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.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Customer Bliss

NOVEMBER 3, 2016

The power of the customer room: Visual storytelling. Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. The customer room is set up as an experience. It’s a way for your leaders and organization to step through customers’ lives. Aided listening.

Analysis 100

Analysis Customer Journeys Chief Customer Officer ROI 100

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Customer Bliss

AUGUST 23, 2018

In this case, journey mapping helped Anand work with his fellow leaders to see things holistically. He created two separate groups to analyze the different aspects of the customer experience. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Transportation 129

Transportation Industry Management Guidelines 129

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics CRM 92

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

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. With these leaders all representing different countries, Alvin had to find similar factors between the leaders’ maturity assessment so he could start journey mapping.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! Let’s sharpen the point even more by saying that a customer-centered business model is impossible without a deep understanding of the customer journey. It’s not hard to find proof of the need.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

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.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Customer Bliss

FEBRUARY 17, 2015

Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

Customer Bliss

FEBRUARY 24, 2015

Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey. These are the intersection points which impact customer decisions to stay, leave, buy more and recommend you to others.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Rashiruleneey Rashid.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

CSM Practice

MARCH 9, 2021

Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers. Glint’s Customer Success Team brings extensive experience and a successful track record of implementing employee engagement programs at many of the world’s leading enterprises.

Customer Journeys 59

Customer Journeys Customer Experience Management Effort Score 59

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . There are dozens of possibilities.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Customer Bliss

FEBRUARY 12, 2015

It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth. The role of the Chief Customer Officer is to unite leaders and the organization in building a one-company version of their customer journey. Selling Cups or Supporting Parenthood?

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Customer Experience 100

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

JANUARY 12, 2018

How do you transform customer experience within the postal service – an industry that affects the whole nation? Christine says: Understand the importance of customer journeys from end to end, not just looking at it from a business perspective. Put the time and resources into properly mapping the journey out.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Few companies have a Chief Customer Officer.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Alida

JULY 6, 2017

During our chat, Puhm talked about the role of customer experience, the steps to developing profitable business models, and the impact of customer intelligence on the overall customer journey. . An organization should reflect a structure that will successfully support customers through their journey.

Measurement 113

Measurement Chief Customer Officer Customer Centricity Software 113

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

CSM Magazine

JULY 24, 2020

To plot the next steps, Reuters Events Customer Service and Experience Europe (26th-27th August) is fully virtualised. Fidaa Chaar, Chief Operations and Customer Officer, Societe Generale. Antreas Athanassopoulos, Chief Customer Officer, Dixons Carphone. Mar Romero, Chief People Officer, Telepizza.

Chief Customer Officer 40

Chief Customer Officer Customer Service Customer Experience Conference 40

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Gainsight

MAY 3, 2023

The future of Customer Success (CS) is digital, but that doesn’t mean it can’t be beautifully simple. At Pulse 2023 , the largest conference in the Customer Success industry, we’re dedicating an entire track to unpacking Digital Customer Success (DCS): Digital Strategies to Help You Achieve More With Less.

Chief Customer Officer 52

Chief Customer Officer Self Service Conference Customer Success 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. There is no denying that it is critical to business success. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Focus on the Customer Value.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Think Customers

NOVEMBER 4, 2019

percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Investment bank Morgan Stanley forecasts a 0.3

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Qualtrics

NOVEMBER 16, 2021

As the financial services and insurance industry continues to transform for a digital future, we’re witnessing a significant paradox. At a time when it’s easier than ever for customers to move who they bank with or buy insurance from, there is a major opportunity for providers to increase their share of wallets. “The explained Ryan.

Insurance 26

Insurance Industry Customer Experience Chief Customer Officer 26

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr.

Customer Success 102

Customer Success Tips Chief Customer Officer Leadership 102

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Rethink The Way Things Are Done in Your Industry. Make mom proud companies commit and hold themselves accountable for helping customers achieve their goals by rethinking the way their industry does things.

Banking 166

Banking Chief Customer Officer Video Course 166

ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

FEBRUARY 8, 2022

Our customers’ performance and satisfaction are what motivate us to deliver the best possible software and service,” says Abby Hammer, chief customer officer of ChurnZero. “The The Best Software award from G2 is a testament that our customers are succeeding, and they are helping their customers succeed.

Software 98

Software Chief Customer Officer Touchpoint Customer Success 98

BlueOcean

JANUARY 9, 2018

For companies in the multimedia and technology industries, 56% plan to implement contact center AI technology in the near future. The Evolution of Self-Serve Customer Service. According to a Deloitte study , 33% of contact centers have taken the first steps and plan to invest in AI and robotics in the next two years. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

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

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98