Experience Investigators by 360Connext

NOVEMBER 10, 2020

There were real struggles and challenges for businesses and their customers, too. We’ve seen many cases in which those multi-year strategies to achieve digital transformations were whittled down to weeks to help customers. Customer experience leaders had to adapt to this changing world, too. – Tabitha Dunn.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Determine What Your Customers Value and What Makes Them Happy. Take on the responsibility to talk to customers and provide them with a sense of trust.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

NOVEMBER 21, 2017

Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms used to register and access school resources – the overall customer and user experience impacts a student’s success and perception of the program.

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. See What the Customer Experiences Now.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

Customer Bliss

JANUARY 12, 2018

How do you transform customer experience within the postal service – an industry that affects the whole nation? Solve Problems and Go Beyond Customer Expectations. Solve Problems and Go Beyond Customer Expectations. Listen to customers and take action. Bind Your Team Together.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. .”

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. Annette Franz.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

NOVEMBER 14, 2017

Are you thinking about how to implement a customer experience journey at your startup? On this episode, Adriana Zeman , VP of Customer Success at Zaius , shares her proven path for making customer experience a part of the business in a startup operation. Establish focus on key areas.

Customer Success 0

Customer Success Customer Experience Strategy Chief Customer Officer 0

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

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.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. CX Click To Tweet.

Chief Customer Officer 248

Chief Customer Officer Video Customer relationships Course 248

ijgolding

JULY 9, 2018

Where does Customer Experience (CX) ‘sit’ in an organisation? Among other things, I am the Course Director of Customer Experience Management for the CIM (Chartered Institute of Marketing). My book, ‘Customer What? – This is a question I am frequently asked. Absolutely not!

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

Customer Bliss

NOVEMBER 13, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Chief Customer Officer 174

Chief Customer Officer Video Course Policies 174

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Customer Journey Mapping is another case in point.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. Expanded roles and responsibilities: how will customer success evolve in 2024?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. So own it, and put your customers first. HSMExpo18 ?

Banking 166

Banking Chief Customer Officer Video Course 166

BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. What Does AI Customer Service Look Like?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Gainsight

JUNE 10, 2021

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. CustExp #CX Click To Tweet. On Getting Honest Feedback.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. As you read, think about what journey mapping might look like in your organization. Build a Customer Journey Map to Make CX Tangible to Leadership and Staff. I needed a visitor journey map.

Customer Journeys 190

Customer Journeys Chief Customer Officer Leadership Customer Centricity 190

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. The reason is simple.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Peter Lavers

DECEMBER 1, 2020

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. If there isn’t the appetite, then it may be better not to raise customer and staff expectations by activating the programme! Not Another. I Wasn’t Expecting That!

Chief Customer Officer 52

Chief Customer Officer B2B Customer Centricity Leadership 52

Customer Bliss

JUNE 22, 2018

The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. How to Create Great Customer Experience . Lyanne Alfaro: Jeanne, you have vast experience in customer experience, which is what this book is about-.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Wootric CX Blog

MARCH 15, 2020

It’s our existing customers. Now more than ever, customer experience is job #1. . We think the SaaS businesses that focus on retaining customers and building loyalty are the ones that will survive and thrive in this uncertain climate. . Of course, the question then becomes how do you retain customers and build loyalty?

Company 125

Company e-support How To Chief Customer Officer 125

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Did you know there are at least 10 silos impacting customer experience?

Customer Experience 48

Customer Experience Return on Investment Effort Score Policies 48

Customer Bliss

APRIL 19, 2016

It’s not because executives and decision-makers don’t care about the customer. We have distinct KPIs and a POV that forces us into a fractured view of the customer. How do they unite the company and deliver a one-company experience for customers — one that actually keeps them coming back?

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

SurveySensum

MAY 9, 2022

How’d you feel if you called customer service and they resolved your issue in just 2 minutes? And yes, they apologized for the entire experience. The effort they put in to make me (one regular customer) happy left me in awe. . I talked about my experience on Twitter. That’s something CUSTOMERS DO.

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

CX Journey

NOVEMBER 6, 2014

Does everyone in the party have the required gear and the experience to use it effectively? What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Conclusion: Skill requirements don’t warrant a guide.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Gainsight

APRIL 13, 2022

Gainsight is always excited to see our customers excel with the use of our products. Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight.

Chief Customer Officer 52

Chief Customer Officer Self Service Customer Success Sales 52