Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best. Who owns what, when, and how?

Study 52

Study Leadership Customer Success Chief Customer Officer 52

Talkdesk

FEBRUARY 5, 2021

Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. But now, things have changed.

e-support 87

e-support Retail Contact Center Self Service 87

Gainsight

MARCH 10, 2022

In the 2021 season of The Game Changer Podcasts, Gainsight’s Adam Joseph, Regional Vice President-EMEA, pulled out all the stops for his listeners. Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale.

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Gainsight

JUNE 10, 2021

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. ChurnZero has quickly become one of Washington, D.C.’s

Industry 98

Industry Chief Customer Officer Leadership Software 98

Kustomer

AUGUST 26, 2022

As of last year, there were 850,000 active podcasts with over 48 million total episodes in all of 2021, a 20% increase from 2020. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too. The Chief Customer Officer Human Duct Tape Show. What It Means by Forrester.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Experience Investigators by 360Connext

NOVEMBER 10, 2020

While it hasn’t been all sunshine and roses, better outcomes have emerged, and Yet many brands have been able to adapt and innovate at a pace previously unachieved. We’ve seen many cases in which those multi-year strategies to achieve digital transformations were whittled down to weeks to help customers.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

CSM Magazine

AUGUST 11, 2021

To this last point, results from a recent survey show that 83% of respondents believe that managing the entire customer journey, from acquisition to loyalty, is a top priority in 2021 — likely because great CX translates to customer loyalty, increased revenue and improvements in other top business objectives. About the Author.

Chief Customer Officer 59

Chief Customer Officer Social Media Feedback Loyalty 59

ECXO

APRIL 13, 2023

Research in 2021 into the maturity of mid-size and enterprise businesses in Europe by Zendesk tells an illuminating tale. Economic conditions – in countries with more developed economies, organisations typically have more resources to invest in customer experience initiatives. How does CX maturity stack up?

Culture 156

Culture Customer Experience B2B B2C 156

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. ChurnZero has quickly become one of Washington, D.C.’s

Industry 52

Industry Chief Customer Officer Leadership Software 52

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Be Our Guest: Perfecting the Art of Customer Service”.

Customer Experience 119

Customer Experience Retail Chief Customer Officer B2C 119

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. The Human Duct Tape Show Podcast.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

Oracle

MARCH 12, 2021

Customer Experience (CX) leadership is more important than ever before. According to Zendesk’s Customer Experience Trends 2021 report , half of customers say that CX is more important to them now than a year ago. Lead with strategy. “I used to spend my time more on process than strategy. .

Leadership 97

Leadership Chief Customer Officer Connections Strategy 97

Optimove

FEBRUARY 17, 2022

“Congratulations to all of the Heptagon Award nominees and winners,” said Pini Yakuel , CEO and Founder of Optimove, “excelling at CRM Marketing is not an easy craft, especially in the slightly-better-yet-even-more-confusing 2021. We’re proud of the work our clients do and their commitment to great customer experiences.”. “I’m

CRM 52

CRM Marketing Chief Customer Officer Entertainment 52

Gainsight

FEBRUARY 18, 2022

According to a recent release by the US Bureau of Labor Statistics , the number of people who quit their jobs in December 2021 alone was 4.3 In the whole of 2021, the trending voluntary separations came from the tech industry and healthcare, especially with many mid-career workers choosing to seek other work environments.

Customer Success 97

Customer Success Chief Customer Officer Customer Centricity Healthcare 97

CustomerSuccessBox

DECEMBER 6, 2021

Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer is the Vice President of Customer Success at Cognite. He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Puneet is one of the prominent advocates in the Customer Success space.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Gainsight

JUNE 2, 2022

Not only do they provide companies with the right software and support to scale their business, but they were also voted the #4 place to work by Glassdoor in 2021. Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Beyond Philosophy

MAY 12, 2021

Porte shared some of her insight on Verint’s recent study about supporting customer engagement efforts in the post-COVID era. . Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. Also, the customer demand for digital transformations was disrupting the workplace.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

ChurnZero

AUGUST 21, 2020

Equipping your CSM team with things like configurable in-product guidance can often solve customer requests while freeing your product and development teams to introduce more innovative new products. Abby Hammer , Chief Customer Officer, ChurnZero. “I Bora Lee , Customer Success Operations Team Lead, ChurnZero.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Gainsight

MAY 18, 2023

On day 2 of Pulse 2023, we’re FIRED UP about exciting news from some of the most innovative Gainsight teammates. Both of these features are critical to executing Digital Customer Success, giving CSMs the visibility into user behavior that they need to drive customer outcomes. We’re talking about our Product team.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

West Monroe

JANUARY 24, 2022

High-tech and software (HT&S) companies continued to enjoy enviable growth rates and sky-high valuations in 2021 thanks to strong demand for products that supported digital engagement during the global pandemic and record-breaking levels of M&A activity. Pressure is mounting to invest or be left behind.

Software 40

Software Trends Self Service B2B 40

Kustomer

AUGUST 19, 2021

Yeah, and I mean, we have this conversation so much and I also was the Chief Customer Officer of Yext. I ran the support functions, all of the customer facing functions. We are a product innovator culture, and that’s just who we are. It’s a great mantra for 2021. Wendi Sturgis: (01:13).

Culture 92

Culture Chief Customer Officer NPS B2B 92

TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 252

Customer Service Contact Center Chief Customer Officer Call Center 252

SmartKarrot

MARCH 8, 2022

After beginning her career as a Marketing intern at the Rafain Palace Hotel & Convention Center, she is now a Customer Success Strategy Specialist at Ambev. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

SmartKarrot

MAY 26, 2022

You also can drive innovation and create value despite moving economic landscapes. But a 2021 survey by NewVantage Partners Big Data and AI Executive shows that only 1 in 3 companies have a structured data strategy and will experience business outcomes. Data is an important asset that is valuable to any company.

Culture 10

Culture Data Analytics Policies 10

SmartKarrot

JANUARY 5, 2022

Irit is an immaculate Customer Success Strategist who balances strategic thought-leadership with hands-on tactical management to create rapid results. 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.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23