Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company.

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Chief Customer Officer Banking B2B Customers 147

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. To help the kids and their families in their community, Umpqua Bank initiated an effort that they call Stop The Slide. Unusual for a bank, you might say, but not for the Make Mom Proud companies.

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Banking Chief Customer Officer Video Course 166

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges.

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Management Apparel Chief Customer Officer Telecommunications 120

Customer Bliss

NOVEMBER 13, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. You have an opportunity to make it easier on employees to deliver value to customers. What stupid rules can we kill ?”

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Chief Customer Officer Banking Video Course 182

Blake Morgan

SEPTEMBER 27, 2022

? ? ? ? ? ?. The traditional approach to banking is transactional. Customers need to make a deposit or move money, so they interact with their bank to get the job done. Once the transaction is complete, the relationship stalls until the next time customers need help. You can watch the video of our full discussion below.

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Chief Customer Officer Financial Banking Video 59

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. With Netflix, Amazon, and even banks like First Direct, keeping our data organized to know us and deliver that relevant we know you experience.

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Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

Customer Bliss

APRIL 16, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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Case Study Study Self Service Chief Customer Officer 174

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. Without an executive taking charge of the customer experience, the risk of high churn-rates grows exponentially.

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Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

MAY 28, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For example, in that mortgage experience, would you be more likely to take all of your banking business to a company that really helped and cared for you through one of life’s biggest purchases?

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Chief Customer Officer Video Course Banking 173

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

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Leadership Chief Customer Officer How To Customer Centricity 52

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

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Connections Company How To Chief Customer Officer 190

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Communicate Value to Your Customers in an Engaging Way.

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Customer relationships Banking Chief Customer Officer Leadership 111

Customer Bliss

OCTOBER 31, 2017

Anne Witherspoon is an Executive Vice President and the Director of Client Onboarding and Service Delivery at Texas Capital Bank. Anne presented a plan to her manager at the time to start the internal customer experience program. .” Meet Anne, an EVP and Director who Holds Multiple Professional Certifications.

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Customer Experience Chief Customer Officer Analysis Communication 0

Zeisler Consulting

MAY 18, 2021

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time.

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Insurance Chief Customer Officer Policies Government 93

Customer Bliss

JUNE 18, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Banks are trusted to ensure financial safety and security. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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Chief Customer Officer Video Course Banking 161

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.

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Banking Customer Success Net Promoter Score Chief Customer Officer 19

PeopleMetrics

MAY 4, 2017

If you've kept up with this series, you know that a common understanding of customer experience, your target customer segments or personas, and the vision for the experience you intend to deliver separates growth banks from non-growth banks. What is Customer Journey Mapping Anyway? What Could Possibly Go Wrong?

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Customer Journeys Banking Chief Customer Officer Touchpoint 91

CSM Magazine

AUGUST 19, 2021

Amy Shore, Chief Customer Officer, Nationwide. Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Zone President, KraftHeinz. Phil Leininger, SVP – Head of CX, Verizon.

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Customer Service Chief Customer Officer Customer Experience Hotels 40

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. Hill II Founder/Chairman Metro Bank. Well done”.

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Brands Customer Experience Chief Customer Officer Case Study 120

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

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Leadership Chief Customer Officer Social Media Loyalty 120

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.

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Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

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CCO Council

SEPTEMBER 23, 2019

The World Bank measures Ease of Doing Business for 190 countries , based on detailed characteristics including how hard it is to start a new business, labor market regulations, dealing with construction permits, getting electricity, registering property, getting credit, trading across borders, paying taxes, and enforcing contracts.

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Customer Bliss

NOVEMBER 15, 2018

Co-op Financial Services is as a nationwide credit union network supporting their members of small financial instututions, credit unions, and community banks with industry-leading ATM, digital payment, security, and marketing. . The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Leadership Chief Customer Officer Financial User Experience 128

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Stay current.

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Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Thematic

FEBRUARY 13, 2019

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling to meet these experts.

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CCO Council

MARCH 13, 2016

Last week I called my bank, entered my account number into their automated system, then my pin, then my zip-code, then the last four numbers of my social security number. Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media.

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Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. The bank would respond “OK, here are the steps and the timeline.”

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Customer Bliss

MAY 30, 2017

He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time. He designed a best-in-class customer experience model now utilized across a global footprint. About Claudiu. Alliterative!

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Financial Banking Healthcare Leadership 121

SurveySparrow

JANUARY 1, 2020

happiness expert), big blogs are being written about it, Ted talks are being produced on the topic and banks and VCs are even starting to look at CX metrics as investment indicators. You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006.

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Customer Experience Chief Customer Officer Case Study Customers 88

North Highland

MAY 28, 2019

I was joined by a panel of uber-talented and insightful CX practitioners that included Mark Slatin, Senior Vice President, Client Experience at Sandy Spring Bank; Nick Frunzi, Chief Customer Officer at Esri; Maria Marino, who will soon join Gartner’s CX practice; and moderator Carolyn Galvin, Senior Principal Analyst from Nuance Communications.

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Peter Lavers

JULY 7, 2015

Metro Bank “stupid bank rules”). Do we ask customers if they think we’re agile? Be careful not to ignore ‘good’ customers who just get on with their lives – don’t particularly respond, enquire, complain etc. but do keep buying – some companies promise that new customers will never get better deal than existing.

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Customer Centricity Chief Customer Officer Case Study Banking 40

Qualtrics

NOVEMBER 16, 2021

At a time when it’s easier than ever for customers to move who they bank with or buy insurance from, there is a major opportunity for providers to increase their share of wallets. In order to deliver this vision, we knew we had to rethink the way the insurance industry traditionally approached customer experience.

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Insurance Industry Customer Experience Chief Customer Officer 26

Qualtrics

NOVEMBER 19, 2019

“If we don’t provide a great experience for our internal employees, there’s no way we can expect them to provide a great experience for their external customers.”. – Anahita Reilly, Chief Customer Officer of U.S. Read more: How Bank of Ireland puts data at the heart of its CX program.

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Management Chief Customer Officer Healthcare Banking 31

Think Customers

NOVEMBER 4, 2019

Investment bank Morgan Stanley forecasts a 0.3 Volkswagen Australia Builds Trust with Chief Customer Officer Understanding how the customer thinks and behaves is exactly what Jason Bradshaw, the first chief customer officer at Volkswagen Group Australia , has set out to do. Turbulent times U.S.

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Industry Automotive Chief Customer Officer Transportation 40

Qualtrics

DECEMBER 17, 2019

To delight customers, brands will use experience data to pinpoint the key moments in the customer lifecycle to ensure they exceed expectations. Roles like Chief Customer Officer , Chief Growth Officer and Chief Experience Officer will become more common as CMOs realize that their remit is too narrow for the expectation that exists.

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Brands Chief Customer Officer Case Study Hotels 32

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

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