TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

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SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

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Customer Service Chief Customer Officer Contact Center Customer Service Training 146

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. 5 Competencies for Customer-Driven Growth. Honor and manage your customers as assets : this allows you to focus on measuring if you did or did not earn the right to customer growth.

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Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. In this book, Matthew and his co-authors break down myths about sales, customer experience and customer loyalty. Kaleidoscope Delivering Innovative Service That Sparkles by Chip R.

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Chief Customer Officer Hotels Customer Experience Tips 143

Alliance by IFS

MARCH 31, 2016

As a service company, how do you approach innovation? Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”.

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ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

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Thematic

MARCH 27, 2024

Typically, only 15% of their customer base proactively contact them in any given month, with complaints that came through the support centre.  A three-pronged VOC approach gives them a more balanced measure of customer sentiment and pain points. Thematic is proud to continue this journey with them!

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Blake Morgan

JANUARY 23, 2023

– Alicia Walters , CMO at Crate & Barrel “I feel strongly that marketing teams should talk to people from other functions who are innovators. We also integrate our social and customer service teams as true voices of the customer. Think like a Chief Customer Officer. Create brand moments.

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West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

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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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ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. Bell, author of The 9½ Principles of Innovative Service.

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Brands Customer Experience Chief Customer Officer Case Study 120

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.

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Customer Bliss

MARCH 22, 2018

From Chief Information Officer to Chief Customer Officer with Brian Lillie. For me, I like to drive change and innovation, and sometimes I’m unable to do that. You need to set milestones and measures of success along the way. You need to set milestones and measures of success along the way.

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Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Kerry Bodine.

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Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

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Government Chief Customer Officer How To Roadmap 111

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

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Customer Bliss

AUGUST 9, 2018

Posters are placed around the room to explain what the customer experience is and how to look at the three pillars of value, ease, and delight. A display of how everything is measured (Net promoter score). Customer Room is open for a week during each quarter, anybody can come and go as they please. How is it used?

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Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

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ChurnZero

FEBRUARY 1, 2019

There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019.

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ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. How do you measure engagement and how do you demonstrate that correlation?

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Customer Bliss

DECEMBER 12, 2017

Understand the CEO’s priorities and what KPIs he wants the CCO to measure and achieve. She also shares a yearly breakdown of the CX transformation process that she endured: Year 1 in role: Prioritize and establish goals and expectations. Gauge th eir appetite for investment and the timeframe for transformation so you can establish a baseline.

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ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

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Customer Bliss

AUGUST 28, 2020

Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs.

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Customer Journeys Roadmap Leadership Customer Experience 323

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

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Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. With Organizational Maturity Comes Increased Responsibilities.

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CX Journey

FEBRUARY 5, 2015

This will come in the form of education, skills training, support, enhanced data, expanded partnerships, and a new focus on innovative design skills and talent.” At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

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Gainsight

APRIL 29, 2021

Recently, I did, and inevitably, one topic and the incessant accompanying question arose, which is: How do we measure the ROI of our Customer Success team? The discussion brought up the natural corollary subject that no one ever asks or talks about: How do we measure the ROI of our Sales team? Logo Churn Would Go Up.

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Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. What are the KPIs that customers are focusing on today? Absolutely.

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Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. What are the KPIs that customers are focusing on today? Absolutely.

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Innovation Omni-Channel Average Handle Time Contact Center 40

Wootric CX Blog

MARCH 15, 2020

Even when you’re focusing on your existing customers, don’t make the mistake of thinking they’re the “same” customers – they’ve changed. Companies that are on the pulse of those changes by proactively listening are better poised to adapt, innovate, survive, and serve. Make calls to key customers. We all have.

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CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

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CCO Council

APRIL 29, 2014

Google and Microsoft took what initially appeared to be an innovative path to decrease residential energy consumption. Because individuals measure their own behavior against their perception of peer norms, consumption data in context with neighbors or peers can change behaviors. Their failure disproves their hypothesis.

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Comparison Chief Customer Officer How To Consumers 73

ECXO

APRIL 13, 2023

Economic conditions – in countries with more developed economies, organisations typically have more resources to invest in customer experience initiatives. While in less developed economies, companies tend to focus more on basic customer service needs. This, alongside cultural factors, can also impact innovation and creativity.

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CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. Dave asked me if I might be interested in taking part as a judge for The Innovator of the Year Award that takes place each year during CS100 Summit. Below, is the blog he wrote.

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Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit. Below, is the blog he wrote.

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Customer Success Chief Customer Officer ROI Roadmap 49