Chief Customer Officer Related Topics 
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.
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. Customer centricity requires that your go-to-market functions work in sync.
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Gainsight
JANUARY 25, 2023
The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.
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 ?
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.
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.
Doing CX Right
SEPTEMBER 5, 2021
Brands are restructuring so that Marketing reports to the Customer Experience Leader. The post Should The Chief Customer Officer Oversee Marketing? Why is this shift happening now - and will it stick? appeared first on Doing CX Right.
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 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?
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.
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.
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.
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.
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.
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
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.
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
Gainsight
APRIL 14, 2022
One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Customer Success NRR
CustomerSuccessBox
MARCH 21, 2022
Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal.
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.
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.
Zeisler Consulting
MAY 4, 2021
I was recently speaking with a friend who’s a Chief Customer Officer. She has the support of her boss, the CEO, who often speaks of the importance of CX and why having a Chief Customer Officer is so valuable. It’s where this friction often occurs, between organizations, that Jeanne sees the greatest need for someone to come in and smooth things over on behalf of the Customer.
CSM Magazine
AUGUST 3, 2021
Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. Customer Service News
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.
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.
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. Retail
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
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.
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.
Gainsight
DECEMBER 16, 2021
What’s the ROI of Customer Success?”. If you want to start a fight (or at least a spirited debate) at a Customer Success conference, yell the following question and run out of the room: “Should CSMs own renewals?”. The Customer Experience Will Likely Get Better.
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.
ChurnZero
MAY 13, 2022
When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader.
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
Gainsight
NOVEMBER 3, 2021
Because of this, 100% of SaaS companies are investing in Customer Success. But the reality is that not every CEO is actually doing Customer Success well : One of the biggest questions on the minds of CEOs is “how should I structure Customer Success?” Customer Success
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.
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.
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.
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).
CCO Council
JUNE 17, 2014
Today''s customers require access to a company''s offerings through many forms of media in order to meet their preferences and lifestyles. Furthermore, they also require a consistent customer experience across these channels since they can easily choose to change vendors if they do not receive support that meets their expectations. This still-emerging and evolving role can be defined as: the executive responsible for the total relationship with an organization''s customers.
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
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