Customer Bliss

MARCH 14, 2017

Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

Gainsight

NOVEMBER 3, 2021

But the logical next step is when CEOs ask me, “should I have a Chief Customer Officer?”. And here’s why: Customer Success Is a Company-Wide Strategy, Not Just a Function. The first mistake in Customer Success is not investing in a team. Make sure Customer Success is more than just empty words.

Chief Customer Officer 59

Chief Customer Officer Company Customer Success Sales 59

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. How he used a very simple journey map to present to the board of regents who needed to approve his plan . Episode Overview.

Customer Journeys 0

Customer Journeys Chief Customer Officer Training Study 0

Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

Customer Bliss

AUGUST 31, 2018

Soon, he started questioning some of the experiences he saw that he believed didn’t meet the standard of what they should be delivering against. Were customer support agents providing enough value? Weekly meetings need real value and purpose. He had to make sure the team worked together as one. No “filling people in.”

Customer Journeys 120

Customer Journeys Chief Customer Officer Leadership Meeting 120

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. In This Article: Preliminary Steps 1.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Customer Bliss

AUGUST 31, 2018

Soon, he started questioning some of the experiences he saw that he believed didn’t meet the standard of what they should be delivering against. Were customer support agents providing enough value? Weekly meetings need real value and purpose. He had to make sure the team worked together as one. No “filling people in.”

Customer Journeys 100

Customer Journeys Chief Customer Officer Leadership Meeting 100

Customer Bliss

NOVEMBER 17, 2017

Simply put, your clarity of purpose must guide operating decisions; it needs to be crafted with the customers’ journey at its core * (Tweet this). . Without it, people’s work will be defined by internal metrics, not by earning the right to customer growth. Or is it about your higher purpose in improving customers’ lives?

Chief Customer Officer 129

Chief Customer Officer Customer Journeys Case Study Customers 129

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Listen and Understand How You Can Provide Value. Leverage the knowledge of your needs from peers.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

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

Customer Bliss

AUGUST 28, 2020

.” One of the things I always try to say is to ask yourself about your customers, where are they at right now? Use Customer Journey Maps to Strategize Around a Positive Experience. It’s meeting your provider, it’s post care and follow up. So we mapped that. I have that type of care service.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

ClearAction

MARCH 22, 2024

This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Customer Bliss

NOVEMBER 21, 2017

Combine Good CX and UX to Improve the Customer Journey. As a creative who worked heavily on the visual design and marketing side of the business, Marc always saw customer experience as an extension of user experience. The COO held monthly meetings with all the departments that really pushed the progress forward.

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people. .

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Customer Bliss

SEPTEMBER 26, 2019

The goal is to set a target date for the first customer room meeting in which the initial version of each competency team’s work will be presented for the first time. The chief customer officer supports and coordinates activities to keep everything moving toward executing the first customer room.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Resources 137

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. For this reason, annual planning is the Achilles’ heel of delivering a one-company customer experience.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

OCTOBER 11, 2018

Jay tells us what not to do when operationalizing a talk trigger — don’t pull together a meeting to brainstorm and come up with one! You need to really understand your customers. Understand your customers. When Jay works with clients, he starts by documenting the customer journey.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. They’ve applied it as if it were some “magic dust” and the resulting magic just didn’t happen or meet their expectations. We just need to become more reasonable.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

Customer Bliss

JANUARY 12, 2018

Additionally, the team developed “Toolbox talks” in which employees start the day with a meeting in which they share customer moments and stories of success, or stories where events didn’t turn out as well as they’d hoped. Put the time and resources into properly mapping the journey out.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

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. Improve the customer journey. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Gainsight

JUNE 10, 2021

Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey. That was how they began building the foundation and starting up a world-class, total experience and business outcomes focussed team to produce good customer success for them.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

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.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

CSM Magazine

AUGUST 22, 2019

In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Figure Out How to Meet The Needs of Your Customers. Do you operationalize to meet these customers’ goals? Design Your CX From A Human-Centered Approach.

Banking 166

Banking Chief Customer Officer Video Course 166

Answer Dash

SEPTEMBER 14, 2019

there are tons of companies that reinvent their operations to meet customer goals. I strongly encourage you to download this report for further insights that you can use to your advantage while thinking through your company’s journey map and experience. Consumers are attracted to companies who honor them.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Maru Group

FEBRUARY 19, 2020

Customers are ready to engage in saving energy, but it needs to be on their terms. So, how can utility providers succeed at meeting energy consumers’ needs into the next decade? Focus on Customer Centricity and Becoming Agile. Top 3 Ways for Utility Providers to Become Customer-Centric and Agile.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Customer Bliss

NOVEMBER 14, 2017

The customer experience begins once contracts are signed and during onboarding. Initially, there was a brief cycle in which the experience ended at the onboarding process, but Adriana wanted to extend the customer journey into one that became an ongoing relationship. .

Customer Success 0

Customer Success Customer Experience Strategy Chief Customer Officer 0