TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

DECEMBER 6, 2018

Through a workshop that lasted a few days, he clarified what CX is and asked them to participate in creating a maturity assessment based on how they felt about the company – looking at product design, networks, internal organization, and more. From here, he gathered top issues that everyone in the company could focus on.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Kerry Bodine

MARCH 8, 2017

In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and how it can benefit their organizations. The second concept is limited to the interactions customers have with in-person employees in certain industries. But it’s been a hard slog for two key reasons.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Customer Bliss

NOVEMBER 23, 2016

Those are: Customers as assets. Build a customer listening path. One-company leadership, accountability, and culture. Using this audit in a workshop setting is very powerful, and something we often do at the beginning of coaching. Many of these ideas are contained in Chief Customer Officer 2.0

Chief Customer Officer 100

Chief Customer Officer Leadership Culture Innovation 100

Customer Bliss

JANUARY 10, 2019

With over 10 years of experience under his belt, leading customer-facing teams, Michael sheds some insight into how he breaks through some of the challenges to get customers to think differently about their energy options. . Build Your Company with a Capable Team.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

ClearAction

JANUARY 8, 2024

Then you must champion insights through suggestions for various functional areas, workshops, and change management for accountability and applause of progress and action plan completion. Customer-centric organizations do not materialize from mere training or programs. ” This reaction is essential for generating CX ROI.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

BlueOcean

JANUARY 9, 2018

With the help of big data analysis, AI tools can personalize every call, email, live chat, social response, and conversation based on the customer’s prior interactions, preferences, transactions, purchases, browsing habits, and more. AI is not one “tool” in the customer support toolkit of the future. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Customer Bliss

SEPTEMBER 13, 2016

Some topics I tend to embrace include: Become a Beloved & Prosperous Company that Earns Social Media Raves & Growth. Helping Companies Grow…by Improving Customers’ Lives. How to Build Your Customer-Driven Growth Engine. Leading Customer Experience Transformation & Innovation. I had some energy that day!

Chief Customer Officer 0

Chief Customer Officer Social Media Culture Video 0

CX Centric

MARCH 3, 2021

All the aspects concerning storytelling were touched upon from the very definition of what storytelling is to also the importance of storytelling to the companies. For this session we were very lucky to have the coveted Keith Kmett, Chief Customer Officer and Master Story Teller. less talk, more action. “

Chief Customer Officer 52

Chief Customer Officer Video Feedback Engagement 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Customer Guru

AUGUST 8, 2018

Blake Morgan is a keynote speaker, best-selling author, and futurist in the field of customer experience. She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Bruce Temkin Follow @btemkin.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Help Scout

SEPTEMBER 14, 2021

As a small business, you actually have some advantages over larger companies. Instead of trying to simply keep up, you should double-down on the things larger companies can’t do to get ahead. One example he shared was solving a customer issue quickly, even though it was outside of standard working hours. It’s for good reason.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. 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).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. With this a company can achieve short term growth. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales? That is NOT a good idea.

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. They’re the hand that feeds you — your true boss.

Metrics 62

Metrics Effort Score ROI Policies 62

ChurnZero

MARCH 3, 2020

I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric.

Customer Success 97

Customer Success Metrics Customers Trends 97

Qualtrics

FEBRUARY 6, 2019

Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Day one consists of deep-dive workshops and an invite-only leaders forum for product leaders Director, VP, CPO or higher. Date: July 15-16, 2019.

Conference 33

Conference Management Innovation Roadmap 33

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. She has witnessed the evolution of customer experience and is very authoritative on the subject.

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

SmartKarrot

JANUARY 5, 2021

Lincoln’s valuable Exponential Growth Framework is the culmination of his tactics to bolster the growth strategy for companies around the globe. She has also geared up many product-based SaaS companies as an Investor in recent times. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Helen Dewdney

SEPTEMBER 4, 2018

In March 2017 Helen attended the Retail Week conference to run a workshop Whilst there she attended a seminar where John Allan, chair of the Tesco board, made remarks about white men becoming an endangered species. Interviewing the new Tesco Chief Customer Officer. Not impressed, Helen wrote about this on her blog.

Case Study 60

Case Study Consumers Study Social Media 60

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. His area of expertise is customer loyalty. Jeanne Bliss. JeanneBliss. |.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. I actually interviewed Samir Bitar on my podcast, The Chief Customer Officer Human Duct Tape Show , and we talked about his individual journey in this CCO-like role. What kinds of changes has journey mapping sparked in your company?

Customer Journeys 190

Customer Journeys Chief Customer Officer Leadership Customer Centricity 190

Alida

NOVEMBER 8, 2017

As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. She joins Vision Critical with more than 14 years’ experience in driving customer experience programs, delivering successful initiatives and aligning departmental silos around the voice of customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. She led CX company-wide for 11 years at Applied Materials. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. The Process. Forty percent of respondents said they have eliminated hardly any effort.

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

Michel Falcon Experience

SEPTEMBER 25, 2014

Customer experience is the solution to silos existing within your company. To genuinely become a company that is focused on creating a world class customer experience you must have an individual – or team depending on the size of your company – who oversees customer experience.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. Watch the trends.

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

JANUARY 20, 2020

However, top winners will share a significant commonality: they’ll make their plays at their company’s foundations. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience. Customer experience is defined by customers. If so, it’s good CX.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

CCO Council

OCTOBER 2, 2019

A good friend and colleague, Anne Bowman, commented on a recent article saying, “We need to create human versions of WD-40” to lubricate away the friction between our company and our customers. Friction ruins nearly every mating surface, from metal, plastic, and even stones in a river blasted by water over time.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

ClearAction

JANUARY 20, 2020

However, top winners will share a significant commonality: they’ll make their plays at their company’s foundations. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience. Customer experience is defined by customers. If so, it’s good CX.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. The Oracle Service Cloud breaks down organizational silos to help companies deliver consistently outstanding service across all brand channels and touchpoints. To learn more, click here to download the first three chapters of Be Your Customer’s Hero.

Call Center 40

Call Center Contact Center Conference CRM 40

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: And how exactly is the customer success salary benchmarked?

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10

Answer Dash

APRIL 16, 2019

“Customer experience professionals often strive to fix everything for every single customer,” observed Diane Magers, formerly with Office of the Customer at AT&T. “At At another company, the sales reps were using the same service model, services set and pricing structure for everyone,” Magers recalls.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76