Blake Morgan

JULY 1, 2025

With 230 million monthly active users and a rapidly growing B2B business, Canva has figured out how to align CX, sales, and product around the customer. I sat down with Rob Giglio , Chief Customer Officer, to learn how they’re pulling it off.

Chief Customer Officer 59

Chief Customer Officer Data Customer Experience B2B 59

CX Journey

JUNE 4, 2025

Just like you have a Chief Customer Officer, you need a Chief Employee Officer (or Chief People Officer, Chief Talent and Culture Officer, etc.). But the motives and motivation aren’t there to tie it all together. Think about the candidate experience , for example.

Employee Experience 199

Employee Experience Culture Chief Customer Officer Employee Engagement 199

ECXO

MARCH 6, 2025

Ideally, the CEO and other senior leaders champion the effort, making it clear through their actions and priorities that customer experience is not just a frontline issue but a strategic, company-wide imperative. This high-level governance aligns all departments with the CX goals.

B2B 340

B2B Customer Journeys How To Effort Score 340

ImprintCX Articles

NOVEMBER 12, 2024

In a recent discussion with Vinay Parmar , I was struck by his suggestion that the title of Chief Customer Officer should be changed to Chief Collaboration Officer.

Customer Experience 52

Customer Experience Chief Customer Officer Competitive Advantage Customer Retention 52

Blake Morgan

JANUARY 28, 2025

By aligning with customer objectives, building tailored frameworks, and delivering consistent value, companies can set themselves apart and achieve sustained growth.

Customer Success 52

Customer Success Strategy Chief Customer Officer Leadership 52

Totango

NOVEMBER 21, 2024

If my team is able to stay ahead of churn pitfalls that were previously unpredictable, that’s a win and puts a clearer lens on the opportunities to protect and grow customer revenue,” said Conor Nolen , Chief Customer Officer at Drata.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Gainsight

JANUARY 10, 2025

62% of organizations in industries outside of B2B tech are adopting CS principles to meet customer needs and improve outcomes. Brent Krempges, Chief Customer Officer at Gainsight, states, Organizations across industries increasingly recognize CS as central to the customer lifecycle, driving collaboration across departments.

Trends 52

Trends Report Self Service B2B 52

Support EXP

JULY 2, 2025

Among the many questions banks and credit unions struggle with is whether to appoint a Chief Experience Officer (CXO) or Chief Customer Officer.

Chief Customer Officer 52

Chief Customer Officer Case Study Competitive Advantage Banking 52

ChurnZero

JUNE 13, 2025

ChurnZero guest article by Megan Beltran , Chief Customer Officer, Virtuous At some point in your company’s growth, the customer journey stops holding together. But, from the customer’s perspective, it still feels fragmented. You’ve built processes, hired smart people, and refined onboarding, support, and renewals.

Customer Journeys 52

Customer Journeys How To Chief Customer Officer Effort Score 52

inQuba

FEBRUARY 11, 2025

With the developments of AI, and reflecting on the very poor experiences that customers have had with Chatbots, it begs the question, why havent we seen dramatically better implementations of AI to service and guide customers? As the agent is interacting with the customer, content is presented that is relevant to the query.

Customer Journeys 52

Customer Journeys Chief Customer Officer Chatbots Interaction 52

inQuba

APRIL 16, 2025

Why AI Alone Isnt Enough for Great Customer Experience Despite the hype, most AI-powered chatbots deliver disappointing customer experiences. The main reason is their inability to understand the customers unique situation and history. But even then, its the human agentnot the AIthat bridges the context gap.

Customer Journeys 52

Customer Journeys Management Chief Customer Officer Chatbots 52

Customer Think

JUNE 13, 2025

Claiming to be “consumer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise consumers, yet their strategies often miss the mark due to a lack of meaningful integration.

Leadership 45

Leadership Culture Consumers Strategy 45

CSM Magazine

FEBRUARY 20, 2025

Shep Hyken With decades of experience as a customer service expert, Shep Hyken delivers actionable strategies designed to create unforgettable customer experiences and boost loyalty.

Leadership 52

Leadership Customer Service Chief Customer Officer How To 52

eglobalis

JUNE 3, 2025

The quantitative evidence shows that the convergence of CX functions drives customer retention , operational efficiency , and financial performance making the case for CX as the business umbrella not only logical but measurable.

Customer Success 385

Customer Success Customer Experience Net Promoter Score Effort Score 385

Gainsight

FEBRUARY 27, 2025

As the Office Vibes Manager and Executive Assistant to the Chief Customer Officer at the time, Shorter worked in the Redwood City officewhere nearly every Gainsight employee started their journey.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customers 52

Customer Bliss

SEPTEMBER 18, 2018

In my new 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. The following is a lightly edited transcript of the video below.

Engagement 334

Engagement How To Chief Customer Officer Video 334

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. The post Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot appeared first on Customer Bliss.

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Chief Customer Officer Customer Centricity Financial Culture 210

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. Will You be Supported in Your CCO Role? . Click To Tweet.

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

Customer Bliss

MARCH 14, 2017

Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

Customer Bliss

SEPTEMBER 26, 2017

Feel free to reach out if you would ever like to chat about your customer success strategy. Together we can make every day better for our customers and I am happy to help. How Do You Take Steps To Achieve A Chief Customer Officer Role? Going From Director Of Customer Relations To VP, Customer Success.

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX 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). Collaboration between the [.]

Chief Customer Officer 503

Chief Customer Officer Strategy Customers Customer Experience 503

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do?

Chief Customer Officer 128

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 128

ECXO

MARCH 21, 2023

Eytan Hattem Formato Convencional The ECXO- European Customer Experience Organization is thrilled to present Building a CX Driven B2B Operating Model by Eytan Hattem , Chief Customer Officer at Prodware. appeared first on ECXO - European Customer Experience Organization.

Chief Customer Officer 156

Chief Customer Officer B2B Consulting Innovation 156

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson.

Chief Customer Officer 296

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 296

MyCustomer

FEBRUARY 20, 2023

Engagement A single executive chief customer officer is wrong

Chief Customer Officer 100

Chief Customer Officer Customers Engagement 100

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Q: Which channels does Craveable Brands use to capture customer feedback?

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

InMoment XI

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

Chief Customer Officer 150

Chief Customer Officer Conference Connections Customers 150

Kristina Evey

OCTOBER 22, 2019

Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX.

Chief Customer Officer 277

Chief Customer Officer Employee Experience Customers Leadership 277

Customer Bliss

MARCH 12, 2019

What’s the State of Customer Experience? Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Tell everyone: where do you see CX—the state that customer experience is in—right now across the industry? View this post on Instagram.

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership Video 273

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Episode Overview. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. Create One Version of the Truth. But the key is to do a common version of the math.

Measurement 289

Measurement Chief Customer Officer Metrics Video 289

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. Year 4 and Beyond: Chief Customer Officer Priorities.

Chief Customer Officer 183

Chief Customer Officer How To Leadership Meeting 183

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.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. The Importance of a Chief Customer Officer.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179