ECXO

MARCH 6, 2025

Ideally, the CEO and other senior leaders champion the effort, making it clear through their actions and priorities that customer experience is not just a frontline issue but a strategic, company-wide imperative. Available at: [link] McKinsey & Company Finding the right digital balance in B2B customer experience. April 28, 2017).

B2B 339

B2B Customer Journeys How To Effort Score 339

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? Happy New Year! Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

Kerry Bodine

JANUARY 4, 2017

February 4 – 8, 2017. May 16 – 17, 2017. June 5 – 8, 2017. June 19 – 21, 2017. September 24 – 26, 2017. Chief Customer Officer USA. January 30 – February 1, 2017. January 23 – 26, 2017. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Customer Bliss

NOVEMBER 22, 2016

because this is the time of year people often take stock and try to set goals for 2017. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Posting this right before Thanksgiving and the holidays was actually a smart play by my team (go us!), About Carol.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

BlueOcean

JANUARY 9, 2018

IBM reports that by 2022, businesses will save approximately $8 billion annually, up from the $20 million dollars saved in 2017. How Will AI Impact Customer Experience? The Evolution of Self-Serve Customer Service. Ultimately, however, the ROI on AI in the contact center will be a massive motivator. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 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.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Helen Dewdney

MAY 21, 2017

So, not being one to miss an opportunity, when Alessandra Bellini joined Tesco on 1 March 2017 to become their Chief Customer Officer I requested an interview! Alessandra Bellini is the new Chief Customer Officer at Tesco, reporting to Dave Lewis, and putting the customer at the heart of everything that Tesco does.

Chief Customer Officer 60

Chief Customer Officer Customers Comparison Course 60

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Groups 111

Groups Chief Customer Officer ROI Leadership 111

Michelli Experience

JULY 11, 2017

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. Despite the general attractiveness of placing senior level leaders at the helm of enterprise-wide efforts, I’ve found myself resistant to the slowly emerging Chief Artificial Intelligence Officer (CAIO) movement.

Chief Customer Officer 113

Chief Customer Officer Customer Experience Management Consulting 113

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Customer Bliss

APRIL 12, 2019

Be prepared to go live : In January 2017, TECO deployed its first online portal, allowing customers to conduct transactional services. Whiting joined TECO in January 2017 after spending nearly four years as the chief customer officer for JEA.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Bliss

DECEMBER 5, 2017

Hicks Bowman, who goes by Angie Hicks, is the Chief Customer Officer of ANGI Homeservices. Prior to assuming this role in September 2017, Ms. If you don’t improve and evolve, you’re obsolete' says @Angie_Hicks Click To Tweet. About Angie: Angela R.

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Leadership 129

Customer Bliss

NOVEMBER 23, 2016

As you know, what comprises a customer experience transformation needs to be clarified and agreed to, so you can use this as both an audit and communication tool. Many of these ideas are contained in Chief Customer Officer 2.0 The Reality Check Audit And 2017 Goals. and my other books and speeches.

Chief Customer Officer 100

Chief Customer Officer Leadership Culture Innovation 100

Customer Bliss

DECEMBER 19, 2017

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. As 2017 comes to an end, I want to thank all of you who have taken the time to listen to my podcast. Build Customer Growth Through Trust and Great Leadership.

Chief Customer Officer 107

Chief Customer Officer Company Customer Experience Leadership 107

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

CX Journey

JUNE 14, 2017

After responding so frequently to this question (or questions - one version is how to get started, one is how to advance) lately, plus hosting a CX Expert Office Hours session at the 2017 CXPA Insight Exchange on this very topic last month, I thought it was time to document some of the advice I give on this. Attend webinars.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Case Study 144

Customer Bliss

OCTOBER 23, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The Deloitte Millennial Survey in 2017 validates Green’s findings that purpose matters. Would you make a promise to your mom, and then break it? Of course you wouldn’t.

Case Study 111

Case Study Company Study Chief Customer Officer 111

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. For some seasoned executives who think more about product, price, and process, this customer focus is scary. Is your customer strategy for 2017 ready and scalable? Customer strategy: Unite and build. They may push back.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels.

Chief Customer Officer 66

Chief Customer Officer Omni-Channel Culture Customer Engagement 66

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.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

ShepHyken

DECEMBER 26, 2016

This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Creating Customers For Life. Mike Zinne, VP of Customer Experience, Zendesk.

Chief Customer Officer 40

Chief Customer Officer Video Customer Centricity Metrics 40

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Comm100

FEBRUARY 20, 2018

Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. As Joe Gagnon, Chief Customer Officer of Aspect Software writes , “There is a predictable and reliable component of Chatbots. appeared first on Comm100.

Chatbots 169

Chatbots Self Service ROI Contact Center 169

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. In January of this year, CCW Digital listed Jeff as one of its “ Top Customer Experience Influencers for 2017.”. VP Worldwide Customer Service, Amazon (on Twitter: @tomweiland ). See You at CCW 2017! Cecilia McKenney. Adam Toporek.

Call Center 40

Call Center Contact Center Conference CRM 40

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Kate Leggett. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. We love her recent blog on what CX will look like in 2017. Bill Quiseng.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

ChurnZero

AUGUST 25, 2020

H e subsequently served as SVP/GM of the SteelBrick business unit until May 2017 when he left to refocus on entrepreneurial adventures. Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

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.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Quadient

JULY 17, 2017

Mon, 07/17/2017 - 23:00. As the CXO or customer experience executive in your organization, you are essentially the “change agent”. Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more. Having to align customer priorities.

Chief Customer Officer 52

Chief Customer Officer Insurance Customer Centricity eBook 52

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Kate Leggett. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Share this page on: Tweet.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

Eptica

AUGUST 19, 2020

Demonstrating this, the results of the Institute of Customer Service’s latest UK Customer Satisfaction Index show that levels of CX are worsening, with the overall score down from Summer 2019 and well-below the high point recorded in mid-2017. How can this be fixed?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

ChurnZero

OCTOBER 30, 2020

Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. As you see talented people come into Customer Success and then move up into bigger roles, it means compensation is going to go,” says Mehta. In 2017, [Eric] did his first really big round where Sequoia invested.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Eptica

MAY 11, 2017

Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience. Published on: May 11, 2017. The event also saw the unveiling of the 2017 Magic Quadrant for the Customer Engagement Center (CEC).

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51