Customer Bliss

DECEMBER 21, 2017

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. The dedication my grandparents had to my family showed me what good leadership looked like. Click To Tweet. Guess what?

Leadership 165

Leadership Customer Experience Course Customers 165

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Customer Bliss

OCTOBER 25, 2016

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. How are they approaching customer issues? Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture.

Leadership 100

Leadership Culture Customers Company 100

ImprintCX Articles

MARCH 4, 2024

As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the same way. Enabling leadership to view customers as critical assets, that have significant influence on revenue and profit, is super important.

Leadership 52

Leadership Metrics Exercises Government 52

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. The difference between burning out and thriving as a CCO comes down to: Driving growth. Achieving clarity for your role and leadership’s required involvement. Unite the leadership team.

Chief Customer Officer 100

Chief Customer Officer Leadership Resources Culture 100

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

Customer Bliss

NOVEMBER 10, 2016

It absolutely must begin with the customer asset. When you begin with the silos, you completely inhibit customer experience growth and customer-driven revenue growth. You must think of customers as assets, and your entire leadership team needs to embrace this.

Leadership 118

Leadership Metrics Customer Journeys Analysis 118

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States. Voice of Customer.

Customer Experience 139

Customer Experience Net Promoter Score Self Service Effort Score 139

West Monroe

APRIL 22, 2024

The club has emerged as the benchmark for aspiring teams outside of the English Premier League's big six clubs in terms of both business acumen and sporting fulfilment. Understanding the organization’s current state technology environment is vital, akin to understanding the team's current skillsets and weaknesses.

Government 52

Government Sports Resources Leadership 52

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. And why does the customer room work? Building Our Customer Room.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

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. Understand that your people, your team, is your biggest asset.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

FEBRUARY 2, 2016

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. UNITE AND BUILD. This work hinges on c-l-a-r-i-t-y.

Customer Journeys 100

Customer Journeys How To Chief Customer Officer Leadership 100

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.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. Elevate Customers as Assets.

ROI 100

ROI Customer Experience Effort Score How To 100

Customer Bliss

DECEMBER 22, 2016

In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months? This post originally appeared on the CCO 2017 website.

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Customer Bliss

MARCH 3, 2016

Each competency’s success recipe includes three leadership behaviors to drive transformation: 1. Unite the leadership team. Here we focus on the customer journey map. improving experiences that impact customer asset growth. What is impacting customers? #4. Give permission.

Customer Journeys 100

Customer Journeys Leadership Touchpoint Customer Care 100

Alliance by IFS

DECEMBER 11, 2019

Combined company strengthens its leadership position in field service management (FSM) by integrating two of the most established and well recognized players in the market. By combining with Astea, IFS will further expand its global footprint beyond its more than 10,000 customers worldwide, of which 8,000 are in service management.

Competitive Advantage 122

Competitive Advantage Financial Leadership Software 122

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. .”

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

DECEMBER 17, 2015

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when used with consistency, the customer journey map provides rigor to understand the priorities in customers’ lives. Conclusion.

Customer Journeys 100

Customer Journeys Leadership Touchpoint Customers 100

Customer Bliss

DECEMBER 17, 2015

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when used with consistency, the customer journey map provides rigor to understand the priorities in customers’ lives. Conclusion.

Customer Journeys 100

Customer Journeys Leadership Touchpoint Customers 100

Clarivate

DECEMBER 6, 2023

Customer needs are evolving. The growth of artificial intelligence (AI) is forecasted to cause even greater changes. These shifts are impacting the way business is done within law firms and in-house corporate legal teams. According to Forbes , AI is projected to see an annual growth rate of 37.3%

Government 59

Government Resources Industry Technology 59

Customer Bliss

JANUARY 12, 2017

Hopefully you have eyes on a customer strategy for this year. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: The five-competency maturity map. Unite and build. Customer strategy: Commit.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Agents are often the only human connection brands have with their customers and prospects.

Training 59

Training Telecommunications Healthcare Insurance 59

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. Episode Overview.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. We know when our customers succeed, we succeed.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

CSM Magazine

OCTOBER 18, 2022

Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success. Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture.

Customer Service 52

Customer Service e-support Contact Center Conference 52

GlowTouch

JUNE 20, 2022

Long before companies talked of diversity and inclusion, GlowTouch was building a leadership team that reflected its clients and its communities. When different personalities and experiences are united by a common goal, that’s how you make diversity into an asset.” The Boss and the Fixer. Believe in yourself.

Leadership 52

Leadership Call Center Culture Loyalty 52

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries.

Management 41

Management Automotive Leadership Effort Score 41

PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Company 40

Company Telecommunications Competitive Advantage Transportation 40

Gainsight

FEBRUARY 11, 2019

Last month, I quit my position as head of Customer Success at my company, RD Station. In those six years leading the team, I’ve led its growth from one person to 180 people that are now spread across five different functional teams: Customer Success Manager (CSM), Partner Success Manager (PSM), Professional Services, Support, and CS Ops.

Customer Success 81

Customer Success Sales Customers Software 81

Alliance by IFS

OCTOBER 8, 2019

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market. The transaction will enable the combined company to serve more customers in more markets, through a broader network of the best talent and partners in the industry.

Leadership 93

Leadership Financial Telecommunications Software 93

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

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. Additional, she leads the strategic direction of Safelite’s technology team. Episode Overview. About Renee Cacchillo.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

SmartKarrot

APRIL 4, 2023

Promote product uptake, customer experience, and customer outcomes. By directing projects and programmes to enhance engagement strategies based on customer segmentation and fostering a culture of continuous improvement, you may define and optimise the customer lifecycle.

Customer Success 19

Customer Success Leadership Metrics Customers 19