ClearAction

MAY 25, 2023

Use the translation box to point out to your Senior Leadership Team how these massive customer experience savings contribute significantly to sales velocity, earnings per share, compound average growth rate, return on assets, customer lifetime value, etc. The table above is a glimpse of our root cause resolution.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. BIG RYG 2020 Date: October 8, 2020 Location: Washington, D.C.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? Which conferences would I recommend? DMI Design Management Conference. DMI Design Leadership Conference. Chief Customer Officer USA. DesignThinker’s Academy Design Thinking Conference. Phoenix, Arizona.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Chester posts regularly, especially when he’s with customers or key individuals so people know what’s going on.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Horizon CX

JUNE 10, 2022

Before getting into some of the details around the mapping process, I’d like to focus on when and where this mapping process originates within the organization—in other words, who and what are the key drivers of wanting to better understand customers to deliver value, meet or exceed their expectations, and achieve business goals and outcomes.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Qualtrics

FEBRUARY 6, 2019

Product-focused conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. The experience can be invaluable to your organization as you understand what drives your customers. Below are 10 product experience conferences that you should check out for 2019.

Conference 33

Conference Management Innovation Roadmap 33

Customer Bliss

NOVEMBER 1, 2018

Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls. She figured if they got the right talent at Fanatics, they could reduce attrition, reduce cost, and improve quality and the overall customer experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

CustomerSuccessBox

DECEMBER 6, 2021

His book “Practical CSM” is the bible for anybody embarking on the journey of customer success. Nils is a leadership coach, and has been recognized as one of the Top 25 Customer Success Influencers. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Nils Vinje. Maranda Ann Dziekonski.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . The SaaS Revolution Show is brought to you by SaaStock Europe’s only B2B SaaS conference, which take place in Dublin, Ireland. The SaaS Revolution Show.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. Ian is the CEO and Founder of Customer Experience Consultancy Ltd.,

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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

MAY 5, 2016

In fact, I began and named my new podcast The Human Duct Tape Show to provide examples of how this work is successful when it unites teams and leaders to focus on customers’ lives. And my podcast show is examines and provides you with from-the-trenches examples of how they do it and challenges they face.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

Education Services Group

OCTOBER 28, 2020

Always look at the bigger picture and assess the situation and the status of your customers to clearly identify what they really need in order to achieve their goals and desired outcome for their business. Since 2013, Irit has been pivotal in shaping Customer Success best practices. About the Guest Contributor.

How To 45

How To Chief Customer Officer Customer Success Customer Retention 45

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. The Initial CCO Steps.

Chief Customer Officer 0

Chief Customer Officer Industry Social Media Conference 0

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Peter Armaly.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Gainsight

APRIL 12, 2023

But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction. Mistake #10: Not being myself Our first Pulse conference – which became the industry event for Customer Success – was in a small San Francisco ballroom in 2013.

Self Service 52

Self Service Chief Customer Officer Software System 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. How are we doing this conference?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

Bold360

JANUARY 19, 2017

We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, successful and profitable, too. Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . No worries if you missed the webinar, you can view it on-demand here.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Totango

JULY 23, 2021

Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used.

Customer Success 126

Customer Success Chief Customer Officer How To Sports 126