Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. How do you do this and engage customers as a healthcare provider?

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Chief Customer Officer System Handbook Engagement 195

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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? They work to remove the monkeys off customers’ backs. Monkeying Around with Healthcare.

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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

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. Emotionally, employees are spent or they are intellectually exhausted from putting customers lives back together again. They need a pep talk a hug or a reprieve.

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Hospitality Chief Customer Officer Course Video 254

TechSee

MARCH 7, 2023

More than 264 million women are absent from digital society, mobile internet access opens opportunities for women to start businesses, improve their education, and access better healthcare. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven.

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Contact Center Leadership Hospitality Chief Customer Officer 207

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

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

ChurnZero

NOVEMBER 30, 2023

Making the argument that AI will replace customer success teams were: Kathy Isaac , vice president of customer success at Carbide; and Allastair Meffen , vice president of customer experience at Definitive Healthcare.

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Customer Success Management Chief Customer Officer Healthcare 52

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

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Chief Customer Officer Culture Leadership Financial 129

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. He realized that his calling was to serve in healthcare. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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System Hospitality Customer Experience Guest Experience 162

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? How great is that!

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Insurance Healthcare NPS Net Promoter Score 52

Customer Bliss

NOVEMBER 23, 2018

Eric is a proven customer experience leader who specializes in building and growing customer experience and voice of customer organizations across multiple industries including travel & hospitality, high-tech, financial software, healthcare, energy, retail, and telecom.

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

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

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. For most companies, customer success ideology and technology are something new. UiPath began to help customers scale through the use of automation.

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Customer Success Chief Customer Officer Customer Centricity Healthcare 97

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. .

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Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group, covering the consumer and commercial bank. Claudiu serves as a member of Citizens Executive Leadership Group and is also a part of the Harvard Business Review Advisory Council.

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Financial Banking Healthcare Leadership 121

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

Qualtrics

NOVEMBER 19, 2019

“If we don’t provide a great experience for our internal employees, there’s no way we can expect them to provide a great experience for their external customers.”. – Anahita Reilly, Chief Customer Officer of U.S. Read the full United Healthcare story. General Services Administration (GSA).

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Management Chief Customer Officer Healthcare Banking 31

Customer Bliss

JUNE 22, 2018

How to Create Great Customer Experience . NasdaqSpeedReads : When it customer service, author and expert Jeanne Bliss shares an important question Chief Customer Officers should ask –“Would You Do That To Your Mother?” NasdaqSpeedReads: Would You Do That To Your Mother? Abbreviated transcript.

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Customer Journeys Chief Customer Officer Survey Voice of Customer 120

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

SmartKarrot

DECEMBER 12, 2023

Bhumika acknowledges a shift in focus as businesses recognize the importance of customer retention in the face of a challenging market. With a significant increase in demand for Customer Success roles, Bhumika notes the rise of Chief Customer Officer (CCO) and VP of Customer Success positions.

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Leadership Customer Success Chief Customer Officer Customer Retention 10

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. The entire cycle might take several quarters.

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Customer Experience Banking Net Promoter Score Call Center 100

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. 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

Qualtrics

AUGUST 20, 2021

Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom. When I look at measuring the success of a program, while it's important to look at response rates, it can really vary by the topic or the target customer,” he says. Here we answer 3 of the most popular CX for B2B questions.

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B2B NPS Hospitality Chief Customer Officer 26

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. 5 years a few things will happen at a macro level.

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Customer Success Survey Chief Customer Officer Customers 85

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. He regularly contributes to Forbes.com on all aspects of the customer experience.

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Customer Experience Self Service Consulting Social Media 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.

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How To Customers Communication Customer Success 98

Kustomer

MAY 28, 2020

.” And I love that because you know, in your life you’re getting some beautifully easy, seamless, zero friction, personalized customer experiences from companies like Spotify and Netflix and Amazon and Apple products. So you’re getting these wonderfully delicious experiences in some areas of your life.

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Culture Customers Competitive Advantage Innovation 52

Gainsight

JUNE 4, 2019

Our transition to a customer success model has helped elevate the performance of our clients and drive our mission to transform healthcare. Bret Connor , Chief Customer Officer at athenahealth. We appreciate Gainsight’s recognition of these efforts and of our progress.” The Product Experience Award – Bizzabo.

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Chief Customer Officer Innovation Conference Customer Success 8

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].

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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. That’s what happened to Mary, a healthcare worker, at a Minneapolis hospital.

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Chief Customer Officer Video Course Hospitality 187

Strativity

DECEMBER 9, 2014

Moreover, all participants will contribute their time and knowledge to a greater cause – redesigning the customer experience for a non-profit organization – a project that will allow executives to change thousands of lives while also increasing their customer experience competence. Chief Customer Officer.

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Chief Customer Officer Customer Experience Healthcare Automotive 52

Talkdesk

FEBRUARY 5, 2021

Improved policies on healthcare and pay for their associates. Trust needs to be earned in order for customers to be comfortable with you and their data,” said Janey Whiteside, chief customer officer at Walmart. So, we asked ourselves, what can we do?” Here’s what they’ve done: Spent $1.1

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Qualtrics

NOVEMBER 21, 2019

The new set of senior job titles – Chief Customer Officer, Chief Experience Officer – is a confusing mix. Healthcare will begin its XM maturity journey. Benchmarking in healthcare will go to the next level. Come see Luke Williams (Head of CX Strategy) at X4 2020 to find out.

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Customer Experience Self Service Virtual Agent Healthcare 38

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. Beth, for example, feels fortunate, because under her employer healthcare plan, she can go to an urgent care clinic in town along with her family members, for no additional copay.

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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. , a law firm in Baltimore Maryland.

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Competitive Advantage Chief Customer Officer Infographics Culture 148