Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson.

Chief Customer Officer 98

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 98

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

CloudCherry

OCTOBER 17, 2019

Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge. We’re always on the lookout for the ones that will make the biggest impact.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. That would be Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. That would be Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

ECXO

APRIL 18, 2024

Impressed by the positive changes, they decided to create a new role – Chief Customer Officer – and offered it to Jose. As the Chief Customer Officer, Jose worked tirelessly to instill a customer-centric culture in every corner of TechEase. The collaboration didn’t stop there.

Customer Experience 94

Customer Experience Customer Centricity Chief Customer Officer Culture 94

Customer Bliss

FEBRUARY 8, 2019

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

Chief Customer Officer 131

Chief Customer Officer Customers Travel Measurement 131

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

SmartKarrot

JULY 15, 2022

Qualaroo aims to provide businesses with actionable insights into their products and services using an automated user experience research tool. This can help CCOs easily understand customer journeys using valuable feedback. 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

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Follow on LinkedIn. Follow on LinedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

JANUARY 12, 2018

As Group Chief Customer Officer of Australia Post, Christine is responsible for creating the experiences that customers love and advocating for customers across the enterprise. 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

CCO Council

MAY 28, 2014

Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer relationships. Your job is to ensure that at every step someone is asking the question: how will this affect customers? Rebuild Damaged Trust.

Chief Customer Officer 81

Chief Customer Officer Management Customer Insights Customer Retention 81

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

CloudCherry

JULY 31, 2019

By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. The problem, according to former Forrester analyst Paul Hagen , is implementation.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

ChurnZero

JANUARY 22, 2020

Zendesk is already one of ChurnZero’s most common integrations, but this enhanced two-way integration for Zendesk Support allows your Support team to access key customer insights from the ChurnZero platform within Zendesk, while viewing an issue.

Customer Success 72

Customer Success Chief Customer Officer Touchpoint Software 72

Forrester's Customer Insights

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Chief Customer Officer 44

Chief Customer Officer Customer Experience Analytics Report 44

ClearAction

JANUARY 8, 2024

Do they ensure value is increasing for customers whenever changes in the business are needed? If your answer is “no” to any of these questions, you’re under-using customer insights!

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Zeisler Consulting

DECEMBER 7, 2022

Fast forward now to my life as a Fractional Chief Customer Officer and CX consultant (and constant pest when it comes to preaching about the value of feedback), and it occurs to me: Maybe it’s okay sometimes to ask for a positive review.

Chief Customer Officer 72

Chief Customer Officer Feedback Consulting Survey 72

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

ClearAction

JULY 28, 2023

They need to set you up to foster holistic customer focus across the entire organization. If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Customer Bliss

MARCH 22, 2018

From Chief Information Officer to Chief Customer Officer with Brian Lillie. Rachael is the Chief Creative of Customer Insights and Experience at Cisco and is responsible for identifying new ways to deliver value to customers while accelerating growth. CX Work is Truly Fulfilling.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Few companies have a Chief Customer Officer. Instead, firms rebrand marketing people.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Forrester's Customer Insights

JUNE 24, 2021

A chief customer officer (CXO) recently confided to us that “I thought building a large organization would make me more powerful. Now I think it just makes me more vulnerable.” Those words haunted me. Why would a CXO regret building a big team?

Chief Customer Officer 44

Chief Customer Officer Customers Strategy Customer Experience 44

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

CCO Council

JUNE 3, 2014

Rewards and incentives, both intrinsic and extrinsic, may be appropriate and necessary to successfully engage employees in the business of engaging customers. Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

Customer Engagement 81

Customer Engagement Engagement Strategy Chief Customer Officer 81

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.

Transportation 129

Transportation Industry Management Guidelines 129

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Lumoa

JANUARY 19, 2023

But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Forrester's Customer Insights

MAY 20, 2019

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

B2C 48

B2C Chief Customer Officer Industry B2B 48

CCO Council

MAY 20, 2014

Your objective should be to empower and leverage the enthusiasm of your employees to build trust, promote products and services, champion the brand, and foster productive customer relationships, while providing guidance and oversight to the creation of a consistent customer experience across all channels. What are your thoughts?

Social Media 74

Social Media Chief Customer Officer Guidelines Video 74

CCO Council

OCTOBER 28, 2017

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. Executives expect digital disruption to be the most severe in B2C industries, particularly in media. 57% of Technology execs expect moderate or massive digital disruption.

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82