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Top women CXOs

CloudCherry

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. Annette Franz.

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Improving Customer Experience Management in a State Government Agency

Customer Bliss

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

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Master Experience Leadership Now

ClearAction

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Now is the time to embrace Experience Leadership as your primary focus.

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How to Stay Close to Customers While Working From Home

CSM Magazine

The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. Can Tech Keep Customers Close While Colleagues Work Remotely? Enhancing Customer Experience.

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Why I love the Grace Hopper Celebration – and you should too!

Thematic

I attended one of the first events as a student back in 2006, when it had less than 2000 attendees and have seen the conference grew to 25,000 since then! Lilia, me and Katya at the Grace Hopper Celebration, San Diego, 2006. Like Jenny, I also de-risked starting a company, by getting revenue from real customers as a first step.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Customer-centricity, in short, is not pervasively ‘people first’.

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