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. She ensured decisions were communicated and that action items were coordinated between divisions and completed.

Chief Customer Officer 100

Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Innovation 131

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. A master communicator, Peeples works to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Establish listening with employees and customers.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

SEPTEMBER 27, 2018

Customers complained that their problems were taking too long to be solved. Lucy had to figure out how to design her organization in a way where all of the departments are working together to achieve customer success. Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. What are you looking to climb?

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Build one-company definitions of customer segments, customers to invest in.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO). Every organization, leadership dynamic, employee culture, and business is different.

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. I call that One-Company Leadership. Episode Overview. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

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?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience B2B 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Customer Bliss

AUGUST 3, 2018

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. 7 Customer Experience Insights You Can Apply to Your Organization. Focus more on your own people and teams.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. CX #Leadership Click To Tweet. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

SEPTEMBER 26, 2019

These teams thrive when C-suite leadership plays an active role in guiding the build-out of the “beta” versions of these competencies. We typically divide up the leadership team, assigning them by competency. Headcount is powered by results and the ability to communicate and engage leaders in seeing value in the work. #CX

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Resources 137

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? I’ve always been fascinated by communication and those that are incredibly effective at it. Company : DataCamp. Question 1.

Chief Customer Officer 40

Chief Customer Officer eBook Customer Success Software 40

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. If you want happy customers, you need happy employees.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Achieving clarity for your role and leadership’s required involvement. Successful Chief Customer Officers need to deliberately build a plan of action in the early years.

Chief Customer Officer 100

Chief Customer Officer Leadership Resources Culture 100

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Realize that customer experience work is hard and you'll need people that are credible and resilient to help you continue to drive through. Episode: A Toolkit for Customer Experience Leadership in Government with CCO Anahita Reilly.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

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. She ensured decisions were communicated and that action items were coordinated between divisions and completed.

Chief Customer Officer 100

Chief Customer Officer Return on Investment Leadership Hospitality 100

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

JANUARY 10, 2019

Michael put together process documentation for how they would handle situations related to customer service and clean energy. Michael and his team needed to create movement around a communication and channel strategy to keep clients. Use Education and Emotion to Communicate with the Customer. Retention strategy.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Do they know?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Groups 111

Groups Chief Customer Officer ROI Leadership 111

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Communicate the differences between customer service and experience.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

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. With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

OCTOBER 31, 2017

Collaborative and deep relationships that already exist with the senior leadership team. It’s one that involves a lot of communication, education, and analysis. Client experience is a methodology which involves communication, education, and analysis Click To Tweet. People in the c-suite love it.”

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. It may take intense relationship building and a dedication to communicating CX results. In time, as CX proves its merits, a path to centralized CX leadership will become available.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247