BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. Of course, AI can’t solve every customer service issue.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

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. Tip #8: Report on customer service metrics at company meetings. It’s for good reason.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ClearAction

JANUARY 20, 2020

Every executive reporting to the CEO co-owns CX performance. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” Let them know you’ll give them a progress report by X date within the next 3-9 months.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Every executive reporting to the CEO co-owns CX performance. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” Let them know you’ll give them a progress report by X date within the next 3-9 months.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Martin Hill-Wilson

JANUARY 25, 2016

If Compliance swoop in without notice and surround your desk at 7.45am to check you out and dig deep into your recorded customer calls, that’s their prerogative. Maybe we will see Chief Customer Officer roles being created in the not too distant future. But change is a-coming.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40