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. We asked ChurnZero’s industry network of CS experts to weigh in.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Customer Bliss

DECEMBER 26, 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. Click here to learn more about the course and enroll. .

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

NOVEMBER 27, 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. .

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

CloudCherry

DECEMBER 12, 2017

Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business. I’ve spent over a decade helping organizations learn to create a customer centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

Customer Bliss

JULY 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. Click here to learn more about the course and enroll. .

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. Some of the answers overlap, of course — there is a lot about getting buy-in from other leaders, using the right data, etc. Driving priorities around digital transformation and customer connection points is crucial.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

ECXO

APRIL 13, 2023

Of course, in B2B digital payment is preferred with IBAN and wire transfers. Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. What do customers expect? Different, but the same.

Culture 156

Culture Customer Experience B2B B2C 156

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. It will happen.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

West Monroe

MAY 4, 2022

Now, the pressure to meet dynamic and demanding customer expectations coupled with the mandate to achieve high revenue and margin growth goals, is substantial. Key takeaways: Learn more about the digital initiatives our industry leaders are prioritizing and why. Ken Ewell , Chief Customer Officer, Momentive.

Innovation 52

Innovation Customer Experience Chief Customer Officer Software 52

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Annette Franz.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Trends 59

Trends Chief Customer Officer Strategy Social Media 59

Customer Bliss

OCTOBER 23, 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. .

Case Study 111

Case Study Company Study Chief Customer Officer 111

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. Click here to learn more about the course and enroll. .

Banking 166

Banking Chief Customer Officer Video Course 166

Customer Bliss

MAY 15, 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. Click here to learn more about the course and enroll. .

Case Study 164

Case Study Chief Customer Officer Video Course 164

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

JANUARY 12, 2018

How do you transform customer experience within the postal service – an industry that affects the whole nation? Of course, with a transformation this big, it’s critical to unite the C-Suite and get executive buy-in. Bind Your Team Together. Let me know what was your favorite part of the episode in the comments below.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

BlueOcean

JANUARY 9, 2018

Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Kerry Bodine

MARCH 8, 2017

The first is the support organization you call or visit when you need to resolve a problem with a company or product: “I had to call customer service to get the charge reversed” or “I need to take my car in to the service department.”. Service Design’s Trojan Horse: Customer Experience. When someone in the U.S. Well guess what?

Chief Customer Officer 216

Chief Customer Officer Innovation Study Government 216

C3Centricity

MAY 11, 2020

” However, unlike most other projects, adopting a customer first strategy will not have an end date! It should have a timeline to identify milestones, of course. But as the customer will continue to change, the actions needed will need constant adaptation. ” Customer-centricity is a journey, not a destination.

Strategy 199

Strategy Customer Centricity Chief Customer Officer CRM 199

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. Moreover, Mead says the same 25-56 influencers peddle accreditation courses on LinkedIn. Few companies have a Chief Customer Officer.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. When Lisa started working at Netspend in 2006, the company was relatively small and was in an industry that didn’t really exist before the company itself existed.

Connections 190

Connections Company How To Chief Customer Officer 190

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.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

CX Journey

JUNE 14, 2017

and spoken at industry events. It's great to not only have CX experience on the client side but to also have had some cross-functional experience and to have experience across multiple companies and industries. Take a course with one of CXPA's Authorized Resource & Training Providers. Market yourself. Put yourself out there.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Case Study 144

Gainsight

MAY 22, 2024

We’re Still Building What Customer Success Means The industry has gone through tremendous change in the last few years. The debate surrounding customer success continues to happen in the headlines, but inside Pulse, we saw that those debates aren’t happening between the people who do this job every day.

Self Service 52

Self Service Chief Customer Officer Customer Success Tools 52

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

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Of course, Alan also spoke with and listened to patients. During this time, Alan set three major goals for himself.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

Customer Bliss

MARCH 9, 2018

Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve noticed that within this collection of interviews, quite a few of my guests have represented the healthcare industry.

Healthcare 118

Healthcare Customer Experience Hospitality Chief Customer Officer 118

Gainsight

JULY 27, 2021

With goals of increasing underrepresented backgrounds in Customer Success, Gainsight partnered with SV Academy to raise $600k+ to help many people transition into this exciting industry. Of course, Bernie would know first hand as he let it be known just how much his phone has been ringing off the hook for new opportunities.

Chief Customer Officer 52

Chief Customer Officer Trends Hospitality Industry 52

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. When Eric joined Hertz, he was coming from Avis and planned to leave the auto rental industry. I truly appreciate your support; it helps keep this show going!

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

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. Stay current.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

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 Handbook Customer Success Knowledge Base 91

Gainsight

APRIL 13, 2022

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. It’s a big role in that t he ARR is being managed by customer success. .

Chief Customer Officer 52

Chief Customer Officer Self Service Customer Success Sales 52

Gainsight

JUNE 2, 2022

But it’s not only the excitement about the return of Pulse to the Moscone West Center, attendees, vendors, speakers, parodies, and, of course, the puppies. Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

CSM Magazine

NOVEMBER 6, 2016

Prior to this the focus fell heavily on product and price, yet in industries where there was little room to compete on one or either of these, companies struggled to stand out from the crowd. The answer, of course, was great customer service. What could they offer over and above their competitors? But how do we prove this?

Financial 40

Financial Chief Customer Officer Net Promoter Score Effort Score 40

Customer Bliss

FEBRUARY 7, 2017

Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects. From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. About Karen.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

Gainsight

JUNE 21, 2022

Simple strategies for newly formed Customer Success teams. At Gainsight, we realize that CS is constantly evolving and reaching across organizations, various fields, and being integrated into diverse industries. It can often be unclear when to start with customer success methodologies, strategies, teams, and CS operations.

Net Promoter Score 52

Net Promoter Score Trends NPS Return on Investment 52