InMoment XI

AUGUST 10, 2015

Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker.

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Chief Customer Officer Healthcare Consulting Customer Experience 200

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. From time to time, as a customer, you might feel like you don’t seem to. Do you honor your customers’ dignity? Treat your customers as you would treat your mother. You matter.

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Hospitality Chief Customer Officer Course Video 254

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.

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Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 98

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The extra mile customer with the gusto to call and call, search, act as a private eye, and put the pieces together and make copies and send files and return receipts gets the worm. End service exhaustion!

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Healthcare Chief Customer Officer Travel Video 173

Customer Bliss

JANUARY 4, 2019

Alan shared the unique situation that placed him in this position at Cedars-Sinai, his prior experience in the healthcare industry, and the extensive work he’s done to define his newly created role. Healthcare is Complex, Try to Understand the Big Picture. Be Strategic and Operational When Preparing for Change.

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Hospitality Healthcare Customer Experience Chief Customer Officer 141

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

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Customer Journeys Tips Chief Customer Officer Healthcare 62

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. She is a force to be reckoned with as a writer and speaker on customer experience.

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Contact Center Leadership Hospitality Chief Customer Officer 207

ChurnZero

NOVEMBER 30, 2023

At our most recent BIG RYG conference , we posed a version of this question in an Oxford-style debate between four customer success leaders, ultimately decided by an audience vote. The question: Will AI replace most of your Customer Success team by 2030? The argument that AI will replace customer success.

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Customer Success Management Chief Customer Officer Healthcare 52

Customer Bliss

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. The Employee Experience Directly Impacts Customer Experience. He realized that his calling was to serve in healthcare. Interview team members.

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System Hospitality Customer Experience Guest Experience 162

Zeisler Consulting

MAY 18, 2021

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time.

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Insurance Chief Customer Officer Policies Government 93

Gainsight

FEBRUARY 18, 2022

In the whole of 2021, the trending voluntary separations came from the tech industry and healthcare, especially with many mid-career workers choosing to seek other work environments. Thomas explained that none of their work would be possible without a centralized approach to customers. But why now?

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Customer Success Chief Customer Officer Customer Centricity Healthcare 97

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.

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Chief Customer Officer Culture Leadership Financial 129

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.

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Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. How do you serve customers in a way that’s conducive to the present and future, while also integrating the human-element?

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

inmoment

MAY 14, 2020

With the spread of the COVID-19 virus, healthcare is right at the center of nearly every conversation. Many consumers are asking questions about their own healthcare coverage. Who do I turn to with questions about the virus? What should I do if I start to be symptomatic? What does my health care plan cover?

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Insurance Healthcare NPS Net Promoter Score 52

Gainsight

JUNE 18, 2020

If you’re in the healthcare industry, you may be particularly interested in my conversation today with athenahealth ’s Laura Salonga and Ed Smith. That’s when Bret Connor , our Senior Vice President and Chief Customer Officer, stepped in to figure out what was going wrong and what the next steps would be.

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Healthcare Effort Score Chief Customer Officer NPS 52

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

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Customer Experience Banking Net Promoter Score Call Center 100

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He designed a best-in-class customer experience model now utilized across a global footprint.

Financial 121

Financial Banking Healthcare Leadership 121

SmartKarrot

DECEMBER 12, 2023

In the rapidly evolving landscape of the tech industry, the role of Customer Success (CS) has gained significant prominence. Navigating the Landscape of Customer Success Rohan initiates the conversation by exploring who should consider a career in Customer Success.

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Leadership Customer Success Chief Customer Officer Customer Retention 10

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.

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Customer Focused Chief Customer Officer Social Media Leadership 31

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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Customer Success Survey Chief Customer Officer Customers 85

Natalie Petouhof

JUNE 4, 2015

Key Principle #6: Future Markets: Healthcare, Government, Innovation, People, Passion… In a digital world, where business models are changing very fast (note not everyone agrees with this or sees it) business will need real-time data to make better decisions to make the customer experience the best it can be.

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Chief Customer Officer Analytics Consulting Healthcare 40

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. The Interview. The Interview.

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How To Customers Communication Customer Success 98

Customer Bliss

JUNE 22, 2018

The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. How to Create Great Customer Experience . Lyanne Alfaro: Jeanne, you have vast experience in customer experience, which is what this book is about-.

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Customer Journeys Chief Customer Officer Survey Voice of Customer 120

Qualtrics

NOVEMBER 19, 2019

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics.

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Management Chief Customer Officer Healthcare Banking 31

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.

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Customer Success Chief Customer Officer Leadership Healthcare 98

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. He specializes in customer experience, loyalty and engagement.

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Customer Experience Self Service Consulting Social Media 40

Qualtrics

AUGUST 20, 2021

First, the good news: the fundamentals of how successful companies thrive with customer experience hasn’t changed, according to James Bampos, Head of B2B CX Solutions Strategy at Qualtrics. “I Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom. What does best-in-class look like?’

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B2B NPS Hospitality Chief Customer Officer 26

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. For the last 12 years, Blake has been in the customer service industry as either a practitioner or thought leader.

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Culture Customers Competitive Advantage Innovation 52

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. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

APRIL 9, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. No, of course not, but building in that four-hour window for companies makes it easier on the organization to schedule, but it says to your customer, “Our time and our priorities matter more than yours.”

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Chief Customer Officer Video Course Hospitality 187

Gainsight

JUNE 4, 2019

Now customer success has its own prestigious award! We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year. So we asked you, the customer success community, to nominate your peers to be recognized.

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Chief Customer Officer Innovation Conference Customer Success 8

Strativity

DECEMBER 9, 2014

Strativity Group – a world leader in customer experience training for over 12 years, transforming over 375,000 people through programs for managers, employees and CX practitioners – is pleased to announce The CX Masters. Executives who are responsible for leading customer experience transformation in their organizations: .

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Chief Customer Officer Customer Experience Healthcare Automotive 52

Qualtrics

NOVEMBER 21, 2019

So it’s going to become even more critical for CX leaders to understand the maturity of their organization and how all the experience pillars (customer, employee, product and brand) fit into their full Experience Management (XM) vision. It’s critical you can tell when a customer needs human help.

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Customer Experience Self Service Virtual Agent Healthcare 38

Talkdesk

FEBRUARY 5, 2021

Because customers can’t touch anything and social interactions are discouraged, the purposes and joys of shopping are limited. Since associates can’t be with customers “IRL” during the pandemic, they’ve turned to digital channels to communicate. With the pandemic, these two ideas have flipped. They buy experiences. . Video commerce.

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e-support Retail Contact Center Self Service 87

Customer Bliss

SEPTEMBER 10, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. How we’re greeted as customers tells us a lot about the treatment we’re about to receive. Be Sure to Recognize and Welcome Customers.

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Hotels Chief Customer Officer Course Video 223

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Over time, Edwin began to see how branding and reputation management played a role in customer experience.

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Competitive Advantage Chief Customer Officer Infographics Culture 148