ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. 1 2021 CX Day: CX is a Team Sport.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ChurnZero

DECEMBER 20, 2021

Check out our top five Customer Success webinars brought to you by ChurnZero in 2021. How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack. Team Building for Customer Success – Find out how to develop your CS team building skills.

Chief Customer Officer 52

Chief Customer Officer B2B Leadership Customer Success 52

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson.

Chief Customer Officer 98

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 98

Talkdesk

FEBRUARY 5, 2021

Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. But now, things have changed.

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e-support Retail Contact Center Self Service 87

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year. Fasten your seatbelts!

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Customer Success Effort Score Self Service eBook 52

Gainsight

JULY 27, 2021

Headlines in 2021 have broadcasted record low unemployment , labor shortages , and record numbers of workers leaving their jobs willingly, which is not a trend we could have predicted in April 2020. The post CS Careers and Compensation Skyrocket in 2021 appeared first on Customer Success and Product Experience Software | Gainsight.

Chief Customer Officer 52

Chief Customer Officer Trends Hospitality Industry 52

Gainsight

MARCH 10, 2022

In the 2021 season of The Game Changer Podcasts, Gainsight’s Adam Joseph, Regional Vice President-EMEA, pulled out all the stops for his listeners. Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale.

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How customers are segmented can help with the division of labor and the CS team structure.

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Customer Success Chief Customer Officer How To Sports 126

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best. Who owns what, when, and how?

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Study Leadership Customer Success Chief Customer Officer 52

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

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Customer Success Chief Customer Officer Leadership Consulting 98

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

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Contact Center Leadership Hospitality Chief Customer Officer 207

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

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Study Leadership Customer Success Chief Customer Officer 52

CX Centric

MARCH 3, 2021

CX-Centric hosted its first global online event of the year 2021 on the 27th of January. For this session we were very lucky to have the coveted Keith Kmett, Chief Customer Officer and Master Story Teller. What did the event entail? In this event, we had a lot of passionate and engaged people in one place.

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Chief Customer Officer Video Feedback Engagement 52

Wootric CX Blog

JANUARY 6, 2021

Guided by input from our customers, we invested in omni-channel feedback collection, AI-driven customer journey analytics, and native integrations with the modern tech stack — all the while staying true to the flexible, lightweight, user-centric approach to CX improvement that businesses expect from Wootric. .

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Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Power Users: .

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Customer Success Tools Management Chief Customer Officer 98

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more.

Software 98

Software Chief Customer Officer Touchpoint Customer Success 98

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

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Customer Service Contact Center Customer Centricity Leadership 207

CSM Magazine

AUGUST 11, 2021

To this last point, results from a recent survey show that 83% of respondents believe that managing the entire customer journey, from acquisition to loyalty, is a top priority in 2021 — likely because great CX translates to customer loyalty, increased revenue and improvements in other top business objectives.

Chief Customer Officer 59

Chief Customer Officer Social Media Feedback Loyalty 59

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Always be listening, learning and growing.

Customer Success 101

Customer Success Tips Chief Customer Officer Leadership 101

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! Imagine the surprise and relief to hear about tech growth in 2021 and 2022.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

CustomerSuccessBox

JUNE 7, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Anita’s interview where she gives insights into how you can manage churn efficiently. Anita Toth is the Chief Churn crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021.

Management 52

Management How To Strategy NPS 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

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Resources Customer Success Chief Customer Officer Case Study 70

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Be Our Guest: Perfecting the Art of Customer Service”.

Customer Experience 118

Customer Experience Retail Chief Customer Officer B2C 118

ChurnZero

OCTOBER 28, 2022

Panelists included: Alli Tiscornia, chief customer officer, ChurnZero. Peter Armaly, vice president of Customer Success, ESG. Mary Poppen, chief customer officer, inovlve.ai. Jay Nathan, chief customer officer, Higher Logic Vanilla. Most people understand that.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more.

Software 52

Software Chief Customer Officer Touchpoint Customer Success 52

Gainsight

FEBRUARY 18, 2022

According to a recent release by the US Bureau of Labor Statistics , the number of people who quit their jobs in December 2021 alone was 4.3 In the whole of 2021, the trending voluntary separations came from the tech industry and healthcare, especially with many mid-career workers choosing to seek other work environments.

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Customer Success Chief Customer Officer Customer Centricity Healthcare 97

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

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Conference Chief Customer Officer Customer Success Software 98

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

CustomerSuccessBox

DECEMBER 6, 2021

Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer is the Vice President of Customer Success at Cognite. He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Puneet is one of the prominent advocates in the Customer Success space.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Beyond Philosophy

MAY 12, 2021

Porte shared some of her insight on Verint’s recent study about supporting customer engagement efforts in the post-COVID era. . Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. Also, the customer demand for digital transformations was disrupting the workplace.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

Gainsight

JUNE 2, 2022

Not only do they provide companies with the right software and support to scale their business, but they were also voted the #4 place to work by Glassdoor in 2021. Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Gainsight

JUNE 10, 2021

If you want to learn the inside scoop on how we chose these companies, check out our 2021 GameChanger Awards announcement blog. Karl Rumelhart, Chief Product Officer at Gainsight, began the next phase of our keynote presentation on the subject of invention. THE DREAM TEAM AWARD: PTC. THE DEFENDER AWARD: SAP Concur.

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Innovation Customer Journeys Chief Customer Officer NPS 52

Customer Bliss

AUGUST 31, 2018

You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021? He oversees risk management, workforce support, demand planning, and community and social support which was fairly new when he joined in 2016.

Customer Journeys 120

Customer Journeys Chief Customer Officer Leadership Meeting 120

Customer Bliss

AUGUST 31, 2018

You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021? He oversees risk management, workforce support, demand planning, and community and social support which was fairly new when he joined in 2016.

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Customer Journeys Chief Customer Officer Leadership Meeting 100