Customer Bliss

OCTOBER 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. When customers need you, are you there? Delivering that peace of mind is not only the right thing to do it actually boomerangs back to you in customer karma.

Communication 128

Communication Chief Customer Officer Video Course 128

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience B2B 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

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. Chester joined Johnson & Johnson Consumer Inc. About Chester Twigg.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

SmartKarrot

JULY 15, 2022

A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. Due to its various automated systems. OmniGraffle.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. The same Deloitte study reveals that the biggest hindrance to implementing artificial intelligence in the contact center will be integration with existing systems. The future is, it seems, here at our fingertips.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Helen Dewdney

SEPTEMBER 4, 2018

It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Consumer law change. Interviewing the new Tesco Chief Customer Officer.

Case Study 60

Case Study Consumers Study Social Media 60

Customer Bliss

JANUARY 26, 2018

It’s certainly becoming a more popular method of communication for consumers. You need a strategy in place based off your customer journey. Consumers are getting more savvy when using tech to communicate with businesses, and their expectations continue to increase. Have A System That Fosters Customer Convenience and Ease.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

CSM Magazine

OCTOBER 13, 2020

The coronavirus pandemic has had an indelible impact on consumer behaviour, from accelerating touchless and digitally-driven experiences to reviving traditional channels, and much more. Considering customer journeys.

Customer Experience 59

Customer Experience Multi-Channel Chief Customer Officer Customer Journeys 59

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Gainsight

MAY 23, 2023

Among CS teams, 61% have responsibility for revenue growth, while 39% of companies have a Chief Customer Officer. It’s one website to go to, and you can do everything from submit feedback, open a ticket, talk to other people in the Community, consume learning content, events, that’s all there today.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. Natalie is the Vice President of Consumer Experience for Anthem Inc. Episode Overview. Close to 30 percent of them work from home.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Lumoa

JANUARY 19, 2023

Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? He did this through conducting meetings with employees and via the company’s internal messaging systems.

Transportation 129

Transportation Industry Management Guidelines 129

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.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

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. We have to fix the core system before we start examining engineering marvels!”

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Well, were they ever engaged?

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer Knowledge Base Sales Customers 52

ProProfs Chat

DECEMBER 7, 2018

IT’s incident systems and processes are designed to get attention too, and resolution for IT issues. Issues with the customer-experienced IT quickly become business incidents and require robust business processes and systems to ensure the experience of a potentially large number of customers is not at risk.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Talkdesk

FEBRUARY 5, 2021

Before the pandemic, consumers shopped in physical spaces as an activity—a way to interact socially. On the other hand, consumers used to buy things online, but in very transactional methods. Video commerce has become a great tool not just for consumer education, but also for upselling and cross-selling. We knew it before.

e-support 87

e-support Retail Contact Center Self Service 87

Eptica

JUNE 17, 2016

One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. Bear in mind your current capabilities and don’t be over-ambitious, particularly in the early stages of projects.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Gainsight

SEPTEMBER 29, 2021

The truth is, right now, customer success is a new and evolving industry. Perhaps there are more desired attributes, such as previous experience with CRM systems. There are even Chief Customer Officers that made their way into the CEO chair. Systems and Data. People in finance become Product leaders.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Customer Bliss

MAY 17, 2016

He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers).

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

SurveySparrow

JULY 3, 2021

But the battle for sales, brand loyalty, and customer retention in 2021 and beyond will be won by businesses that take customer experience seriously and execute strategies that audiences connect with. So why is customer experience significant all of a sudden? Because consumers expect more from brands than ever before.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

Customer Bliss

MARCH 8, 2018

Specifically, she wanted them to think about how would they communicate to customers, how systems might need to be altered, and how would they ensure proper customer support. Charlotte is passionate about the customer and describes her role as “representing the customer on the board”.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

inmoment

MAY 14, 2020

Many consumers are asking questions about their own healthcare coverage. But getting to this point requires that companies go beyond just understanding the journey and instead seek to understand member expectations and needs so they can build systems and processes around those expectations. What does my health care plan cover?

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Episode Overview. The importance of leadership buy-in.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Eptica

SEPTEMBER 3, 2015

What makes customers unhappy about the product or service, what do they struggle with and what areas need fixing? Only by spending time on the frontline can everyone – including senior executives – really understand how systems and processes relate to customers and how they can be amended to improve the experience.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Gainsight

OCTOBER 1, 2021

From Data and Processes to People and Systems, their responsibilities mirrored Sales Operations, step by step. They are willing to solve customer problems by “reverse engineering” the issues and getting at the solution. CS Ops leaders consume information at great volumes and look from every perspective to ensure nothing is missed. .

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. The next session covered the vital importance of taking a systemic approach to customer management to ensure end-to-end integration. Doug Leather.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

Wootric CX Blog

SEPTEMBER 18, 2019

Wootric’s modern customer experience management (CXM) solution is the easiest way for CX champions and teams to evangelize customer-centricity and empower stakeholder teams (such as marketing, product, operations, success and support) by democratizing insights from real-time customer feedback, including verbatim feedback, at scale. .

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40

Eptica

MAY 11, 2017

The event also saw the unveiling of the 2017 Magic Quadrant for the Customer Engagement Center (CEC). Based on Gartner’s research, analyst Michael Maoz showed that the market is being driven by the rise of the cloud, the growing number of systems involved in the CEC and the rise of mobile.

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51

ClearAction

FEBRUARY 28, 2019

. “No matter what type of company you’re in and what you provide, you need a consumer experience mindset”, Milista explained. “Even though we are a company selling to other businesses, everyone we touch as users of our products and services is a consumer who has high expectations for things to be solved rapidly.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? It’s time consuming. CRM systems are nice. Q&A Recap.

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Metrics ROI Customer Success System 80