Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

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

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

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

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. One way or the other, mapping your customer journey means answering the following questions: Who is the customer?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Beyond Philosophy

OCTOBER 21, 2021

Customers, Mead says, want information, and the organization they contact to own their issue and help them get the information. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Few companies have a Chief Customer Officer. However, Mead says these tools are not enough.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. CX Work is Truly Fulfilling.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

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

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

CCO Council

MAY 20, 2014

Do we need yet another source of information about our customers? We might think not, but in truth, this source is far more immediate than sales reports, quarterly rolling surveys, or even post-interaction surveys. Chief Customer Officer Customer Centricity Customer Engagement Customer Insight'

Social Media 74

Social Media Chief Customer Officer Guidelines Video 74

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ChurnZero

MAY 13, 2022

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars —team, tools, process, and feedback—to build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

ChurnZero

DECEMBER 27, 2019

There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way. Learn these B2B customer survey best practices to generate meaningful customer insights that don’t feel random and haphazard. .

e-support 64

e-support eBook Chief Customer Officer B2B 64

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Cognitive AI can leverage information from customer conversations, learn from previous interactions, and automate common responses to common requests.

Customer Experience 59

Customer Experience Self Service Chief Customer Officer Touchpoint 59

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Think Customers

NOVEMBER 4, 2019

Volkswagen Australia Builds Trust with Chief Customer Officer Understanding how the customer thinks and behaves is exactly what Jason Bradshaw, the first chief customer officer at Volkswagen Group Australia , has set out to do. Like other parts of the world, Australia’s auto market has been softening.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Tricia Morris

JUNE 19, 2015

Make sure your self-service site includes one or more assisted service options such as support ticketing, a customer service email address, a support number and/or live chat. In numerous surveys, chat has received high marks for customer satisfaction. Read 5 Reasons It’s Time to Chat with Your Customers ).

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Customer Bliss

MARCH 30, 2017

I’ve written about this idea a few times , including in Chief Customer Officer 2.0. A customer room is a way for leaders (and other members of the organization) to really understand the customer experience. What are customer experience labs?

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

SmartKarrot

FEBRUARY 2, 2021

They provide the necessary training to their team of CSMs and CSLs and if needed also organize sales and customer relationship-oriented training from industry veterans. Chief Customer Officer. Chief Customer Officer belongs to the C-suite and hence exercises the most power in any role in a customer success career path.

Customer Success 8

Customer Success Chief Customer Officer Exercises Sales 8

Qualtrics

FEBRUARY 6, 2019

Charles Wilson- Product Insights, New Balance. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. There are 14 talks, 2 interactive Q&A sessions, and more than 1,000 attendees.

Conference 33

Conference Management Innovation Roadmap 33

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer How To Customer Centricity Social Media 10

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

SEPTEMBER 3, 2020

And at least for me Gabe, I mean, recently I’ve just been going back to the fundamentals around change management because the technology has come so far in our ability to get great customer insights and great customer data. We know our customers, the hearts and minds of our customers, better than we ever have before.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Pointillist

JUNE 5, 2019

Nimish Kasar User Experience Lead Kimberly-Clark Corporation High-performing customer experience teams take a more data-driven approach, which differentiates them from average-performing and underperforming teams. It is also about changing customer and employee behavior to drive financial impact.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Pointillist

MAY 19, 2020

High performers are 7 to 8 times more likely to be effective at integrating data into a single view of the customer, analyzing customer interactions across channels and engaging customers with personalized cross-channel experiences.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Customer Alignment

DECEMBER 18, 2017

Without confidence in text analytics, this vast and expanding unstructured data has remained ‘dark data’ as some call it – the untapped bank of customer insight. Finally – the digital and technology ‘transformation’ of 2017 which was going to improve customers’ experiences forever.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45