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).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

ChurnZero

MAY 12, 2020

Description: In the only podcast dedicated to customer-centric growth leaders in the B2B SaaS and tech space, we share conversations with industry executives who are actively growing and scaling their businesses with a customer-first approach. Host: Andrew Michael , Business Intelligence Manager, Hotjar. Description: CHURN.FM

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. There are variations in how that can work.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

ClientSuccess

JULY 23, 2019

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 : Natalie Williams ; Director, Customer Success. Company : SmashFly Technologies. Let’s get started with this week’s post! Question 1.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Eptica

JUNE 17, 2016

Author: Pauline Ashenden Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Customer Bliss

OCTOBER 24, 2017

Anahita Reilly is the Chief Customer Officer for the U.S. General Services Administration (GSA) where she and her team work to improve the end-to-end experience of GSA customers by aligning operations to customer needs. In her free time, Anahita enjoys practicing and teaching yoga and spending time with her family.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Qualtrics

FEBRUARY 6, 2019

Technology is rapidly changing the way we live and product leaders are at the forefront of this revolution. The Product Experience Track at X4 Experience Management Summit. Who should go: Everyone in the experience management industry, regardless of position or rank. Design a data-driven product roadmap. Date: June, 2019.

Conference 33

Conference Management Innovation Roadmap 33

Gainsight

APRIL 14, 2022

Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. Here’s what’s on our must-have list: Project management skills. And if you can these extras with your CS Ops lead, hire that person stat: Technology credentials. Analytical thinking.

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

CX Journey

NOVEMBER 6, 2014

Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? What VoC / CX technology and tools does your team own? Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Additional, she leads the strategic direction of Safelite’s technology team. Episode Overview.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Eptica

MAY 11, 2017

Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience. For the sixth year in a row Eptica was included in the quadrant, with particular mention of its artificial intelligence and knowledge management capabilities. Published on: May 11, 2017.

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51

Alliance by IFS

MARCH 31, 2016

That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. Organizations need to think about providing teams with enough resources, training, time, and technology in order to innovate. The majority also lacked a dedicated service innovation team.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

OCTOBER 22, 2018

It may even challenge us to think differently about what Customer Success is really all about. This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. Customer Success and Product Management Operate in Silos. I need to scale.”.

How To 51

How To Chief Customer Officer Software Customer Success 51

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. he has been supporting the customer relationship management professionals and teams for over decades now.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

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: Creating Customer Loyalty. Loyalty 3.0:

Customer Service 100

Customer Service Case Study Gamification Culture 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.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. So, he owned all of our Customer Success Managers.

NPS 40

NPS Customer Success Effort Score Sales 40

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CustomerSuccessBox

MARCH 3, 2022

Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”? The philosophy of customer success has changed how CEOs think of their customers and business. Customer rating: 4.6

Customer Success 52

Customer Success Management Handbook Chief Customer Officer 52

Gainsight

MAY 10, 2021

But for CS, the real Top Guns are Will Rahim , SVP of Global CS, and his wingmen, Scott Klimek , VP of Customer Operations, and Todd Massey, Senior CS Ops Manager, all of Delphix They will be leading the session Win Fast by Hiring CS Operations Early. Familiar Favorites: Customer Success at Scale. What’s in a name?

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

Gainsight

MAY 18, 2023

Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight, kicked off the Product Keynote to explain how Gainsight’s three product lines come together to power Digital Customer Success.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

ClearAction

APRIL 29, 2020

This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders. If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ECXO

DECEMBER 26, 2023

Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. About the book: This is a journey into Digital Customer Service and Customer Culture because both are key pillars to deliver great business results. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Kustomer

AUGUST 19, 2021

Intense as it may seem, Wendi believes that as a leader, the customer should be part of your DNA. For many CX leaders this can be daunting, especially when trying to manage so many different aspects of the company from winning the C-Suite to contributing to a customer culture. Wendi Sturgis: (01:13). Gabe Larsen: (03:35).

Culture 98

Culture Chief Customer Officer NPS B2B 98

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. These technologies are at an early stage of development but maturing quickly, and the sky’s the limit on what it can do.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98