ClearAction

MARCH 22, 2024

United Airlines passenger dragged off a flight: PR nightmare, customer churn, stock plunge. Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. The Chief Customer Officer must drive customer-centricity companywide via influence.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Eptica

JULY 26, 2017

It could even involve working a shift in-store or in the contact center to get the agent perspective on CX. To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

Customer Bliss

APRIL 19, 2016

He’s the Chief Customer Officer of ALSAC/St. He was previously CCO at United Airlines and now leads donor experience at St. Finally, Martin has a proven method for uniting the silos (at low cost) to give the complete view of the current customer journey- critical to gain and unite the leadership team.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Senior Director, Customer Care, Hilton. Director, Customer Obsession, Uber.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center Contact Center Conference CRM 40

Storyminers

JULY 6, 2020

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130