Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. Customer Contact East: A Frost & Sullivan Executive MindXchange. April 8 – 11, 2018. Oracle Modern Customer Experience. April 10 – 12, 2018. April 10 – 11, 2018.

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Conference Customer Experience Chief Customer Officer Contact Center 60

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Customer Bliss

DECEMBER 20, 2018

The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform. He lives in Durham, NC.

Customer Experience 147

Customer Experience Chief Customer Officer Loyalty Programs Loyalty 147

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Sep 12, 2018 at 10:05am PDT.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

Customer Bliss

DECEMBER 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In one of my Chief Customer Officer roles, as I was getting acclimated with the company, I saw huge rolls of gold foil stickers with, “Give us a 10!” ” on them.

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Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

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Chief Customer Officer Video Leadership Course 185

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Oct 29, 2018 at 3:20pm PDT.

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

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 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. You can find more instructions and details to this framework in my book, Chief Customer Officer 2.0:

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Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

JANUARY 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 5, 2018 at 10:00am PST. ” View this post on Instagram. Take the Fear Out of the Experience.

Sales 173

Sales Chief Customer Officer Video Course 173

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Look out for my 2018 predictions soon!

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Self Service Customer Experience Chatbots Chief Customer Officer 141

Customer Bliss

NOVEMBER 13, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Sep 13, 2018 at 10:17am PDT. It’s how they weave humanity into their operating model. View this post on Instagram.

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Chief Customer Officer Video Course Policies 174

Customer Bliss

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 11, 2018 at 10:00am PST. Make mom proud companies guide customers through the complexity of pricing and sell them only what they need.

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Chief Customer Officer Video Course Social Media 170

Customer Bliss

JUNE 18, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Sep 7, 2018 at 12:00pm PDT. This behavior inadvertently makes the customer feel small, and at times defenseless.

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Chief Customer Officer Video Course Banking 161

Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

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Chief Customer Officer Case Study Return on Investment ROI 40

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 28, 2018 at 11:30am PST. View this post on Instagram. Companies that are putting in the work to enable this are reaping the rewards.

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Self Service Chief Customer Officer Course Policies 178

Customer Bliss

FEBRUARY 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 22, 2018 at 10:17am PST. How Can We Transform These “Gotcha” Moments?

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Chief Customer Officer Video Course Leadership 172

BlueOcean

JANUARY 9, 2018

Creating a differentiated strategy for deploying artificial intelligence in tandem with empowered, capable, well-trained agents, integrating it seamlessly into existing systems and infrastructure, and taking advantage of data mining and machine learning to enhance your customer journey should be Job One for every chief customer officer in 2018.

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Omni-Channel Customer Care Contact Center Case Study 191

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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? So own it, and put your customers first. Figure Out How to Meet The Needs of Your Customers.

Banking 166

Banking Chief Customer Officer Video Course 166

ChurnZero

JANUARY 3, 2020

The two scores combined to give ChurnZero an overall score of 95, beating out the next highest Customer Success provider by 16 points. It’s extremely exciting that our customers’ reviews have propelled us to a category leader” said ChurnZero’s Chief Customer Officer, Abby Hammer. About ChurnZero.

Report 69

Report Customer Success Net Promoter Score Chief Customer Officer 69

ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

Customer Success 40

Customer Success Chief Customer Officer Strategy Case Study 40

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

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Customer Success Interaction Chief Customer Officer Customer Experience 48

Customer Bliss

DECEMBER 12, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Oct 22, 2018 at 10:01am PDT. Eliminate the Bermuda Triangle moment.

Company 126

Company How To Chief Customer Officer Video 126

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer Customer Success Leadership Consulting 53

Customer Bliss

JUNE 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 21, 2018 at 3:30pm PST. Let Your Availability Reflect How Much You Care.

Self Service 126

Self Service Chief Customer Officer Video Course 126

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. and Chief Customer Officer 2.0.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

ChurnZero

AUGUST 23, 2019

The two scores combined to give ChurnZero an overall score of 94, beating out the next highest Customer Success provider by 29 points. We’re driven every day to get better through authentic, unbiased customer feedback,” says Abby Hammer, ChurnZero’s Chief Customer Officer. “G2 About ChurnZero.

Software 56

Software Report Customer Success Net Promoter Score 56

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. Here’s a recap of some of the wins you may not have heard about for government CX in 2018, and some of the continued struggles we still are working on in 2019. The July 2018 plain language inaugural summit opened the door.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Published on: May 30, 2018. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. The same goes for titles!”.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin.

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Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

NOVEMBER 1, 2019

The two scores combined to give ChurnZero an overall score of 96, beating out the next highest Customer Success provider by 25 points. We’re driven every day to get better through authentic, unbiased customer feedback,” says Abby Hammer, ChurnZero’s Chief Customer Officer. “G2 About ChurnZero.

Net Promoter Score 40

Net Promoter Score Chief Customer Officer Software Customer Satisfaction 40

North Highland

MAY 28, 2019

I was joined by a panel of uber-talented and insightful CX practitioners that included Mark Slatin, Senior Vice President, Client Experience at Sandy Spring Bank; Nick Frunzi, Chief Customer Officer at Esri; Maria Marino, who will soon join Gartner’s CX practice; and moderator Carolyn Galvin, Senior Principal Analyst from Nuance Communications.

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Chief Customer Officer Conference Banking Employee Experience 40

CustomerSuccessBox

DECEMBER 6, 2021

He runs Glide Consulting as his means to enable companies to make wise decisions and gain control over their customer lifecycles and experience. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. She has spent over 20 years building and scaling world-class customer success organizations and operations.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Maru Group

FEBRUARY 19, 2020

Electric vehicle sales increased by 81% in the US from 2017 to 2018. During the panel discussion on DERs led by Maru/Matchbox, Gregory Knight (Chief Customer Officer at National Grid) noted electrificiation may put more stress on the electric grid. They want access to more energy-saving technology and renewable sources.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Oracle

JULY 16, 2019

Chief Customer Officer Exchange. You can find the 2018 – 2019 calendar here. The post Customer Experience Conference and Events Calendar 2019 – 2020 appeared first on SmarterCX. Hyatt Regency Huntington Beach Resort & Spa; Huntington Beach, CA. —. IMCI Contact Center Connections. October 28 – 30, 2019.

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Conference Customer Experience Hotels Chief Customer Officer 40