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Chief Customer Officer – What’s in a Name?
Andrew Mcfarland
SEPTEMBER 27, 2020
Calling Sales leaders the Chief Customer Officer confuses customers and hurts companies. Best Practices Customer Loyalty CCO Chief Customer Officer
Chief Customer Officer Related Topics 
Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot
Customer Bliss
JUNE 8, 2020
Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? Customer centricity requires that your go-to-market functions work in sync.
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Meet our new Chief Customer Officer, Walt Weisner
BirdEye
JANUARY 13, 2021
We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies.
Do You Need a Chief Customer Officer?
Customer Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives. Throwing head count at the customer challenge is not necessarily the automatic solution.
Customer Success: A CCO's Journey of Trials, Celebrations, and Everything In Between
Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting
"Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning. Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small. In this session, Jeb Dasteel, the former long-time chief customer officer of Oracle, will candidly discuss his views, successes, and even failures in implementing Customer Success programs in a Fortune 100 organization.
Do You Need a Chief Customer Officer?
Customer Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives. Throwing head count at the customer challenge is not necessarily the automatic solution.
Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine
ijgolding
JUNE 16, 2015
Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Re-branding a Marketing professional, or a Customer Service professional a CCO does not mean they have the competencies required to fulfill the role. Unite accountability as customers experience you.
Chief Customer Officer: Roles and Responsibilities of the Modern CCO
SmartKarrot
SEPTEMBER 10, 2020
When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization.
8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask
Customer Bliss
MARCH 2, 2018
Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. As you’ll see in my list of questions below, customer experience transformation requires deep organizational changes in both thought and action. Will You Elevate Customers as the Asset of Your Business?
Brainshark B-B Chief Customer Officer Diane Gordon – CB42
Customer Bliss
MARCH 14, 2017
One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. Brainshark is a sales enablement and product suite company in Massachusetts; their customer experience efforts were profiled in Forbes recently.
Redefining Customer Experience Metrics for Better Performance
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
CEO Guide To The Chief Customer Officer Role
Experience Matters
APRIL 6, 2017
Someone recently raised the question: Why do companies need a chief customer officer… isn’t that the job of the CEO? It’s a fair question, since organizations can’t just keep adding new “Chief <Fill In The Blank> […]. Customer experienceVersions of that question have been around since the role started to become popular more than five years ago.
10 mindsets for change from Australia’s chief customer officers and experience leaders
Alida
APRIL 27, 2018
Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). According to many of the speakers, creating empathy within your organization for employees and customers will guide you on a path to create better customer experiences. Build customer intimacy.
Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience
Kristina Evey
MAY 1, 2019
Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read More Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience. The post Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience appeared first on Kristina Evey
Two roles of a Chief Customer Officer
Zeisler Consulting
NOVEMBER 5, 2020
The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. Depending on your Customer profiles, this may be a huge part of this aspect of the work.
The Shopkeeper and the Rise of the Chief Customer Officer
MaritzCX
APRIL 1, 2015
How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article
It’s Time For A US Federal Chief Customer Officer
Forrester's Customer Insights
DECEMBER 4, 2020
The Biden administration should work with Congress to create a permanent federal chief customer officer (CCO) role to oversee policy, spending, and interagency coordination for all federal customer experience (CX) efforts. Age of the Customer
Chief Customer Officer in Manufacturing & Distribution With Anne Herman – CB47
Customer Bliss
APRIL 18, 2017
Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. In her role, Anne not only leads the customer experience transformation for MSA, but she also holds responsibility for running the quality, delivery and support operations for MSA globally. . Anne is the third Chief Customer Officer for MSA. Customers Want To Have An Easy Experience.
Top 4 Metrics Chief Customer Officers (CCOs) Must Know
ChurnZero
MAY 29, 2020
Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. To avoid these perilous potholes and hone your focus, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why.
A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29
Customer Bliss
NOVEMBER 29, 2016
Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Time and again, in financial services, energy as well as original equipment manufacturing, Donna has introduced category changing thinking while guiding purposeful and adaptable practices with positive results for customers and profitable returns for her companies. Establish listening with employees and customers. Episode Overview.
The Shopkeeper and the Rise of the Chief Customer Officer
MaritzCX
APRIL 1, 2015
How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article. Retail
The Shopkeeper and the Rise of the Chief Customer Officer
MaritzCX
APRIL 1, 2015
How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article
11 Statements to Help Assess if Your Company Needs a Chief Customer Officer
Customer Bliss
AUGUST 22, 2018
You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.
Chief Customer Officer 2.0 Helps You Build a Customer-Driven Growth Engine
Customer Bliss
JULY 21, 2015
Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. My new book contains an explicit path and set of actions to unite your Chief Customer Officer and leadership team in leading your customer-driven transformation. It will guide you on how to earn the right to growth by improving customers’ lives.
The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39
Customer Bliss
FEBRUARY 21, 2017
The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert Bridge is the Chief Customer Officer of Telegraph Media Company — a role which he came to after many years building up to this role from digital roles across multiple industries, including Yahoo. Robert worked hard to understand, define, and ultimately explain the various customer segments.
11 Statements to Help Assess if Your Company Needs a Chief Customer Officer
Customer Bliss
AUGUST 22, 2018
You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.
The Rise Of Federal Chief Customer Officers
Forrester
MARCH 6, 2015
Hundreds if not thousands of leading corporations have created chief customer officer (CCO) positions in recent years to help them become more customer-centric. For more of my federal CCO research, check out my Executive Q&A: Federal Chief Customer Officers report on forrester.com or my blog post on the subject. Customer Experience
Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71
Customer Bliss
OCTOBER 3, 2017
Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. Enrique is also a sought-after speaker and has spoken in some Customer Experience conferences and has appeared in major Spanish newspapers and magazines.
From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60
Customer Bliss
JULY 18, 2017
It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. Putting in processes and systems across different coding languages and functions — while trying to unify everything for the end customer — was a journey. Over time, his passion for customers was evident, which is the main reason one role evolved into the next.
Totango Attends Chief Customer Officer Fall 2018 Conference
Totango
SEPTEMBER 12, 2018
The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.
The Lifecycle and Legacy of a Chief Customer Officer, with Stephen Ingledew – CB63
Customer Bliss
AUGUST 8, 2017
Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. Customer as assets: Acquisition and retention. At Standard Life, there was great growth in pockets (new customer acquisition).
Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?
Retently
OCTOBER 19, 2018
How do you approach customer happiness in your company? Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer satisfaction lightly can be dangerous too. CCO stands for Chief Customer Officer.
How to Tell if the Chief Customer Officer Role is Significant, With Camille Harrison – CB30
Customer Bliss
DECEMBER 6, 2016
Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. In our conversation we discussed her successive roles, and why in particular the Chief of Staff role prepared Camille for the Chief Customer Officer role. Previously, she was Chief of Staff. Episode Overview.
Helping 40 Million Students Repay Their Federal Student Loans, With Chief Customer Officer Brenda Wensil – CB25
Customer Bliss
NOVEMBER 1, 2016
Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. What are the key elements of customer experience in this specific role? Episode Overview.
A Conversation about Oracle’s’ Chief Customer Officer Experience, With Jeb Dasteel – CB015
Customer Bliss
AUGUST 2, 2016
Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . In our conversation, Jeb discusses how the role has evolved, how he has built the team, and how he engages engineers and a very action driven culture to care about and improve customer experience. Individual customer experiences cannot be acquired any other way.
Introducing the “Chief Customer Officer Human Duct Tape Show”
Customer Bliss
MAY 18, 2016
In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth. The customer experience moments that drives value and growth.
The Rise - and Flutter - of the Chief Customer Officer
Think Customers
MARCH 17, 2015
Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. According to The 2014 CCO Study conducted by the Chief Customer Officer Council, 22 percent of Fortune 100 companies have adopted the role.
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