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.

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Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Then, they train these folks how to make change in their hand the old-fashioned way and how to count it back to you. Make hiring your most important decision. Leondakis a cup of coffee.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

TechSee

AUGUST 14, 2023

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. How can they create optimal joint business planning? Keep Employees Engaged and Informed.

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Chief Customer Officer Leadership Social Media Retail 161

Gainsight

MAY 3, 2023

The future of Customer Success (CS) is digital, but that doesn’t mean it can’t be beautifully simple. At Pulse 2023 , the largest conference in the Customer Success industry, we’re dedicating an entire track to unpacking Digital Customer Success (DCS): Digital Strategies to Help You Achieve More With Less.

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Chief Customer Officer Self Service Conference Customer Success 52

Customer Bliss

SEPTEMBER 27, 2018

When first coming into the role, Lucy looked into what the customer experience was for clients who were working with Genesys, especially around maintenance and support. Customers complained that their problems were taking too long to be solved. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Communication Chief Customer Officer Customer Care Customer Success 222

Education Services Group

OCTOBER 28, 2020

Do not perform QBRs just because it’s a requirement or part of your engagement model to do it on a quarterly basis. Always look at the bigger picture and assess the situation and the status of your customers to clearly identify what they really need in order to achieve their goals and desired outcome for their business.

How To 45

How To Chief Customer Officer Customer Success Customer Retention 45

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

Customer Bliss

AUGUST 9, 2018

Understand the settings they work in, the type of customer they are, which products they use, and how to drive empathy in employees. How is the room organized? A large conference room is set up once a quarter by stages of the customer lifecycle. What worked and what was the value? About Daniel Coullet.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Customer Bliss

NOVEMBER 1, 2018

It was immediately clear that the work was going to be centered around how to treat people better. For her, this was inclusive of treating employees, drivers, and customers well. “W They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged.

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Employee Experience ROI Chief Customer Officer Culture 175

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? How many people should we have in our CX team? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. I could go on.

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Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

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Chief Customer Officer Handbook Customer Success Knowledge Base 91

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Is your customer onboarding turning into a fixer-upper?

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Conference Chief Customer Officer Customer Success Software 98

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . The SaaS Revolution Show is brought to you by SaaStock Europe’s only B2B SaaS conference, which take place in Dublin, Ireland. The SaaS Revolution Show. Description: CHURN.FM

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Customer Success Chief Customer Officer B2B Roadmap 64

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

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Customer Success Interaction Chief Customer Officer Customer Experience 48

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. It’s pretty clear.

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Management How To Effort Score Customer Success 52

North Highland

MAY 28, 2019

This year’s conference theme – attended by over 300 practitioners, was “Moving Mountains,” which tells the story of where the CX community is focused. Discussions throughout the 3-day conference highlighted the need to continue to strive to ensure the customer is at the center of strategic business decisions.

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Chief Customer Officer Conference Banking Employee Experience 40

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. That’s great!

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Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

CustomerSuccessBox

DECEMBER 6, 2021

He is a complete customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Maranda Ann Dziekonski.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. .

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Customer Success How To Chief Customer Officer Sports 40

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. The Initial CCO Steps.

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ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Jay Nathan , Founder & Managing Partner, Customer Imperative . and how to take them from murky to magic. .

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Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

OCTOBER 30, 2020

No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. Who will own onboarding in three to five years: Product or Customer Success?”.

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Customer Success Net Promoter Score Effort Score NPS 93

CSM Magazine

AUGUST 22, 2019

SVP, Customer Care, Samsung. VP, Customer Experience, Twitter. Director, Customer and Partner Care Operations, Starbucks. Join the America’s biggest brands in their mission to bring customer service to the center of the business. Senior Director, Customer Care, Hilton. SVP, Head of Growth, WeWork.

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Customer Service Strategies Meeting Strategy Customer Service 40

Amity

JUNE 28, 2017

Customer Maturity Index measures the sophistication of the customer in running their function and consequently their ability to utilize and derive value from the vendor’s solution. It is aimed at identifying the actions the vendor should take to address the customer needs. A Framework to Calculate CMI.

Effort Score 60

Effort Score Conference Chief Customer Officer Consulting 60

Totango

JULY 23, 2021

Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used.

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Customer Success Chief Customer Officer How To Sports 126

Gainsight

APRIL 12, 2023

Lesson: Invest early in Digital Customer Success capabilities for all customers – like self-service, community, in-app engagement, telemetry, digital journeys, and product-CS feedback loops. But the spirit was the same: We are the experts on how to get value from our software. Teammates and clients will leave.

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Self Service Chief Customer Officer Software System 52

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Social media and other forms of engagement are great ways to hear what your customers are saying.

Government 40

Government Self Service Customer Service Social Media 40

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

Qualtrics

MAY 23, 2019

As the title suggests, they are responsible for everything to do with the people within the organization from their engagement and productivity to their career development and the impact they have on the organization’s bottom line. Chief Customer Officer (CCO). Chief Marketing Officer (CMO). What do they do?

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why?

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Sports Chief Customer Officer Conference Customer Centricity 62

Helen Dewdney

SEPTEMBER 4, 2018

Dave ensured that someone looked into the issue and a statement was issued which Helen shared: Dave joked that Tesco had given her material for her best selling book, How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! Tesco wrote a post for Helen’s blog informing people of how to become a Tesco tester.

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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. He specializes in customer experience, loyalty and engagement. Shep Hyken.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding !

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

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Chief Customer Officer CRM Customer Success Comparison 48

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding !

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130