CCO Council

JUNE 17, 2014

So multi-channel accessibility and consistency of experience across those channels have become essential components to winning the competition for customers. More and more, companies are recognizing the financial benefits of customer satisfaction and its proportionate relationships with loyalty and profitability.

Chief Customer Officer 84

Chief Customer Officer Multi-Channel Customer Centricity Financial 84

Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Episode Overview. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Episode Overview. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Customer Bliss

AUGUST 8, 2017

Prior to Standard Life, Stephen held senior executive customer, marketing, distribution and product roles with Barclays, AMP, Frizzell and Berkeley Berry Birch. During his career, he has also held a number of non-executive roles with professional bodies and the financial services regulator. The pay it forward question.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Blake Morgan

DECEMBER 5, 2023

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect.

Loyalty 105

Loyalty Chief Customer Officer Financial Innovation 105

Forrester's Customer Insights

JULY 25, 2023

Camels are built on a more solid financial philosophy, meant to make the money last, using venture capital as more of a bridge than a survival tactic. In Silicon Valley startup parlance, there are two types of ventures: unicorns and camels. Unicorns are the bright, shiny, money-burning, rapid-growth startups.

Chief Customer Officer 26

Chief Customer Officer B2B Financial Customers 26

Customer Bliss

OCTOBER 11, 2016

He curates a network of over 140 strategic partners including financial American Express, Citi, Visa, 65+ airlines, travel partners such as Enterprise Holdings, American Express Business Travel and uber. Mark oversees Hilton’s global partnership strategy. He leads a global portfolio of Hilton HHonors co-branded credit cards.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Bliss

JANUARY 17, 2020

And when he retired, a line of people 3 blocks long stood to say goodbye to him — what he didn’t get in financial prosperity, he got back in many, many more important versions of prosperity. Are you a part of the story of your customers' lives? Will they remember you fondly for years after they've interacted with you?

Chief Customer Officer 327

Chief Customer Officer Banking ROI Financial 327

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. Episode Overview. About Claudiu.

Financial 121

Financial Banking Healthcare Leadership 121

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges.

Management 234

Management Apparel Chief Customer Officer Telecommunications 234

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. They may feel that it’s financially a problem or that it’s operationally not correct. The following is a lightly edited transcript of the video below. CX… Click To Tweet.

Engagement 334

Engagement How To Chief Customer Officer Video 334

OpinionLab

FEBRUARY 27, 2017

We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. However, these roles do not exist in many financial services organizations. In fact, in response to the question “Does your organization have a separate CX department?”,

Financial 60

Financial Survey Chief Customer Officer Comparison 60

Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” The following is a lightly edited transcript of the video below.

Industry 135

Industry Chief Customer Officer Roadmap How To 135

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Blake Morgan

SEPTEMBER 27, 2022

Christian Mitchell, EVP and Chief Customer Officer at Northwestern Mutual, says one way his company advises customers is through financial planning. With this new approach, employees work on the customers’ terms to understand their hopes, dreams, and fears.

Chief Customer Officer 59

Chief Customer Officer Financial Banking Video 59

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

AskNicely

NOVEMBER 20, 2018

The sheer number of transactions is so large that a customer feedback program wouldn’t make any sense without a thoughtful segmentation strategy,” Wayne Pointon, Chief Customer Officer for Transaction Services Group Australasia, told us. They have also seen a notable reduction in customer AND employee churn.

Case Study 150

Case Study Study Net Promoter Score NPS 150

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Break Down Silos and Communicate One Message.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

OCTOBER 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.

ROI 120

ROI Chief Customer Officer Financial Video 120

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. You may be a services- or financial-driven Power Core company, or you may be a vertical company, such as insurance. The following is a lightly edited transcript of the video below.

Chief Customer Officer 216

Chief Customer Officer Company Insurance Video 216

Alida

MAY 10, 2016

This appreciation for delivering a comprehensive one-company experience brings with it a new appreciation for the need for a Chief Customer Officer to unite the organization in understanding and developing the competencies to work in this manner. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges.

Management 120

Management Apparel Chief Customer Officer Telecommunications 120

Customer Bliss

JANUARY 12, 2018

Christine is an accomplished and highly versatile business leader and Non-Executive Director, with extensive experience in delivering strong financial and people outcomes in the retail, eCommerce, consumer services and logistics sectors. Let me know what was your favorite part of the episode in the comments below.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Ideally, this concept should originate at the senior leadership level.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. ” About Rosalyn Curato.

Company 149

Company Strategy Chief Customer Officer Financial 149

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. We’re moving toward a need. I just see the job growth potential is huge.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Calabrio

JULY 26, 2017

Just one dissatisfied customer can influence an entire network of prospective customers. If customer experience is genuinely a top priority for the company, someone needs to lead the charge. That’s where the Chief Customer Officer (CCO) comes in. Focuses on financials (over customers) in quarterly reports.

Chief Customer Officer 124

Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Transforming CX in Financial Services, with Claudiu Coltea. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

Gainsight

OCTOBER 13, 2022

Chief financial officers should consider moving from an annual budget to monthly forecasting . Chief customer officers should consider ways to efficiently scale. Chief revenue officers should consider reinvesting in account management. CS, it’s time to own NRR.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

Kerry Bodine

JUNE 7, 2017

At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know it had a good thing going. and “Trays.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

CSM Magazine

NOVEMBER 6, 2016

With business leaders paying more and more attention to the customer experience, eradicating weak links will be a key focus for the new wave of ‘Customer Service Officers’ and ‘Chief Customer Officers’ that are entering boardrooms around the world.

Financial 40

Financial Chief Customer Officer Net Promoter Score Effort Score 40