CCO Council

APRIL 16, 2014

For the last four years, I have examined the role of the Chief Customer Officer to understand the context within which CCOs are functioning and the future of the role, specifically as these relate to the development and execution of potential CCO career strategies. The average chief customer officer tenure increased again to 34.5

Study 74

Study Chief Customer Officer Fashion ROI 74

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

Horizon CX

DECEMBER 31, 2018

It’s certainly not a cakewalk by any means and the challenges are many, as I’ve articulated above, but I wake up early every morning charged by whatever I think can possibly do to make a difference by moving the CX agenda forward in an integrated fashion toward business success in the B2B world.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. Kellie, in true Gainster fashion, started with an icebreaker question.

Chief Customer Officer 52

Chief Customer Officer Self Service Customer Success Sales 52

ChurnZero

DECEMBER 2, 2021

“Anyone building a Customer Success organization must position themselves as a profit center. Cost centers always face scrutiny of cost cutting while revenue-driving teams have higher visibility to impact the business in a greater fashion. Jay Nathan , Chief Customer Officer, Higher Logic. Software vendors want in.

Conference 98

Conference Customer Success Leadership Sales 98

Gainsight

APRIL 12, 2023

Over the years, I saw hundreds of companies raise money at valuations bigger than ours, go public in spectacular fashion and announce massive growth rates. Nearly every premature scaling, pressured exec hire, forced customer deal, in hindsight turned out to be a big mistake. Every time, I thought “why not us?”

Self Service 52

Self Service Chief Customer Officer Software System 52

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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. Interview Date: July 18, 2020. Irit Eizips: (8:25).

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85

SmartKarrot

MARCH 10, 2022

Customer interaction has changed, and customers feel happy when their needs are met. Along with the Chief Customer Officer, CIO can enable customer loyalty and experience is maintained. The CIO needs to use data intelligence to create high-level customer experiences to win over competitors.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

Helen Dewdney

JULY 16, 2018

Probably works the same with fashion. When I arrived they had dedicated the Head of Media Relations, Shoshana and the Chief Customer Officer Alessandra ( I interviewed last year ) to show me round the event! It’s quite ridiculous but magazines like Good Housekeeping etc. Loads of bloggers go too.

Chief Customer Officer 30

Chief Customer Officer Fashion Meeting Course 30

Martin Hill-Wilson

JANUARY 25, 2016

Especially in the face of attempting to drive up employee engagement which is increasingly fashionable in service touch points these days. The decision to judge an entire customer interaction as a failure is based on cast iron, tick box logic. Maybe we will see Chief Customer Officer roles being created in the not too distant future.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Kustomer

JUNE 25, 2020

Most of my engagements, either coaching brand new chief customer officers or folks who are new in that type of position, head of CX, and really working on soup to nuts CX strategy, really talking about what needed to be done and how to get there. Annette Franz: (02:04). But you’re right. That’s helpful.

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

Gainsight

MAY 18, 2023

Meanwhile, Customer Success teams are increasingly seeking out digital tools that drive efficiency and effectiveness within their resource-constrained organizations. Both of these features are critical to executing Digital Customer Success, giving CSMs the visibility into user behavior that they need to drive customer outcomes.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

ECXO

DECEMBER 26, 2023

About the book: The Digital Seeker distils key lessons from the compelling stories of innovative businesses: not just tech companies but companies spanning a wide range of industries, including amusement parks, fashion, sports, health care, distribution, and the public sector. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. She is known globally for transforming businesses to earn customer-driven growth. Hilary is a New York City-based freelance journalist. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. She is known globally for transforming businesses to earn customer-driven growth. Hilary is a New York City-based freelance journalist. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. Q: We have a non-existent Customer Success program and I am building it out. A: I would do it the old-fashioned way with a phone call. I believe the human element is critical.

Customer Success 72

Customer Success Strategy eBook Chief Customer Officer 72

Lumoa

APRIL 24, 2018

But the same can be said for companies using the Customer Effort Score or even the old-fashioned satisfaction. In fact, MaritzCX conducted a study (Customer Experience Maturity Leads to Financial Gain) that showed that which score you used had little impact on your results – it was how you used the scores that mattered.

System 338

System Effort Score NPS Net Promoter Score 338