SmartKarrot

DECEMBER 20, 2021

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. Recent market trends indicate that the answer is a definitive YES. Are startups, then, losing out?

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19

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

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.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group, covering the consumer and commercial bank. Claudiu serves as a member of Citizens Executive Leadership Group and is also a part of the Harvard Business Review Advisory Council. Transforming CX in three segments.

Financial 121

Financial Banking Healthcare Leadership 121

Qualtrics

NOVEMBER 19, 2019

– Karalyn Smith, Chief People Officer at Sephora. I think a key underrated leadership quality is curiosity. – Emily Chang, SVP of Marketing at Starbucks. – Emily Chang, SVP of Marketing at Starbucks. Companies that deliver good customer service don’t outsource it”.

Management 31

Management Chief Customer Officer Healthcare Banking 31

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

MARCH 22, 2024

Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.” “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why? ” (silos!) Prevent data silos.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

APRIL 8, 2022

This is where the COO or the chief operating officer comes in. Though the role is not a new one like the Chief Customer Officer , there have been massive changes and extensive transformation over the years. Responsibilities of the Chief Operating Officer or COO. Building Operational Strategy.

Chief Customer Officer 10

Chief Customer Officer Financial Policies Report 10

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Gainsight

MAY 10, 2021

Want to learn from someone who is a Gainsight Award Winner for Customer Success Excellence in a highly competitive Saas market? Chart-Topping: Customer Success Operations. Spotlight: Will Rahim, Senior Vice President, Global Customer Success at Delphix, a global leader in digital transformation. What’s in a name?

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. You’re looking at reaching new markets. FULL TRANSCRIPT OF VIDEO DISCUSSION. Christopher: Phew!

Leadership 52

Leadership Consulting Financial Video 52

Gainsight

JANUARY 28, 2019

How many CEOs will I meet to talk about customer success? I’ve spoken to these SaaS CEOs about a variety of topics—everything from: Leadership and org decisions. As with every field, many of the best candidates (not all) are “passive,” meaning they aren’t in the market now. On this last number, I’m now in the several hundreds.

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

Kustomer

AUGUST 19, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out. Shame on us.

Culture 98

Culture Chief Customer Officer NPS B2B 98

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

System 338

System Effort Score NPS Net Promoter Score 338

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

Trends 82

Trends Customer Experience Insurance Chatbots 82

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? I’m just repeating; he’s the thought leadership here.

Metrics 80

Metrics ROI Customer Success System 80

SmartKarrot

APRIL 21, 2022

This means anticipate and plan for customer needs. To ensure long-term growth of businesses, they need to develop a customer-centric mindset. The first thing to do is create an exemplary plan with a visionary leadership that will channelise teams to focus on customers. The entire C-suite is responsible for the customer.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

This means anticipate and plan for customer needs. To ensure long-term growth of businesses, they need to develop a customer-centric mindset. The first thing to do is create an exemplary plan with a visionary leadership that will channelise teams to focus on customers. The entire C-suite is responsible for the customer.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10