CX University

JULY 31, 2024

This challenging external environment is further compounded by inadequate support from top management. The complexities of corporate culture, characterized by internal politics, compartmentalized operations, and ineffective mobilization efforts, add to the challenges faced by customer experience (CX) professionals.

Chief Customer Officer 52

Chief Customer Officer Culture Policies Retail 52

Customer Bliss

APRIL 19, 2016

How do they unite the company and deliver a one-company experience for customers — one that actually keeps them coming back? You can be first on a senior management meeting agenda one week, then completely off it two weeks later. He’s the Chief Customer Officer of ALSAC/St.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. Change Management Imperatives. Before embarking on each change management effort, you should consider critical success factors for change management.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

CX Journey

NOVEMBER 6, 2014

Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? What about recent management changes? A data analyst? An insights story teller? Terrain Knowledge Q.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Marketing 48

Marketing Customer Experience Chief Customer Officer Self Service 48

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Penney’s ecosystem was misunderstood and disrespected.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 123

Chief Customer Officer Airlines Case Study Customer Service 123

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Today we are talking about your business and how to achieve success with your existing customers. Irit Eizips: (15:45) Absolutely!

How To 98

How To Customers Communication Customer Success 98

Qualtrics

JANUARY 2, 2019

The Office of Management and Budget (OMB) sent out some formal new CX-related “to-dos” to big agencies. The Government Accountability Office ( GAO ), an agency that works to improve the performance and accountability of the federal government continue to evaluate and report on federal agency customer experience practices.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

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

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

MARCH 7, 2018

For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. This way the customers know that we have heard them and are truly apologetic for a bad experience they faced and want to make up for any troubles caused due to us. You have to balance it out.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

SurveySparrow

JULY 3, 2021

Who’s responsible for customer experiences at your company? HubSpot wrote an entire report on The Rise of the Chief Customer Officer (CCO) in Australia, emphasizing how companies are hiring and developing executives whose sole responsibility is getting CX right. This kind of customer experience could last a lifetime.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. Conversocial makes social customer care look effortless. Cecilia McKenney. Conversocial.

Call Center 40

Call Center Contact Center Conference CRM 40

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. They have delivered feeds of structured data to the right people and enabled ‘case management’ and ‘closing the loop’ to resolve issues for unhappy customers. Othello ) So, there was much talk. 2017 promised such a lot.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. Zappos, Southwest Airlines, Apple, Amazon and WestJet. What are your five?

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Ian Williams

MARCH 19, 2020

And I think that the abundance of technology start-ups at the moment, they’re actually producing solutions for issues customers have, which is very different to how start-ups perhaps used to work before, find a gap in the market. Christopher: Yes absolutely.

Leadership 52

Leadership Consulting Financial Video 52