Forrester's Customer Insights

MAY 20, 2019

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

B2C 47

B2C Chief Customer Officer Industry B2B 47

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

Talkdesk

APRIL 3, 2020

The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace.

Tips 58

Tips Chief Customer Officer Travel How To 58

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

NOVEMBER 14, 2017

You’re only going to be successful if the entire organization buys in to the value of customer success and of driving a customer experience and what it brings. Adriana Zeman, A Strategic and Experienced Customer Success Leader. Adriana Zeman is the VP of Customer Success at Zaius, a B2C CRM platform for marketers.

Customer Success 0

Customer Success Customer Experience Strategy Chief Customer Officer 0

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. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

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

Forrester's Customer Insights

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Chief Customer Officer 43

Chief Customer Officer Customer Experience Analytics Report 43

Help Scout

APRIL 27, 2021

Current readers may recognize elements like “Chief Customer Officer” as if it is no big deal, but this was unproven ground then. I know this book shaped my approach to customer experience, and it will shape yours, too. Be Our Guest: Perfecting the Art of Customer Service”.

Customer Experience 117

Customer Experience Retail Chief Customer Officer B2C 117

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

CCO Council

OCTOBER 28, 2017

Executives expect digital disruption to be the most severe in B2C industries, particularly in media. My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. 57% of Technology execs expect moderate or massive digital disruption.

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

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

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 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

Customer Guru

AUGUST 8, 2018

Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. He is the co-founder of CX Leaders LLC, a professional services company that aims at helping B2B and B2C organizations around the globe to build more meaningful, long lasting and profitable customer relationships.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

AUGUST 22, 2019

As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions.

Consumers 120

Consumers B2C Case Study Retail 120

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . I have worked with different software companies that have more of a B2C feel to them that have very vibrant Facebook communities and it’s awesome.

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Engagement 52

ECXO

APRIL 13, 2023

This can make it difficult for businesses to be agile and responsive to customer needs or to make things straightforward – both in B2B and B2C. This may lead to slower decision-making, and difficulty in implementing customer-centric initiatives. And expectations are set by the best experience on offer in B2B and B2C.

Culture 52

Culture Customer Experience B2B B2C 52

Customer Bliss

MAY 17, 2016

How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers). In my book Chief Customer Officer 2.0 , there is a case study on Audi’s work around cultural commitment.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Peter Lavers

JULY 7, 2015

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). The remaining two sessions covered customer-centric strategy development and the transformational journey.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

Grade.us

NOVEMBER 4, 2018

Carmen: What industries are leading the way in customer service, and which industries have fallen behind? Shep: As a generality, B2C seems to set the bar for what good customer service looks like. Everything happening in the B2C world is applicable to B2B. Customers have more choices. Most people are consumers.

B2C 33

B2C Competitive Advantage Retail Chief Customer Officer 33

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Why should the customer have to call you back? Many B2C companies use us and they want to talk to their customers, to find out what’s going on.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Why should the customer have to call you back? Many B2C companies use us and they want to talk to their customers, to find out what’s going on.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Gemma Cipriani-Espineira. Kellie Capote.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

CloudCherry

DECEMBER 1, 2018

In the subscription economy, customer success has almost become synonymous with customer experience. However, in reality, customer experience comes from a vastly different place. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. At CloudCherry, I own customer experience.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CloudCherry

OCTOBER 30, 2018

In the subscription economy, customer success has almost become synonymous with customer experience. However, in reality, customer experience comes from a vastly different place. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. At CloudCherry, I own customer experience.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Customer Guru

MARCH 7, 2018

Coming from the diverse experience that you have, what are the key differences in customer expectations between B2C and B2B? There is this perception that B2B and B2C are different, but the customer actually expects the same thing in both. I’d highly recommend the Chief Customer Officer, and Chief Customer Office 2.0

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. 85% of respondents have targeted B2B clients for their Surveys (54% B2B only; 31% both B2B and B2C).

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Kustomer

AUGUST 19, 2021

Yeah, and I mean, we have this conversation so much and I also was the Chief Customer Officer of Yext. I ran the support functions, all of the customer facing functions. Again, it’s different in a B2B versus the B2C environment, but finding ways to do that both internally and externally.

Culture 98

Culture Chief Customer Officer NPS B2B 98

West Monroe

JANUARY 24, 2022

Net revenue retention may be the North Star metric—given its impact on market valuations of software and subscription businesses—but other, interdependent metrics also matter, including customer acquisition costs, churn, service margins, sales coverage ratios, and customer satisfaction. Key trends.

Software 40

Software Trends Self Service B2B 40

Lumoa

APRIL 24, 2018

Many, many organizations aren’t set up to broadly intake, deeply understand, and fully action customer feedback - NPS can be an excellent vehicle to put your customers first, if done correctly. Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric specializes in customer experience management for high growth B2B and B2C software-as-service and companies in digital transformation. Wootric is ranked #1 in ROI (Return on Investment).

ROI 52

ROI Report Net Promoter Score Effort Score 52