Customer Bliss

JANUARY 10, 2019

CX #Leadership Click To Tweet. Michael Bair is a Senior Director of Member Experience who cares deeply about wowing customers, crushing goals, and developing future leaders. Michael has worked at everything from startups to Fortune 50 companies leading contact centers, inside sales, and customer service. About Michael Bair.

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Customer Experience Chief Customer Officer Connections Leadership 155

ClientSuccess

NOVEMBER 20, 2020

Whether you’re looking for networking opportunities, product recommendations and education, or thought leadership and education, conferences are a great way to achieve just about any of these goals. Chief Customer Officers Conference – [link]. February 2021 – Atlanta, Georgia. CSM Summit 2021 – [link].

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Conference Customer Success Chief Customer Officer Leadership 52

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.

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Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Customer Bliss

NOVEMBER 23, 2016

Those are: Customers as assets. Build a customer listening path. One-company leadership, accountability, and culture. Using this audit in a workshop setting is very powerful, and something we often do at the beginning of coaching. Many of these ideas are contained in Chief Customer Officer 2.0

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Chief Customer Officer Leadership Culture Innovation 100

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.

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Customer Success Industry Trends Chief Customer Officer 52

Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Below are two ways you can take advantage of customer service as a resource.

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Customer Service Self Service Tips Chief Customer Officer 127

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

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Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

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Customer Experience Customer Service Social Media Consulting 130

CustomerSuccessBox

FEBRUARY 27, 2019

For Small Companies: In small companies or in companies where the customer success division is in the early stages, a customer success leader should directly report to the CEO or COO. Should Customer Success report to Sales? Some early stage companies put the customer success department under sales.

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Customer Success Chief Customer Officer Sales Leadership 65

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. FULL TRANSCRIPT OF VIDEO DISCUSSION. Ian : Exactly, I think that’s perfectly right. Christopher: Phew!

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Leadership Consulting Financial Video 52

ChurnZero

MARCH 3, 2020

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. Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry.

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Conference Customer Success Chief Customer Officer Return on Investment 72

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious.

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Metrics Effort Score ROI Policies 62

SurveySensum

JULY 14, 2020

He also founded a purpose-driven company, Customer Imperative, that focuses on helping B2B SaaS to retain customers, grow revenue, and scale customer success and Gain Grow Retain, a community for customer success leaders to share their work, collaborate and grow their careers. LinkedIn : [link]. Website : [link].

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Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

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ChurnZero

OCTOBER 15, 2021

The rising prominence of Customer Success is the result of it being the central business driver of growth and profit. So, as we were planning our closing session for our recently held BIG RYG Leadership Summit, we thought what better way to wrap up our event than to answer the question of “Where is Customer Success headed?”.

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Customer Success Metrics Customers Trends 97

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting. Jeannie Walters. Joey Coleman.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

FEBRUARY 6, 2019

Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Who should go: The conference is for anyone in product and there’s an additional leadership forum for leaders with Director, VP, or CPO titles.

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Conference Management Innovation Roadmap 33

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.

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Customer Success Chief Customer Officer Leadership B2B 21

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. ” Build customer trust by being transparent with your actions on their feedback.

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Customer Experience Analysis Metrics Customers 120

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.

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Customer Experience Self Service Consulting Social Media 40

Stella Connect

JUNE 5, 2017

Thomas will discuss how Safelite AutoGlass® brings “unexpected happiness to people’s everyday lives” by focusing on four cornerstones (leadership, focus, talent, and caring) that bring out the best in employees—thus ensuring an outstanding service experience. EVP and Chief Customer Officer, Frontier Communications.

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Call Center Contact Center Conference CRM 40

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. ” Build customer trust by being transparent with your actions on their feedback.

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Analysis Metrics Customers Customer Experience Management 90

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Maybe we will see Chief Customer Officer roles being created in the not too distant future. It is also endemic between advisors and contact centre leadership.

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Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: a customer experience strategy consulting firm.

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Resources Customer Success Chief Customer Officer Customer Retention 10