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. The best part?

Chief Customer Officer 52

Chief Customer Officer Self Service Conference Customer Success 52

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Customer Bliss

NOVEMBER 1, 2018

Though Lyft was growing quickly, Mary didn’t want to lose sight of continuing a delightful customer experience. They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged. Outdated technology was slowing communications and leaving some customers less than satisfied.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Totango

NOVEMBER 12, 2018

The event brought together executives from leading enterprises in the Bay Area including SAP, Symantec, Oracle, FireEye, Juniper Networks, PayPal, and Akamai Technologies, enabling them to convene over mutual goals, learn from like-minded individuals and network with other senior CS leaders. More about the event here. You might also like.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

Gainsight

MARCH 10, 2022

Attend conferences, watch webinars, read books, and look for CS leaders to follow. Once you find a job, stay engaged! One of the most exciting new roles to emerge in SaaS businesses is the CCO or Chief Customer Officer. In the past, customer success reported into Sales, Marketing, and Operations.

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

ChurnZero

MAY 12, 2020

Description: In the only podcast dedicated to customer-centric growth leaders in the B2B SaaS and tech space, we share conversations with industry executives who are actively growing and scaling their businesses with a customer-first approach. The SaaS Revolution Show. Host: Alex Theuma , Founder and CEO of SaaStock.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

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.

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

Maru Group

FEBRUARY 19, 2020

The one-day symposium was held on January 27th, 2020 in San Antonio at DistribuTECH, the utility industry’s leading transmission & distribution conference. From the Symposium, it is clear customers want more from utilities. Customers are ready to engage in saving energy, but it needs to be on their terms.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

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. He is also a consultant, coach, and trainer for technology professionals across 30 countries. Ari Hoffman.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

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.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

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 . Companies apply the golden rule of business to customers and employees. . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

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. Consumer feedback should drive customer technology strategies. And more.

Government 40

Government Self Service Customer Service Social Media 40

Amity

JUNE 28, 2017

Step 3: Calculate the Customer Maturity Index. The process we follow: Group factors by characteristic (Charter, People, Process, technology). Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same. Click into picture to zoom in.

Effort Score 60

Effort Score Conference Chief Customer Officer Consulting 60

Gainsight

APRIL 12, 2023

Mistake #3: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! Lesson: Many times, I thought “I need to hire for the role I’ll need 4 years from now.”

Self Service 52

Self Service Chief Customer Officer Software System 52

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

ChurnZero

NOVEMBER 15, 2019

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. . . So, let me just start on the technology side a bit. Danielle Middlebrook, Sr.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 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

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. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries.

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 ! Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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 ! Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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.

Chief Customer Officer 48

Chief Customer Officer CRM Customer Success Comparison 48

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.

Customer Success 126

Customer Success Chief Customer Officer How To Sports 126

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JUNE 4, 2019

Now customer success has its own prestigious award! This year at our annual Pulse conference , Gainsight launched the Pulse Impact Awards. We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year. The Product Experience Award – Bizzabo.

Chief Customer Officer 8

Chief Customer Officer Innovation Conference Customer Success 8

Kayako

FEBRUARY 13, 2019

Do your processes work for 40 customers? What happens to your business when you begin to experience true hypergrowth and you have 40,000 customers to engage? Help the CMO grow their sphere of influence while growing engagement and growth by leveraging marketing expertise – it’s a win-win! Think Scale. How about 400?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ChurnZero

APRIL 14, 2023

Despite differences in working styles and focuses, Customer Success and product need each other to succeed. Think about it from a customer’s perspective. A part of their experience with a company comes from the engagement they have with customer success managers. However, the cadence of engagement isn’t formalized.

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

Gainsight

MAY 18, 2023

Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight, kicked off the Product Keynote to explain how Gainsight’s three product lines come together to power Digital Customer Success. Digital is in addition to you.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

Gainsight

MAY 10, 2021

If you haven’t signed up for our free virtual conference yet, what are you waiting for? Top Picks: Simplifying Customer Success Track. Spotlight: Lorna Henri, Vice President of Customer Success at Modern Health. Topic: Launching Customer Success Fast. Familiar Favorites: Customer Success at Scale. Register here.

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

Stella Connect

JUNE 5, 2017

This week, we’ve enjoyed meeting and sharing ideas with like-minded professionals at the ICMI conference in Orlando. But we’re also looking ahead to the next great industry event: this year’s CCW Conference & Expo , June 26–30 in Las Vegas. EVP and Chief Customer Officer, Frontier Communications. Salesforce.

Call Center 40

Call Center Contact Center Conference CRM 40

Team HGS

AUGUST 22, 2017

These team members look at real-time dashboards on a daily basis and continuously optimize AI models and the machine learning technology. I was speaking at a conference, and I asked VPs of customer service or chief customer officers if any of them had deployed bot technology. Lauren: Yes, we do.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. How was your journey to Customer Success Head and opening your own company?

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. I envisioned that, one day, I would become a consultant to some of the biggest companies in the world and a reputable keynote speaker that would travel the world speaking at conferences.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60