Customer Bliss

NOVEMBER 13, 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. .

Chief Customer Officer 182

Chief Customer Officer Banking Video Course 182

Customer Bliss

OCTOBER 17, 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. And the fundamentals are a few things. #1:

Industry 135

Industry Chief Customer Officer Roadmap How To 135

Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. 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? Of course, AI can’t solve every customer service issue.

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Omni-Channel Customer Care Contact Center Case Study 191

West Monroe

MAY 4, 2022

Technology leaders have known the importance of leveraging digital channels and enhancing the digital customer experience for some time. Now, the pressure to meet dynamic and demanding customer expectations coupled with the mandate to achieve high revenue and margin growth goals, is substantial.

Innovation 52

Innovation Customer Experience Chief Customer Officer Software 52

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. We’re at the tip of the iceberg of what this profession is going to be,” says Jones.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

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.

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Chief Customer Officer Customer Journeys Government Communication 156

SmartKarrot

JULY 15, 2022

Data such as feedback knowledge can help CCOs further understand a customer’s journey while using a specific product and service and can equip your organization to elevate user experiences as a whole by refining business processes. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

Beyond Philosophy

OCTOBER 21, 2021

Moreover, Mead says the same 25-56 influencers peddle accreditation courses on LinkedIn. Mead compares selling customer experience without ever having worked with customers to selling snake oil and describes their accreditation as meaningless in the real world of Customer Experience. .

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Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Gainsight

MARCH 15, 2022

What CS operations and technology budget will I have? But of course, Nick invited other great CS minds on LinkedIn to add their own questions and observations to the conversation. I’d ask what technology and tools would the company look to invest in to assist and measure CS,” said Hao Chen, a Partner Success Manager.

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Customer Success Company Chief Customer Officer How To 59

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

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. ” What role will AI and new technologies play in customer success in 2024?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Kerry Bodine

MARCH 8, 2017

They’re not referring to the food, drinks, décor, or cleanliness — and they’re certainly not thinking about the systems of people, processes, and technologies that enable the restaurant to serve customers every day. In short, there’s zero recognition that the entire restaurant is a service in and of itself. Well guess what?

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

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.

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Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

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 Connections Leadership 52

Customer Bliss

FEBRUARY 7, 2017

Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy.

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Chief Customer Officer Leadership Analytics Metrics 100

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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. I truly appreciate your support; it helps keep this show going!

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Gainsight

JULY 27, 2021

To date, dozens of tech companies, including Gainsight, have hired CS You graduates who have completed the program, which includes an eight-week paid internship to gain hands-on experience driving outcomes with customers. Technology is welcoming this new cohort of workers with open arms to help drive post-pandemic growth.

Chief Customer Officer 52

Chief Customer Officer Trends Hospitality Industry 52

Gainsight

JUNE 21, 2022

While your company may be too small for the role of a Chief Customer Officer, consider a CS leader and, in the near future, a CS operations professional. But CS must, of course, include those motions that bring value and growth. . Customer success is a growth engine for companies of every size. .”

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.

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Chief Customer Officer Analytics NPS Technology 40

Horizon CX

DECEMBER 31, 2018

Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. 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.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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. Again, our customers, we have some very large customers.

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Chief Customer Officer Self Service Customer Success Sales 52

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. Get certified.

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Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

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. Did you improve my life?

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

CSM Magazine

NOVEMBER 6, 2016

The answer, of course, was great customer service. The journey to customer and revenue retention. In recent years, increasing competition and the advent of new technologies have given rise to growing customer expectations, meaning the importance of customer service in business is more important than ever.

Financial 40

Financial Chief Customer Officer Net Promoter Score Effort Score 40

Customer Bliss

APRIL 7, 2016

If you’re going to grow, you’ve got to find ways to get out there, connect with customer needs, to deliver against their needs and wants. Growth is really about the customer. Of course. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

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Chief Customer Officer Leadership Hotels Connections 100

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

JULY 7, 2016

My goal is to offer peer to peer sharing about the ins and outs of this role: what works, what doesn’t and how to stay the course and gain traction. Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. They were, in effect, creating emotional pain for a customer.

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Customer Experience Customer Journeys Chief Customer Officer Insurance 141

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.

Culture 52

Culture Customer Experience B2B B2C 52

Customer Bliss

OCTOBER 24, 2017

Anahita Reilly is the Chief Customer Officer for the U.S. General Services Administration (GSA) where she and her team work to improve the end-to-end experience of GSA customers by aligning operations to customer needs. With this, comes the need to be understanding and adaptable to change.

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Government Leadership Customer Experience Chief Customer Officer 85

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

ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

CX Journey

NOVEMBER 6, 2014

What VoC / CX technology and tools does your team own? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools. Which do you want to buy and which do you want to rent? Terrain Knowledge Q.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Gainsight

MARCH 9, 2020

Ruben: We’ve learned that just about any industry will benefit from applying customer success best practices and CS platform technologies: from traditional on-prem software, tech, and manufacturing to (of course) born-in-the-cloud SaaS businesses. Customers expect an outcome—an ROI and not just a closed support case.

Handbook 52

Handbook Chief Customer Officer NPS Metrics 52

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. The rising prominence of Customer Success is the result of it being the central business driver of growth and profit.

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Customer Success Metrics Customers Trends 97