Gainsight
APRIL 9, 2024
Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.
Gainsight
AUGUST 31, 2020
Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. While their recent NPS score of 73.8 While their recent NPS score of 73.8
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Gainsight
MARCH 7, 2022
NPS, onboarding) . It’s important to] have a structured feedback process for product roadmap and development, as well ongoing feedback for improvements for increasing adoption and value,” said Toolika Kapur, a Global Vice President of Transitions & Empowerment Programs. . Level 3: A few shared projects (e.g.,
Experience Investigators by 360Connext
OCTOBER 17, 2023
I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.
Lumoa
JANUARY 19, 2023
This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.
Customer Bliss
AUGUST 3, 2018
Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.
Gainsight
MARCH 15, 2022
Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. It’s also important that the customer voice gets translated to other teams for maximum impact. So often sales data is analyzed to an inch of its life,” she says.
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