Kerry Bodine

MARCH 8, 2017

The first is the support organization you call or visit when you need to resolve a problem with a company or product: “I had to call customer service to get the charge reversed” or “I need to take my car in to the service department.”. When someone in the U.S. asks, “How was the service at the restaurant?” We Can’t Wait For The New Guard.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Customer Bliss

DECEMBER 6, 2018

Through a workshop that lasted a few days, he clarified what CX is and asked them to participate in creating a maturity assessment based on how they felt about the company – looking at product design, networks, internal organization, and more. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people. This all begins in 2024.”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. In fact, 67% of churn is avoidable if a customer’s issue is resolved in the first interaction.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

CustomerSuccessBox

FEBRUARY 27, 2019

For Large Enterprises: As the company grows, both the VP of Customer Success and VP of Sales can report to the Chief Revenue Officer (CRO). Soon, the CCO (Chief Customer Officer) post is also going to become common as more SaaS companies reach the status of billion dollar companies.

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

Qualtrics

FEBRUARY 6, 2019

Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Day one consists of deep-dive workshops and an invite-only leaders forum for product leaders Director, VP, CPO or higher. Date: July 15-16, 2019.

Conference 33

Conference Management Innovation Roadmap 33

Kustomer

JUNE 25, 2020

Having the right team of people in the room when going through the experience of the customer will be an essential element in creating a functional journey map. Step two is doing the “actual mapping workshop.” Customers will be the first people to raise a red flag and let you know that the journey map needs to be updated.

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. All while being passionate and empathic.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Martin Hill-Wilson

JANUARY 25, 2016

The decision to judge an entire customer interaction as a failure is based on cast iron, tick box logic. Customer context which is core theology in the world of customer experience has no votes in this world. 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

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He also founded a purpose-driven company, Customer Imperative, that focuses on helping B2B SaaS to retain customers, grow revenue, and scale customer success and Gain Grow Retain, a community for customer success leaders to share their work, collaborate and grow their careers. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. And of course, we want to resolve customer issues, ideally without escalation.

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

Michel Falcon Experience

SEPTEMBER 25, 2014

However, customers must have a ‘seat at the table’ and a SPA responsible for ensuring that customer experience has a flag bearer. The outcome of appointing a CCO or Operations Manager, Customer Experience is a reduction of silos within an organization.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? What is your WD-40? Share your examples in the comment section below!

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX usually precedes — and extends beyond — interaction with your company. If so, it’s good CX.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Lumoa

APRIL 24, 2018

"Conceptually, NPS is a good indicator for starting CX measurement discussions considering its context whether it's on a product/service "operational" or a brand level "strategic", nature of the product "service-good continuum", frequency of customer interaction with the company, frequency of NPS measurement rounds, etc.

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX usually precedes — and extends beyond — interaction with your company. If so, it’s good CX.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. In an age when consumers love sharing their brand interactions on social media, the impact of a single service experience can be massive. To learn more, click here to download the first three chapters of Be Your Customer’s Hero. Cecilia McKenney.

Call Center 40

Call Center Contact Center Conference CRM 40