TechSee

AUGUST 14, 2023

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

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Customer Service Contact Center Customer Centricity Leadership 207

CloudCherry

DECEMBER 12, 2017

Deborah Eastman , who has held leadership positions in various functions such as sales, marketing, and professional services, will help inform CloudCherry’s Go-To-Market strategy in the US, and help amplify their rapidly growing presence & competitive differentiation. Then we met Deb and the rest is history.

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Chief Customer Officer Customer Experience NPS Customer Centricity 150

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). There is truly no reason to even embark on a CX program (or for that matter, to bother with a Customer Insights program) if its ultimate goal isn’t to correct the problems you find.

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Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). There is truly no reason to even embark on a CX program (or for that matter, to bother with a Customer Insights program) if its ultimate goal isn’t to correct the problems you find.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Chief Customer Officer Self Service Roadmap Customer Success 10

Gainsight

FEBRUARY 28, 2024

In a world where customer retention reigns supreme, their insights are invaluable. The Capote of CS Kellie Capote, Chief Customer Officer at Gainsight, sheds light on the evolving landscape of CS. The Jill of All Trades And then there’s Carrie Melissa Jones, a true polymath in the realm of community strategy.

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Customer Success Meeting Self Service Chief Customer Officer 52

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals.

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Customer Experience Net Promoter Score How To Customer Journeys 236

Gainsight

MARCH 15, 2022

But of course, Nick invited other great CS minds on LinkedIn to add their own questions and observations to the conversation. While not everything is about the bottom line, of course, finding out how much the company is investing in customer success can give you a pretty clear lens on what their commitment is. “

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Customer Success Company Chief Customer Officer How To 59

Gainsight

DECEMBER 2, 2019

Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Here are 10 articles and webinars that focus on the foundational aspects of customer retention and best practices to create a best-in-class customer retention strategy. What is Customer Retention?

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Customer Retention Resources Strategy Chief Customer Officer 52

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! And of course, thank you to the listeners who support this show and tune in to hear all of the wonderful CX insights, lessons, and tactics discussed.

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Customer Experience Chief Customer Officer Management Call Center 129

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Instead, educate and enable customers with a one-to-many approach.

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Customer Success Industry Trends Chief Customer Officer 52

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”. Share stories of their success.

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Culture Customer Service How To Policies 139

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

Customer Bliss

NOVEMBER 23, 2018

Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us. How do you build the right onboarding process that’s built around your core values and that customer centricity? There’s always so much to learn!

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Horizon CX

DECEMBER 31, 2018

Organizations seem to still struggle with figuring out how CX fits within their overall business strategy. What’s mostly standing in the way as I see it is the current economic outlook that is causing organizations to stay the course and avoid any potential risk.

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Customer Journeys Chief Customer Officer NPS Consulting 100

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. There may be other factors that are important to specific customers.

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Culture Customer Experience B2B B2C 52

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. Instead, he cringes. Daniel Sills.

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Marketing Customer Centricity Net Promoter Score Chief Customer Officer 61

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. to drive better customer-centric decision-making.

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Handbook NPS Chief Customer Officer Metrics 52

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business. This isn’t a one and done.

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Chief Customer Officer ROI Leadership Airlines 40

Wootric CX Blog

JULY 15, 2020

He’s now Vice President, Customer Experience Strategy at Oracle. Through his years of experience, Rossman has created a three-step system he uses to get the most out of customer experience surveys, including NPS. Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric.

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NPS B2B Net Promoter Score Effort Score 69

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . I love all my guests, of course, but Jeb packs a punch in that area. Episode Overview. About Jeb Dasteel. Framing The Role.

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Chief Customer Officer Customer Experience Feedback Leadership 100

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Irit Eizips: (01:16) If you look at the industries and all the businesses dealing with customers, everybody is affected very differently.

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How To Customers Communication Customer Success 98

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Jeff Breunsbach.

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Customer Success Chief Customer Officer B2B Leadership 23

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

SmartKarrot

JUNE 10, 2020

In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. This is one of the most followed blogs on Customer Success. Follow him to enhance your knowledge especially on Customer Success, Customer Experience and Customer-centric business. #2

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Resources Customer Success Chief Customer Officer Course 10

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

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Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

AUGUST 20, 2021

First, the good news: the fundamentals of how successful companies thrive with customer experience hasn’t changed, according to James Bampos, Head of B2B CX Solutions Strategy at Qualtrics. “I Troy Powell VP, Strategy & Analytics at Walker Information agrees that it’s entirely dependent on many different factors. “As

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B2B NPS Hospitality Chief Customer Officer 26

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

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.

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Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. I actually interviewed Samir Bitar on my podcast, The Chief Customer Officer Human Duct Tape Show , and we talked about his individual journey in this CCO-like role. CX Click To Tweet. CX Click To Tweet.

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Customer Journeys Chief Customer Officer Leadership Customer Centricity 190

SmartKarrot

OCTOBER 7, 2020

Customer success is the new growth engine that ideally allows your existing customers to sustain and grow your business without even the need of new customers. What are the Benefits of Customer Success Program? A customer success program is intended towards implementing customer success strategies in your organization.

Customer Success 10

Customer Success How To Roadmap Net Promoter Score 10

CSM Magazine

OCTOBER 13, 2020

Faced with the need to create more compelling, relevant and timely engagement across multiple touchpoints, many Chief Customer Officers (CCOs) and Chief Information Officers (CIOs) have been forced to revisit and reform customer experience (CX) strategies with varying success. A cohesive ecosystem.

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Customer Experience Multi-Channel Chief Customer Officer Customer Journeys 59

ChurnZero

JUNE 17, 2022

Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Is this dashboard for a specific customer?

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Metrics How To Effort Score Self Service 98

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Lumoa

APRIL 24, 2018

I'm also concerned about a) it's a poor diagnostic, b) it turns a customer's story into a number, and c) that the arguments for Customer Effort Score also have merit. So the answer is that I MAY recommend NPS, depending on my client's situation & strategy." Sue Duris Customer Experience and Digital Marketing Consultant.

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System Effort Score NPS Net Promoter Score 338

CSM Magazine

FEBRUARY 4, 2021

Rachel Bradbury Head of CCB Client Relationship & Development at Paragon Customer Communications discusses the strategies driving effective customer experience (CX) and brand loyalty efforts. Of course, achieving this can prove a seismic challenge for many organisations.

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Loyalty Consumers Customer Journeys Chief Customer Officer 52

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

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Customer Experience Analysis Metrics Customers 120