Customer Bliss

MARCH 9, 2018

Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. When someone has a good experience at a hospital or with a doctor, it can be life changing. Jude Children’s Hospital.

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Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

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Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Previously, she was Chief of Staff. Episode Overview. She has been in the role now for almost 40 months.

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Customer Bliss

JUNE 9, 2021

Transparency, increasingly, is becoming more important to customers, and more differentiating for brands. Finally, these admired companies choose to level the playing field, reducing or eliminating practices where in the past, customers might have felt that the company was holding all the cards. Level the playing field.

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Customer Bliss

APRIL 19, 2016

How do they unite the company and deliver a one-company experience for customers — one that actually keeps them coming back? You can be first on a senior management meeting agenda one week, then completely off it two weeks later. He’s the Chief Customer Officer of ALSAC/St. Thanks for being here.

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ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Sam Feil , Customer Success Manager. 2) If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently , by Fred Lee.

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Thematic

FEBRUARY 13, 2019

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling to meet these experts.

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Gainsight

JULY 27, 2021

To date, dozens of tech companies, including Gainsight, have hired CS You graduates who have completed the program, which includes an eight-week paid internship to gain hands-on experience driving outcomes with customers. The growth is especially strong for male applicants, with a 26% increase as more men apply for CS/CX roles.

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Wootric CX Blog

MARCH 15, 2020

Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold. They operate in the hospitality sector which has been particularly hard hit. You’ll likely prevent avoidable churn.

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Gainsight

APRIL 27, 2020

Given this, CFOs are increasingly being pulled into conversations around customer success with their Chief Customer Officers, VPs of Customer Success, and other executives. And we asked them to use as input the “impact” to each customer in question from COVID-19. companies serving the hospitality space).

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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 Bliss

MAY 30, 2017

He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time.

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Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. 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. Are there industry standards for response rates?

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Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: Chief Customer Officer 2.0:

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Chattermill

MAY 12, 2019

Joseph Michelli dives into the genius of Starbucks’ success, interviewing baristas and corporate executives and sharing insider stories about how the company has managed to create an experience that benefits workers and consumers alike. Chief Customer Officer 2.0 Bestselling author Jeanne Bliss’ Chief Customer 2.0

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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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Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

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SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

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Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

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Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

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Eptica

MAY 27, 2016

Senior managers, including the CEO, are much more involved in the customer experience , understanding the importance of service to differentiate their company and offering in the marketplace. Programs can be led directly by the CEO or through a Chief Customer Officer with high level responsibility for their impact.

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Customer Guru

MARCH 7, 2018

For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. This way the customers know that we have heard them and are truly apologetic for a bad experience they faced and want to make up for any troubles caused due to us. You have to balance it out.

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Customer Guru

DECEMBER 13, 2017

It’s important for these businesses to clearly define who the customer is for each department. For example, in a manufacturing company, the procurement department would hardly ever interact with the end customer. It is pivotal for an organization to have a holistic view of how each department impacts the customer experience.

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