Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

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

NOVEMBER 28, 2017

About Sami Nuwar: “I connect dots for a living. ” Sami has 18 years of experience leading teams at Verizon Enterprise, and at American Bath Group, he leads a customer-focused cultural shift to enable sustainable organic growth via disciplined and systematic customer experience management.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Kate champions digital innovations that create the best customer experience and solutions. She is known globally for transforming businesses.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? CX Wisdom You Need to Know From 6 Leaders in B2B Organizations.

Customer Experience 214

Customer Experience Chief Customer Officer Leadership B2B 214

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Surprise and Delight Your Customers. “The

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. You can connect with Natalie on LinkedIn here. The starting point for customer experience in healthcare: Anthem is an enormous company.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Customer Bliss

APRIL 20, 2016

Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. The company is driven forward by customer growth and loyalty, and that applies in B2B and B2C.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. Thimaya Subaiya and Anisha Sivakumar Discuss the How Strong Connections Drive Business. It means improving connections!

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Peter Lavers

FEBRUARY 20, 2019

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. Connected CX journeys. Customer analytics. Digitalisation. Robotics and AI. Technology enablement.

Report 40

Report Data Chief Customer Officer B2B 40

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Customer Bliss

NOVEMBER 15, 2018

Samantha realized that even though their metrics were telling them that sales were good, and business was fine, they didn’t fully understand that the end customer wasn’t completely satisfied. Co-op Financial is essentially a B2B, to C company. 2 – Connect ROI to Growth.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

ECXO

APRIL 13, 2023

However, there is also an opportunity here for companies to develop tailored customer experiences that resonate with domestic and international customers. Experiences rooted in great design and emotional connections, which drive adoption, loyalty and advocacy. Customers criss-cross borders when they buy online.

Culture 52

Culture Customer Experience B2B B2C 52

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . Part of the idea of a Customer Community is that it’s your central hub for all customer engagement. We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Engagement 52

Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? He was once a customer utilizing a SaaS product service and was able to understand the importance of truly having a valuable relationship with a vendor. When he stepped into his role, Francis did the following: . Click To Tweet.

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

Horizon CX

DECEMBER 31, 2018

The onus is upon the CX practitioner to help educate corporate decision-makers and connect the dots for them without coming across as a hard-sell. Organizations seem to still struggle with figuring out how CX fits within their overall business strategy.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Oracle

APRIL 19, 2018

Oracle Modern Customer Experience. Oracle Industry Connect. B2B Online. — Forrester’s B2B Marketing and Sales 2018. Chief Customer Officer Exchange. Field Service Connect. April 10 – 12, 2018. McCormick Center; Chicago, IL. View coverage from the event at smartercx.com/moderncx. —.

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Conference Customer Experience Chief Customer Officer Contact Center 60

Kayako

JANUARY 12, 2017

Sujan dives deep into the foundations of what contributes to customer delight, he’ll lead your through the importance of usability all the way to how well your company helps customers. How to Succeed With a Customer-centric Marketing Strategy , by Jill Rowley.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

Oracle

JULY 16, 2019

IMCI Contact Center Connections. Chief Customer Officer Exchange. Field Service Connect. B2B Online 2020. Customer Contact Europe: A Frost & Sullivan Executive Mind Exchange. Mobile Connect 2019. October 28 – 30, 2019. Hyatt Regency Chiago; Chicago, IL. November 3 – 5, 2019. MarTech. —.

Conference 40

Conference Customer Experience Hotels Chief Customer Officer 40

Gainsight

JANUARY 10, 2022

Maybe it’s connecting and networking with peers? That’s why I believe that at the core of community is a deep yearning for all of us to feel connected. And in today’s world of COVID isolation, the need to feel connected is stronger than ever. Customer Success teams are often at the tip of the spear for this initiative.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The customer lifecycle is straightforward.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The customer lifecycle is straightforward.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Customer Bliss

MAY 17, 2016

Responsibilities include multiple digital platforms and processes, including: Audi brand and dealer websites; myAudi ownership portal; consumer mobile applications; dealership digital sales and service applications; customer lead platform and processes; dealership sales and service process coaching and execution. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

ChurnZero

DECEMBER 27, 2019

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer S uccess . It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. 5 Common Mist a kes Customer Success Managers Make When Managing Their Day .

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e-support eBook Chief Customer Officer B2B 64

SmartKarrot

FEBRUARY 22, 2022

As a Chief Customer Officer, you need your team to understand your customer success goals and work in alignment with the strategies developed by you. So, as your customer success team grows in size you will have to get ready for educating, involving, and aligning the right people at the right position.

Chief Customer Officer 10

Chief Customer Officer B2B Customer Success Tips 10

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Needless to say, this can catalyze the upsell in any B2B SaaS company.

Omni-Channel 10

Omni-Channel Chief Customer Officer B2B Multi-Channel 10

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. We’re not Account Managers (a vitally important role in Enterprise B2B business) where the allegiance aligns with growing the account.

Chief Customer Officer 52

Chief Customer Officer Customer Success eBook Exercises 52

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

DECEMBER 20, 2021

Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19

SmartKarrot

JANUARY 5, 2021

A Customer Success expert, speaker, and a published author, Dave is known for his remarkable expertise in supporting B2B SaaS companies and developing their Customer Success capabilities. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach. Kristi Faltorusso.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21