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. Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight. However, my experience in CS-related roles extends over a decade.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

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

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. They explain how these experiences are created because of four elements: elevation, insight, pride, and connection. Author, keynote speaker, and consultant, Chip R.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 123

Chief Customer Officer Case Study Airlines Customer Service 123

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar. appeared first on Calabrio.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Jeanne Bliss, CEO Customer Bliss – Jeanne Bliss guides companies to achieve business growth through leadership bravery and elevated business practices.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. Our CEO Amit Bendov says this all the time: ‘follow the music.’

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

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. Then came the CTO and the CMO. So where is the line?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Experience Investigators by 360Connext

MARCH 8, 2018

A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Gainsight

FEBRUARY 9, 2022

You likely don’t have a big team, so they need to be world-class and help you scale with your customers. They should know how to connect with executives at your customers and teach your team how to do the same. strategy consulting) where they learned “high touch” client service. management consulting).

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

Customer Bliss

SEPTEMBER 27, 2018

Strategy: connecting the dots between customer experience and increasing revenue by explaining where Genesys was, where they need to be, and how they could help customers achieve success. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc.,

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar. appeared first on Calabrio.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar. appeared first on Calabrio.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Experience Investigators by 360Connext

MARCH 25, 2015

“Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 And how surveys tell them about how personal connections make the experience, especially when they hear about specific crew members more often than not. It’s a great distinction.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. It's not customer experience; it's really the whole ecosystem of your organization, and are you united? Connect with Bodine and follow her latest work on Twitter.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. The onus is upon the CX practitioner to help educate corporate decision-makers and connect the dots for them without coming across as a hard-sell. But, from that moment onward, I have never looked back.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

Customer Bliss

AUGUST 23, 2018

There’s now a customer focus group at C2C made up of senior leaders to help drive the future direction of the strategy. Anand first consults with the C-Suite to ensure they’re on board with the suggestions and he passes the work down to the focus group. Determine who will help drive your CX strategy.

Transportation 129

Transportation Industry Management Guidelines 129

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. But I knew that I needed to cut my teeth and earn experience if I wanted a smooth transition between being an employee and being an entrepreneur, consultant and keynote speaker.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Answer Dash

SEPTEMBER 14, 2019

They will also check out customer reviews, as it feels like insider scoop—from the fit of an item to the service they received in-store. Making a human connection with a store employees lets shoppers determine whether they can relate to and agree with their opinion. Additionally, company employees feel more trustworthy to us in person.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

Beyond Philosophy

OCTOBER 21, 2021

Mead says Customer Experience accreditation doesn’t touch these areas. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

APRIL 7, 2016

Growth is really about the customer. If you’re going to grow, you’ve got to find ways to get out there, connect with customer needs, to deliver against their needs and wants. Effective managerial decision-making is about connecting silos. Again: connect the silos. I call this one-company leadership.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

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

Gainsight

MARCH 10, 2022

Dana Soza, CEO, and founder of Customer Everything Solutions, is a consultant and coach in the business of helping companies and individuals begin the CS journey. She joined Adam in the Building Your Customer Success Career episode. Dana also suggested staying connected to the CS community because it is changing so rapidly.

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

Answer Dash

JUNE 27, 2018

In the beginning of my work, I was this crazy Italian girl who was so passionate about transforming the customer experience, but I didn’t always explicitly connect this type of work to its impact on the business – the bottom line. Find that person and get them on your team; know who to dance with.

Chief Customer Officer 63

Chief Customer Officer Customer Experience Leadership Policies 63

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Oracle

OCTOBER 22, 2018

Execution without customer connection is adequate, but a missed the opportunity to give customers remembrance of the moment. This idea and practice were adapted from Jeanne’s 35 years as both a chief customer officer and her practice consulting companies on behaviors on how to earn the right to growth.

Insurance 95

Insurance Chief Customer Officer Customer Experience Meeting 95

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Solvvy

JUNE 12, 2018

AI, Bots and Humans – The Future Customer Journey is Here. Jim Whatton , VP Solutions Consulting, Genesys. Chas Bowman , Senior Technical Sales Consultant, Genesys. We all know that technology is changing the customer experience landscape. Transform Your Customer Experience into Connected Omnichannel Journeys.

Chief Customer Officer 48

Chief Customer Officer Contact Center Omni-Channel Touchpoint 48