Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Blake Morgan

MARCH 28, 2023

Nationwide Insurance is known for its customer-centricity, largely because of its company-wide focus on listening to customers and using their feedback to continually improve the experience. The key to effectively listening to customers is doing something with their feedback.

Feedback 52

Feedback Company Chief Customer Officer Customer Centricity 52

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. R : Revenue growth management. A: Accelerate in winning channels.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

ClearAction

JULY 28, 2023

To help you do this: Automatic Experience Excellence and Experience Value Exchange (see list below) are the perfect complement to your CXPA membership as easy ways for all experience managers (CX, EX, PX) to learn how to influence every work group in your ecosystem (including partners, suppliers, agencies, etc.).

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Customer Bliss

JULY 13, 2018

Charlotte Dunsterville , Chief Customer Officer of Sure International Telecom, and Patricia Pedhom Nono , former general manager of customer service & customer experience at MTN Cameroon , share how they prioritized and assessed the work they needed to do in order to transform CX in their organizations.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. Roger has extensive experience in the leadership of global companies. It means improving connections!

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

ECXO

APRIL 26, 2023

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). It also sits with the Chief Design Officer (or equivalent). To sum up Great experiences are built on wow, not adequate.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Qualtrics

MAY 23, 2019

As more and more organizations look to Experience Management (XM) to grow their organizations, the c-suite is evolving to put ‘experiences’ front and centre and make sure XM gets visibility and support at the highest levels. Chief People Officer. Chief Customer Officer (CCO). What do they do?

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

Qualtrics

NOVEMBER 19, 2019

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics.

Management 31

Management Chief Customer Officer Healthcare Banking 31

Customer Bliss

MAY 3, 2016

He focuses extensively on Voice of the Client work and The Northern Lab, a human-centered design experience that works with a wide variety of stakeholders to design differentiated experiences for both customers and employees. Connect with Scott. Scott is on LinkedIn. Key takeaways. How Scott Designed His Team .

Chief Customer Officer 100

Chief Customer Officer Leadership Video Customer Experience 100

CCO Council

NOVEMBER 21, 2019

” Like Jeb found at Oracle, we need to provide opportunities to connect employees with customers and direct their intrinsic desire to serve customers. Engaging Employees in your Ease of Doing Business Efforts. Improved employee experience almost always translates into an improved customer experience.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Customer Bliss

MAY 5, 2016

Cross-functional teams and the ‘three-hump camel’ In my book Chief Customer Officer I refer to these cross-functional teams as building a “three-hump camel.” The goal is real feedback on processes from both customers and employees (external and internal). ” What does that mean?

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

ProProfs Chat

DECEMBER 7, 2018

Daniil Kopilevych Growth Manager, HelpCrunch. Adding a human touch and being transparent throughout your conversations will help your customers connect with your brand easily. Ingrid Lindberg CXO & Founder, Chief Customer. Do you know what you want your customers to FEEL when they are dealing with you?

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Think Customers

NOVEMBER 4, 2019

associate professor of marketing at the Owen Graduate School of Management at Vanderbilt University , who is also a behavioral scientist. “If The employee experience is what ultimately drives the sustainability of any customer experience,” Bradshaw says. Turbulent times U.S. auto sales are expected to be about 16.9

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Dig in and enjoy. . . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

Wootric CX Blog

FEBRUARY 14, 2019

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. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

JANUARY 2, 2019

Win: Connected Government Act passes. The January 2018 passage of the Connected Government Act was a win for government CX because it requires new or updated public-facing federal websites to be mobile friendly. The Office of Management and Budget (OMB) sent out some formal new CX-related “to-dos” to big agencies.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

SmartKarrot

MARCH 10, 2022

Secure and speedy connections, workplace information access, and data security are some aspects that CIOs need to deal with in today’s remote work culture. In traditional terms, a CIO is one who would respond to information on the website and effective management of the IT support. Need for instant connection with the CX teams .

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

ClearAction

MARCH 22, 2024

“ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.” ” (silos!) How do you influence companywide?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

SmartKarrot

AUGUST 16, 2022

QBRs help reinforce positive relationships with customers. You are connected to customers and so know what they face on a daily basis. You can customize your approach and strategy with customers. Customers can voice their issues with the usage, feature, or support process of the product. Keep goals on track.

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization.

Chief Customer Officer 126

Chief Customer Officer Culture Transportation Leadership 126

ECXO

DECEMBER 26, 2023

About the book: This is a journey into Digital Customer Service and Customer Culture because both are key pillars to deliver great business results. – Empowering and up-skilling your front-line team when dealing with the end customer over digital channels (i.e. Here is the link. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. linkedin Why?

System 338

System Effort Score NPS Net Promoter Score 338

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. They have delivered feeds of structured data to the right people and enabled ‘case management’ and ‘closing the loop’ to resolve issues for unhappy customers. Think Smiling Companies, Happy Customers.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

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: a customer experience strategy consulting firm.

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Client Experience Offers a Competitive Advantage. a law firm in Baltimore Maryland.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148