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

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. Invite Your Customers to be Part of the Process.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years. by Mary Drumond.

Customer Service 146

Customer Service Chief Customer Officer Contact Center Customer Service Training 146

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Help Scout

APRIL 27, 2021

In that spirit (although I hope your power is quite stable), I started thinking about the great customer experience (CX) books I’ve read. Outside In: The Power of Putting Customers at the Center of Your Business”. Outside In ” is required reading for anyone interested in customer experience.

Customer Experience 117

Customer Experience Retail Chief Customer Officer B2C 117

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. What’s changed: What hasn’t changed?

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

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

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

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

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

OCTOBER 31, 2019

It’s about how the organization views its customers/audience, and vice versa. Jennifer has been leading customer experience while also defining her own role within the AMA, identifying the work that needs to be done within the organization. This deep dive is what I often refer to as the underbelly work.

Chief Customer Officer 111

Chief Customer Officer How To Social Media Analytics 111

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Each year, a new wave of technological advancements is introduced to customers.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. 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.

Connections 190

Connections Company How To Chief Customer Officer 190

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In our lives as customers, we find hope, encouragement, and joy in companies who act with “congruence of heart and habit” – taking actions at work grounded in what they learned at home.

Chief Customer Officer 149

Chief Customer Officer Video Innovation Course 149

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

Oracle

JANUARY 13, 2020

Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come. Ton stressed that it takes courage and conviction for retail leaders to make changes and create processes that prioritize employees and customers, but that change is possible. Courtesy of NRF.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Forrester

APRIL 3, 2017

Successful business leaders drive their organizations to create experiences that continually meet or exceed customer expectations. I recently caught up with one of our keynote speakers -- Christine Corbett, chief customer officer at Australia Post -- to discuss the importance of creating and nurturing a CX-driven culture.

Chief Customer Officer 65

Chief Customer Officer Omni-Channel Culture Innovation 65

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. Here are my top five picks from last week.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? Published on: November 08, 2017. I am going to focus on four of them here.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

Customer Bliss

JANUARY 12, 2017

Hopefully you have eyes on a customer strategy for this year. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: The five-competency maturity map. Customer strategy: Commit. It’s early 2017 now.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

Customer Bliss

APRIL 7, 2016

.” I’m actually not a huge fan of Uber from a customer standpoint, and I’ll be blogging about that in the next week or so — but it is hard to argue with their unicorn status or growth model, even if you think it might not necessarily last because of some issues they’re having on the customer front.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 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. Voice of the Customer Company Best Practices.

Chief Customer Officer 40

Chief Customer Officer Analytics NPS Technology 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Totango

MARCH 26, 2019

Leaders in Customer Centered Economy to Convene at First Meeting During Upcoming Customer Success Summit – 2019 Global Executive Forum. Keith Strodtman, SVP Cloud Customer Success, SAP. Diana Chong, Head of Customer Success, Google Cloud – Chrome, Google. Umur Kavlakoglu, VP Customer Success, Data Intensity.

Industry 14

Industry Customer Success Innovation Chief Customer Officer 14

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy. Rick Adams.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Kustomer

MAY 28, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Blake Morgan joins Gabe Larsen to discuss the importance of focusing on the customer and its role in attracting more customers. She is also the author of The Customer of the Future and hosts her own podcast titled “The Modern Customer.”

Culture 52

Culture Customers Competitive Advantage Innovation 52

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21