TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

ShepHyken

FEBRUARY 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.

Net Promoter Score 58

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 58

Customer Bliss

APRIL 16, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Here is what we want as customers: we want it when we want it, how we want it, and where we want it. 4 Case Studies of Customer Respect. Any questions? Easy answer, hard solution.

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The extra mile customer with the gusto to call and call, search, act as a private eye, and put the pieces together and make copies and send files and return receipts gets the worm. End service exhaustion!

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

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.

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 40

B2B Report Chief Customer Officer Analytics 40

Customer Bliss

FEBRUARY 19, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Business #Leadership #Makemomproud #Womenpreneurs #CustomerExperience #CX #leaders #Customers #WomenLeaders #CCO #customer #businessleadership. Make Good Memories Out of Small Moments Too.

Brands 208

Brands Chief Customer Officer Hospitality Course 208

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 Journey Mapping is another case in point.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. It's not customer experience; it's really the whole ecosystem of your organization, and are you united? Jeanne Bliss.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Qualtrics

FEBRUARY 6, 2019

The experience can be invaluable to your organization as you understand what drives your customers. Below are 10 product experience conferences that you should check out for 2019. Date: March 5-8, 2019. Leading brands will share the experience management programs they’ve built to delight customers and employees.

Conference 33

Conference Management Innovation Roadmap 33

Gainsight

DECEMBER 10, 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. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics. What is a Customer Retention Rate and How do I Calculate It?

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about product-led growth.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

Gainsight

OCTOBER 9, 2019

And I’ve hit a goldmine of opportunities in the customer success profession. — Nick Mehta (@nrmehta) September 24, 2019. As I’ve tweeted many times, the customer success leadership job market is white hot. We’ve learned five key things about hiring customer success leaders: 1.

Customer Success 58

Customer Success Chief Customer Officer Leadership Customer Centricity 58

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. Customer analytics. Connected CX journeys. Digitalisation. Robotics and AI. Technology enablement.

Report 40

Report Data Chief Customer Officer B2B 40

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. The Office of Management and Budget (OMB) sent out some formal new CX-related “to-dos” to big agencies.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. on 13 May 2019. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. Sure, it sounds simple. And obvious.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. 10 Customer Success Leaders to Watch in 2022.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JUNE 4, 2019

Now customer success has its own prestigious award! We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year. So we asked you, the customer success community, to nominate your peers to be recognized. The Innovation Award – Loopio.

Chief Customer Officer 8

Chief Customer Officer Conference Innovation Customer Success 8

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Why are we doing a Customer Success conference ?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

Trends 82

Trends Customer Experience Insurance Chatbots 82

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”. Where do you fall?

NPS 40

NPS Customer Success Effort Score Sales 40

Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Gainsight

JANUARY 28, 2019

But in my day job as CEO of Gainsight and “Chief Karaoke Officer” of the customer success movement, I think about other measurements: How many people will come to Pulse 2019 , after 5000+ at Pulse 2018? How many company kickoffs and all-hands will we be asked to speak at about customer success? Hundreds so far).

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Now more than ever Customer Success is essential to the long-term success of your entire organization. Now more than ever Customer Success is essential to the long-term success of your entire organization. If you’re serious about Customer Success, your CRM is not enough. . .

CRM 63

CRM Customer Success e-support Chief Customer Officer 63

West Monroe

JANUARY 24, 2022

According to Reuters, software deals more than tripled in the first nine months of 2021 compared to 2019. Distributed architectures, edge computing, and new regulations, mean cyberthreats and privacy will demand vigilant investment and oversight in 2022 and beyond—no matter what other pressuring concerns require leadership attention.

Software 40

Software Trends Self Service B2B 40