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

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.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

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

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.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Customer Bliss

JUNE 22, 2018

NasdaqSpeedReads : When it customer service, author and expert Jeanne Bliss shares an important question Chief Customer Officers should ask –“Would You Do That To Your Mother?” ” Posted by Nasdaq on Wednesday, May 9, 2018. What are ways to measure success when you’re tracking change?

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

Qualtrics

FEBRUARY 6, 2019

Gather and measure feedback at every stage of development. Carey Kolaja- Chief Product Officer, Citi. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Mind the Product San Francisco.

Conference 33

Conference Management Innovation Roadmap 33

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

SurveySensum

JULY 14, 2020

Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Solvvy

JUNE 12, 2018

Jeanne Bliss , President, Customer Bliss. This presentation will highlight a simple and timeless approach to measuring customer service interactions. In order to compete, companies must focus on providing a seamless, pain-free experience for every single customer. Wednesday, June 20— 9:05 AM – 9:50 AM.

Chief Customer Officer 48

Chief Customer Officer Contact Center Omni-Channel Touchpoint 48

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. And, Chatbots more than pull their weight.

Chatbots 130

Chatbots Self Service ROI Contact Center 130

Customer Bliss

APRIL 9, 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 11:26am PDT. Make Your Customers’ Clock Your Clock. Keep customer time. Make their clock your clock.

Chief Customer Officer 187

Chief Customer Officer Video Course Hospitality 187

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. Why should you commit to overcoming these challenges in 2018? The value of customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Gainsight

JANUARY 28, 2019

I don’t know about you, but I constantly think about measuring my life in “moments.” ” Some of those measurements are profound. How many company kickoffs and all-hands will we be asked to speak at about customer success? How many CEOs will I meet to talk about customer success? Hundreds so far).

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. Yet, they need to be a support for an overall customer strategy, lead to confident and intelligent business decisions and drive real customer experience improvement. This is set to change in 2018 – so watch out for that.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Qualtrics

NOVEMBER 21, 2019

As the CX industry continues to mature, it’ll become more important to understand and measure the value of investments in CX and the ability to provide personalized interactions at scale. More emphasis is going to be placed on measuring and scaling up high impact CX investments. We’ll finish off what we started in 2018.

Customer Experience 38

Customer Experience Self Service Virtual Agent Healthcare 38