Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Extensive experience of working within fast-paced environments for both large corporations and start-ups in EMEA and the US. Chief Content Officer.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

Customer Bliss

MAY 16, 2017

Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy.

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Chief Customer Officer Financial ROI Insurance 0

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. The “Black Box” of customer experience actions. Episode Overview.

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Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Innovation 131

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

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Blake Morgan

DECEMBER 5, 2023

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect.

Loyalty 105

Loyalty Chief Customer Officer Financial Innovation 105

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Sign up below to get the full video. Sign up below to get the full video. 1: C-Suite Commitment.

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

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.

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Strategy Customer Experience Chief Customer Officer Call Center 111

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! In this episode, I speak with Amanda Sachs , General Manager, Customer & Partner Experience, at Microsoft. Took the time to understand cultural differences.

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Customer Experience Chief Customer Officer Management Call Center 129

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. The Chief Question Asker.

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eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). Collaboration between the [.]

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Chief Customer Officer Strategy Customer Experience Customers 137

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

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Chief Customer Officer Company Customer Experience Customer Centricity 100

ClientSuccess

APRIL 11, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our careers. From : Adam Kuznia , Chief Customer Officer.

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Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

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Chief Customer Officer Customer Experience Touchpoint Software 52

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. where can the most customers be reached?).

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 100

Customer Experience Chief Customer Officer How To e-support 100

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Invest Deeply in Listening to Your Customers. Lexi Reese is the Chief Operating Officer at Gusto, a B2B company that offers fully integrated online HR services to handle payroll, benefits and more.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. Bob explores this concept with us well, as we chat about the incorporation of robotics to improve employee and customer experience.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. And that means building a one-company approach to business strategies.

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Strategy Customer Journeys Chief Customer Officer Leadership 193

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Responsibilities: Own the revenue number for the installed customer base.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric. Q&A Recap.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 100

Customer Experience Chief Customer Officer Leadership Culture 100

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits.

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Chief Customer Officer Leadership Resources Culture 100

CX Journey

JANUARY 26, 2016

Image courtesy of micahb37 Is the customer and his experience ingrained in your organization's DNA? A while back, I wrote a post titled, What the Hell is Customer Experience? That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA.

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Customer Experience Chief Customer Officer Culture Customer Centricity 80