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. Advanced analytics and machine learning are opening new possibilities in CX transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. About Enrique.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

Customer Bliss

NOVEMBER 15, 2016

Her background is interesting as she is professionally an engineer, but found her way to the customer care space. From there, she found a place to successfully combine three tiers of skills: Analytical. She stayed within customer experience and remained focused there. Storytelling. Change Management. The Initial CCO Steps.

Chief Customer Officer 0

Chief Customer Officer Industry Social Media Conference 0

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

Customer Bliss

AUGUST 8, 2017

Specifically, Stephen was hands on in leading the transformation of Standard Life’s marketing and customer functions using the latest creative thinking and new technology capabilities in digital and data to engage with four million plus customers.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

ECXO

JUNE 7, 2023

Finding the perfect balance between leveraging analytics, automation, and maintaining a human touch. Frameworks for measuring and optimizing real-time customer experiences. Nicolette Wuring: A dynamic Managing Director at Customer-Advocacy.com and ECXO Ambassador and Facilitator. Explore further at [link].

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Metrics: Everyone in business is loving data, analytics, and metrics these days — but it’s really important in newer leadership slots like CCO work. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

AWS Machine Learning

FEBRUARY 10, 2025

Gordon Campbell, Co-Founder & Chief Customer Officer at RDC RDC envisions generative AI playing a significant role in boosting the productivity of the banking and credit industry. Charles Guan is the Chief Technology Officer and Co-founder of RDC.

Data 85

Data Chief Customer Officer Knowledge Base Banking 85

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Gainsight

APRIL 14, 2022

Here are five important recommendations that Chief Customer Officers should focus on to drive net revenue retention: 1. Companies that invested 10 percent of revenue in customer service saw the highest NRR. Though your customer success org should own the NRR metric, it doesn’t mean your team alone is responsible for it.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

CloudCherry

DECEMBER 1, 2018

However, in reality, customer experience comes from a vastly different place. The roots, evolution, methods, and analytics of CX are completely different from what has today come to be called CS in the subscription economy. Customer experience requires predictive, integrated analytics. Conclusion.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. If Awareness is the spark to begin a customer journey, the Research and Consideration stage fans the flame.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Our goal is to map key themes from customer feedback and drive continuous improvement frame by frame. The great thing is that we have always been keen to hear from our customers.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

CloudCherry

OCTOBER 30, 2018

However, in reality, customer experience comes from a vastly different place. The roots, evolution, methods, and analytics of CX are completely different from what has today come to be called CS in the subscription economy. Customer experience requires predictive, integrated analytics. Conclusion.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Customer Bliss

DECEMBER 28, 2018

She wanted them to understand exactly how the company’s operations affected customer experience and the specific ways in which that jeopardized the bottom line. The principles are as follows: Ask, will it make the life of the customer easier? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Customer Bliss

DECEMBER 6, 2018

Year two was about diving deeper into the analytics. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Gainsight

JANUARY 10, 2025

It helps teams uncover deeper customer insights to predict churn months in advance and enable proactive, scalable customer engagement. Gainsight customer Launch Potato , for example, saved 25% of their CSMs time with AI. The Rise of Digital CS Digital Customer Success (DCS) is no longer a side project.

Trends 52

Trends Report Self Service B2B 52

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. She is known globally for transforming businesses.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

DECEMBER 12, 2017

Year 2 and 3: Bring in key capabilities and resources, like insights and analytics teams. Year 4 and 5: Put together a CRM team and by then, the analytics teams were there, which increased customer data mining. Start getting quick wins and establish partnerships with early adopters. About Isabella Lau.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Wootric CX Blog

JANUARY 6, 2021

Guided by input from our customers, we invested in omni-channel feedback collection, AI-driven customer journey analytics, and native integrations with the modern tech stack — all the while staying true to the flexible, lightweight, user-centric approach to CX improvement that businesses expect from Wootric. .

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

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.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

Lumoa

JANUARY 19, 2023

Pro tip : If your customer journey is mostly digital (e.g., For example: website optimization, content marketing, and digital analytics. Voice of Customer / Customer Insights Manager This is the more analytical role, and it needs someone skilled at understanding data, analytics, taxonomies, and in general customer feedback.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Customer Bliss

NOVEMBER 14, 2017

Adriana Zeman, A Strategic and Experienced Customer Success Leader. Adriana Zeman is the VP of Customer Success at Zaius, a B2C CRM platform for marketers. Previously, she worked as the VP of Customer Success at SHYFT Analytics and the VP of Worldwide Professional Services at Acquia.

Customer Success 0

Customer Success Customer Experience Chief Customer Officer Strategy 0

Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

Chief Customer Officer 111

Chief Customer Officer How To Social Media Analytics 111

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Lee says: When you’re in a customer-facing, champion role, you have to know it takes a long time.

Customer Experience 111

Customer Experience Strategy Chief Customer Officer Call Center 111

Customer Bliss

NOVEMBER 1, 2018

If they’re more analytics-driven or more creative and intuitive, how can the employee be best suited in their role to take advantage of their strength? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Carolyne Matseshe-Crawford, VP of Fan Experience @Fanatics #CX Click To Tweet.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81