Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Register for the Summit today.

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Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

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Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

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Kerry Bodine

JANUARY 4, 2017

DMI Design Leadership Conference. Chief Customer Officer USA. Next Generation Customer Experience. Center for Customer Engagement’s 2017 Summit on Customer Engagement. March 6 – 8, 2016. Phoenix, Arizona. June 5 – 8, 2017. DMI Design Management Conference. June 19 – 21, 2017.

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CEM Conference Chief Customer Officer Customer Experience Professionals 120

Customer Bliss

JANUARY 4, 2019

He spoke to senior leadership (the C-Suite), frontline employees from in-patient nursing units, ambulatory clinics, nurses, care techs, and even environmental services workers. Alan joined Cedars-Sinai in November, 2016, with 15 years focused on healthcare patient experience improvement.

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Hospitality Healthcare Customer Experience Chief Customer Officer 141

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership. Moving Towards One-Company Leadership For Organizational Decision-Making.

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Loyalty Chief Customer Officer Leadership B2C 100

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 Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

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Chief Customer Officer Leadership Hotels Connections 100

Customer Bliss

AUGUST 31, 2018

He oversees risk management, workforce support, demand planning, and community and social support which was fairly new when he joined in 2016. It’s so important to understand the culture you’re coming into when in a new leadership position. Work with Your Team Before Presenting CX Findings to Leadership.

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Customer Journeys Chief Customer Officer Leadership Meeting 120

Customer Bliss

JANUARY 19, 2017

But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones. Customer experience takes time. Crawl, walk, run. Click To Tweet.

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Customer Centricity Strategy Chief Customer Officer Metrics 100

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016.

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Chatbots Chief Customer Officer Touchpoint Report 114

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

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Customer Success Tools Management Chief Customer Officer 98

Customer Bliss

AUGUST 31, 2018

He oversees risk management, workforce support, demand planning, and community and social support which was fairly new when he joined in 2016. It’s so important to understand the culture you’re coming into when in a new leadership position. Work with Your Team Before Presenting CX Findings to Leadership.

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Customer Journeys Chief Customer Officer Leadership Meeting 100

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

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Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Dan’s 20-year career has consistently focused on delighting customers. Aimee Lucas.

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Customer Experience Customer Service Social Media Consulting 147

ChurnZero

AUGUST 25, 2020

Previously Godard served as CEO of SteelBrick which was acquired by Salesforce in 2016. Previously Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community.

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Chief Customer Officer e-support Conference B2B 69

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Dan’s 20-year career has consistently focused on delighting customers. Aimee Lucas.

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Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

FEBRUARY 27, 2017

It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within. Hilton seems to be creating an environment where employees can become what our Thought Leadership Principal Michael Lowenstein, PHD, CMC, calls an “employee ambassador.”

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Rewards Programs Hotels Chief Customer Officer Travel 60

Gainsight

JUNE 8, 2022

Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. That means that if something matters, it needs to be top of mind.

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Customer Success Customer Centricity Chief Customer Officer B2B 59

Lumoa

JUNE 22, 2021

We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. And so this was back in 2016. If i understood it right. So it’s like, for four plus years?

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Customer Centricity Hotels Customer Experience Customer Journeys 195

CX University

JULY 31, 2024

Reflecting on a practical application of this approach, I recall a 2016 workshop where I, alongside a fellow CX University faculty leader, engaged key stakeholders of a major national utility in a two-day intensive CX training. The retail sector provides a clear example of the importance of ‘everyone’ in Customer Experience (CX).

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Gainsight

APRIL 12, 2023

But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction. And then at Pulse 2016, I decided to take another leap. Maybe they are misunderstood. Maybe they need more coaching. Maybe they just need more time. And those maybes could be right.

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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. Peter Armaly.

Customer Success 21

Customer Success Chief Customer Officer B2B Leadership 21

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Behavior that creates a bond with clients and customers trumps survey scores and results. About Edwin.

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Competitive Advantage Chief Customer Officer Infographics Culture 148