Customer Bliss

DECEMBER 5, 2017

Hicks Bowman, who goes by Angie Hicks, is the Chief Customer Officer of ANGI Homeservices. Hicks co-founded Angie’s List in 1995 and served as its Chief Marketing Officer from May 2000 and on its board of directors from March 2013 through its acquisition by ANGI Homeservices. About Angie: Angela R.

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Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. Building accountability towards customer experience – appoint a Chief Customer Officer.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Horizon CX

DECEMBER 31, 2018

Much as we like to think of ourselves as special forward-thinking agents of insight and change, we need to be integral to the business and all its challenges—and woven into its raison d’être.

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Customer Journeys Chief Customer Officer NPS Consulting 100

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). As a result, CSMs have had learn to “let things go”.

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Customer Bliss

MARCH 8, 2018

Charlotte is a Customer Experience specialist who combines strategic marketing and sales with a pragmatic operational approach.

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ChurnZero

AUGUST 25, 2020

Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . . Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software. Todd Olson, Pendo.io

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Gainsight

FEBRUARY 16, 2021

I joined our two founders ( Jim Eberlin and Sreedhar Peddineni ) very early (around $100K ARR) before officially launching Gainsight in 2013. To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. Customers wanted to be in the music videos.

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SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013.

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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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Education Services Group

OCTOBER 28, 2020

Always look at the bigger picture and assess the situation and the status of your customers to clearly identify what they really need in order to achieve their goals and desired outcome for their business. Since 2013, Irit has been pivotal in shaping Customer Success best practices. About the Guest Contributor.

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Gainsight

APRIL 27, 2022

I decided to write this post to capture what I’ve heard over the years—from 2013 to 2022, from Series A VC funded to our Vista Partnership, from the San Francisco Bay Area to Hyderabad. We didn’t quite realize that when we launched Gainsight in 2013, we not only had to build software, but we had to help create a whole new industry.

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ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s ecosystem was misunderstood and disrespected.

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Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Helen Dewdney

SEPTEMBER 4, 2018

Posts included finding insects in rice and taking Tesco to court in 2013. Interviewing the new Tesco Chief Customer Officer. Two months later, Helen was interviewing the new Chief Customer Officer for her blog post The customer is still the boss. Tesco Group CEO shared story with stakeholders.

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Oracle

JANUARY 13, 2020

Gass joined Kohl’s as Chief Customer Officer in 2013, and was tasked by the then-current CEO to provide a fresh perspective to the digital and marketing organization.

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Retail Trends Customer Experience Omni-Channel 54

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. Generating Consistent Customer Health Scores. Standardizing Exceptional Experience.

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SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

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Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

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Effort Score Chief Customer Officer Tips Return on Investment 59

Tricia Morris

JANUARY 25, 2016

Even luxury brands, where personalized service and human interaction has reigned, are spending more money on customer self-service. An L2 Think Tank survey shows that 76% of luxury brands now feature online customer self-service, compared to just 19% in 2013. A Turn Toward Less Human Customer Service.

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CustomerSuccessBox

DECEMBER 6, 2021

He runs Glide Consulting as his means to enable companies to make wise decisions and gain control over their customer lifecycles and experience. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. She has spent over 20 years building and scaling world-class customer success organizations and operations.

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ClearAction

JANUARY 14, 2015

Need for a Customer Experience Management Strategy Model. A quick comparison of data in the new B2B report with Forrester's 2013 State of Customer Experience survey (which is predominantly based on B2C firms), shows the figures are roughly the same for the top obstacles to CXM success: Lack of clear customer experience strategy.

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Gainsight

APRIL 12, 2023

Mistake #10: Not being myself Our first Pulse conference – which became the industry event for Customer Success – was in a small San Francisco ballroom in 2013. Lesson: Many times, I thought “I need to hire for the role I’ll need 4 years from now.”

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CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. So it depends on your business model.

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Management How To Effort Score Customer Success 52

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. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.

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ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

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ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

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Customer Success B2B Metrics Sales 52

SmartKarrot

MARCH 8, 2022

Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. She started building and leading teams at 25, and at just 27, she became the Vice President of Customer Success at an organization. Hence, it’s no wonder that she has been continually voted the top Customer Success strategist since 2013.

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Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. By 2013, her book eBay For Dummies was one of the best sellers on the topic. Lynn Hunsaker.

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Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. By 2013, her book eBay For Dummies was one of the best sellers on the topic. Lynn Hunsaker.

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Answer Dash

JANUARY 9, 2019

I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. The entire company has a customer experience mindset. A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done.

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Trends Customer Experience Insurance Chatbots 82

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies. Dave Jackson.

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