Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Elevate customer growth/loss as a success metric of the business.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO).

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. Totango recently launched Spark, our new goal-oriented platform to drive better results faster.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. It includes focusing the organization on one-company experiences.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Identify the Company’s Goals 2. Map Your Current Customer Journey 3. What does the company want to achieve? And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Look for language around leadership engagement, culture, and that your role is defined beyond tactics. Go deep on the company’s background. Does the Job Description Go Beyond Tactics?

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

Customer Bliss

JANUARY 3, 2018

Have you listened to The Chief Customer Officer Human Duct Tape Show ? From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. .”

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Customer Bliss

NOVEMBER 22, 2016

It takes customer centered leadership to make the vital touch-points work in harmony to deliver your brand promise and provide a seamless customer journey. My specialty is bringing the customer journey to life inside the enterprise, empowering employees and transforming the culture. Deep roots.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Bliss

NOVEMBER 3, 2016

We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. ” Basically, this is the major benefit of a customer room: it will become a tangible depiction of your customers’ journey with you. Aided listening.

Analysis 100

Analysis Customer Journeys Chief Customer Officer ROI 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

CloudCherry

MARCH 8, 2019

Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. She is specialized at both customer success and customer advocacy in both post-sales and product functions.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

DECEMBER 6, 2018

Through a workshop that lasted a few days, he clarified what CX is and asked them to participate in creating a maturity assessment based on how they felt about the company – looking at product design, networks, internal organization, and more. From here, he gathered top issues that everyone in the company could focus on.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today. Formalize Customer Research and Build a Customer Journey Map.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Customer Guru

MARCH 15, 2018

Michels discusses the need of building a customer-focused culture in every organization as customer experience has become the key brand differentiator. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture.

Culture 85

Culture Customer Experience Customer Service Customer Centricity 85

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Alida

MARCH 10, 2017

According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Twenty-five percent admit that their company isn’t meeting expectations at all. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Successful Chief Customer Officers need to deliberately build a plan of action in the early years. Advancing from silo-based to one-company focus. Market hope.

Chief Customer Officer 100

Chief Customer Officer Leadership Resources Culture 100

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda. #CX

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Focus on the Customer Value.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Experience Investigators by 360Connext

NOVEMBER 10, 2020

Coalition: All the CX expertise and best practices won’t help you be successful with driving material change for your people and customers if you aren’t able to build a coalition of willing and engaged senior leaders across your company to be your partners. Chief Customer Officer at Ericsson CXPA Board Member.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

Customer Bliss

SEPTEMBER 1, 2016

Strategy is long-term vision for an organization or a customer journey. If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. This is your guide to strategic management in CX.

Management 175

Management Chief Customer Officer How To Leadership 175

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. First, we’ll hear from Kathy Tobiasen , the Vice President of Customer Experience at The Nature’s Bounty Company.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 3: Build a Customer Listening Path.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

Customer Bliss

JULY 21, 2016

I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If That’s why united leadership, or one-company leadership, is crucial to establish. If not moreso.)

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Yet in most software companies, accountability for NDR is still unclear or dispersed across multiple functions. Digitize the customer experience.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Do you think posting on LinkedIn helps with visibility within your company, especially if you’re new? I would start with liking other company posts, re-posting where appropriate and sharing your thoughts on them. JD : Absolutely!

Customer Success 104

Customer Success Tips Chief Customer Officer Leadership 104

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. She helped formalize a process for customer feedback data collection and set up a customer panel.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Customer Bliss

JANUARY 22, 2015

before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others. Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? ’s Customer Experience Toolkit.

Chief Customer Officer 100

Chief Customer Officer Customer Journeys Leadership Culture 100

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Customers are satisfied and experience value as a result and the business receives loyalty. Build A Culture Not a Solution. Build a culture, not a solution”. Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53