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. The Emerging CCO Skillset.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Bliss

AUGUST 9, 2018

With a focus on understanding who their customers are and what they want, Daniel gathered Voice of Customer data for their feedback on the PTC experience. With this feedback, Daniel was determined to communicate his findings and make the customers real to everyone in the organization. . How is the room organized?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Customer Bliss

NOVEMBER 1, 2018

Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls. Outdated technology was slowing communications and leaving some customers less than satisfied. Tactic 2: Focus on Talent and Hiring.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Totango

JULY 23, 2021

Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used.

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127

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

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CSM Magazine

FEBRUARY 20, 2025

Want to make your conference, corporate event, or workshop amazing? Why Leadership and Customer Service Speakers Matter Leadership shapes the culture of an organization, while excellent customer service ensures customer satisfaction and retention. This guide and these examples will get you off to a great start.

Leadership 52

Leadership Customer Service Chief Customer Officer How To 52

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. How are we doing this conference?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

DECEMBER 29, 2020

How To Nail Implementation and Customer Success Handoffs. As a critical cog in customer onboarding, implementation can cause a domino effect of delays and bad impressions if they don’t effectively communicate with Customer Success to transition customers. 6 Dos and Don’ts for Improving Your Customer Onboarding.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. The systems thinking concept can also help us manage the customer journey mapping process differently and more effectively.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

ChurnZero

AUGUST 25, 2020

Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . What makes the BIG RYG Customer Success Conference so special is our incredible lineup of speakers and entrepreneurs. Don’t just limit yourself to searching hashtags like #CustomerSuccess and #retention.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ChurnZero

FEBRUARY 11, 2022

This article is adapted from a session presented by Michael Harnum, CEO of ESG at BIG RYG Virtual, ChurnZero’s online customer success conference. How to play offense as a customer success leader. But Michael finds many customer success leaders default to playing defense. “I Let’s get started.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

MARCH 10, 2022

As a business, look for employees that will make you a success while making your customers a success. Attend conferences, watch webinars, read books, and look for CS leaders to follow. Dana also suggested staying connected to the CS community because it is changing so rapidly. It is an actual situation of success for all. .

Culture 59

Culture Chief Customer Officer Customer Success Customer Centricity 59

Gainsight

MAY 3, 2023

The future of Customer Success (CS) is digital, but that doesn’t mean it can’t be beautifully simple. At Pulse 2023 , the largest conference in the Customer Success industry, we’re dedicating an entire track to unpacking Digital Customer Success (DCS): Digital Strategies to Help You Achieve More With Less.

Chief Customer Officer 52

Chief Customer Officer Self Service Conference Customer Success 52

CustomerSuccessBox

DECEMBER 24, 2021

The best of doing it is to enable your CSMs to ask some questions like: How can you create more value for your customer? How to communicate the value to your customers? It basically ties back to the earlier point of establishing a clearly defined customer journey. Find out the moments of value in a customer journey.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

ChurnZero

DECEMBER 27, 2019

When a customer ceases all communication without any explanation as to why they went silent, you’ve been ghosted. It can seem like an impossible feat to get ghosted customer s to reengage with you since effective communication is a two-way street. 5 Misconceptions Customer Success Has About Product .

e-support 64

e-support eBook Chief Customer Officer B2B 64

North Highland

MAY 28, 2019

This year’s conference theme – attended by over 300 practitioners, was “Moving Mountains,” which tells the story of where the CX community is focused. Discussions throughout the 3-day conference highlighted the need to continue to strive to ensure the customer is at the center of strategic business decisions.

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

Gainsight

FEBRUARY 11, 2019

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

Customer Success 40

Customer Success Chief Customer Officer Metrics Conference 40

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid. Event participation.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Stella Connect

JUNE 5, 2017

This week, we’ve enjoyed meeting and sharing ideas with like-minded professionals at the ICMI conference in Orlando. But we’re also looking ahead to the next great industry event: this year’s CCW Conference & Expo , June 26–30 in Las Vegas. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center Contact Center Conference CRM 40

Helen Dewdney

SEPTEMBER 4, 2018

So in three hours, she walked away with lots of examples about how the brand was doing exactly what she would want it to do but we hadn’t for whatever reason been able to communicate to somebody who is probably one of the most engaged customers that we have.”. Interviewing the new Tesco Chief Customer Officer.

Case Study 60

Case Study Consumers Study Social Media 60

ChurnZero

SEPTEMBER 11, 2020

As the Head of Customer Success and Product, I can tell you that you needn’t go searching for an alternate universe to see these functions work in (im)perfect harmony – we’re keeping it real here. Product is from Mars, Customer Success is from Venus. It’s communicated as “Everything is on FIRE!”

Customer Centricity 52

Customer Centricity Customer Success How To Chief Customer Officer 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

CSM Magazine

AUGUST 22, 2019

SVP, Customer Success Group, McAfee. SVP, Customer Care, Samsung. VP, Customer Experience, Twitter. Director, Customer and Partner Care Operations, Starbucks. Join the America’s biggest brands in their mission to bring customer service to the center of the business. Senior Director, Customer Care, Hilton.

Customer Service Strategies 40

Customer Service Strategies Meeting Customer Service Strategy 40

Qualtrics

MAY 23, 2019

Chief Customer Officer (CCO). Also known as : VP Customer Experience, Chief Customer Experience Officer, Head of Customer Engagement. Chief Marketing Officer (CMO). Also known as: Head of Marketing, Chief Brand Officer, Head of Brand. What do they do?

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . No worries if you missed the webinar, you can view it on-demand here.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

Qualtrics

MARCH 4, 2019

General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. GSA helps manage and support the basic functioning of federal agencies by supplying products and communications for U.S. Technology makes it happen. It’s been hugely instrumental.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

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.

Management 52

Management How To Effort Score Customer Success 52

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers.

Trends 82

Trends Customer Experience Insurance Chatbots 82