ECXO

APRIL 26, 2023

Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). How does this all work in reality?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Uniting your company across teams is about having clarity of purpose and instituting a code of conduct that forms the backbone of your approach. View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines.

Airlines 176

Airlines Industry Strategy Customer Experience 176

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. You’d want the company to honor your decision because you had gathered more facts to guide its outcome than could be covered by the standard blanket policy. View this post on Instagram.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 96

Chief Customer Officer Telecommunications Employee Experience Measurement 96

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Either they had worked for you before or you had peripheral experience.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

AUGUST 3, 2018

How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ClearAction

JULY 28, 2023

If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives. Your CX team must have skills to foster holistic customer focus across the entire organization. Customer focus must be designed with empathy.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 48

Chief Customer Officer Telecommunications Employee Experience Measurement 48

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. It means improving connections!

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

Customer Bliss

AUGUST 23, 2018

Starting off as a customer insights manager with a degree in engineering, Anand shares how this role gave him an opportunity to understand more of the inner workings of the company and use his analytical skills to bridge gaps and problem solve. Anand has shared this c2c branded video which shows the company’s dedication to CX.

Transportation 129

Transportation Industry Management Guidelines 129

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 40

B2B Report Chief Customer Officer Analytics 40

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The Customer Leadership Executives on the show talk about how they bring together the silos and multiple priorities to create a one-company experience that earns the right to customer-driven growth.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

North Highland

MAY 28, 2019

I was joined by a panel of uber-talented and insightful CX practitioners that included Mark Slatin, Senior Vice President, Client Experience at Sandy Spring Bank; Nick Frunzi, Chief Customer Officer at Esri; Maria Marino, who will soon join Gartner’s CX practice; and moderator Carolyn Galvin, Senior Principal Analyst from Nuance Communications.

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

Customer Bliss

MAY 3, 2016

He focuses extensively on Voice of the Client work and The Northern Lab, a human-centered design experience that works with a wide variety of stakeholders to design differentiated experiences for both customers and employees. Connect with Scott. Scott is on LinkedIn. Key takeaways.

Chief Customer Officer 100

Chief Customer Officer Leadership Video Customer Experience 100

Think Customers

NOVEMBER 4, 2019

Carmakers and dealerships are facing these challenges head-on with new business models and by doubling down on delivering the right customer experience. But the question remains: What sort of impact can auto companies expect from these efforts? Turbulent times U.S. auto sales are expected to be about 16.9

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. You actually cost the company more money because you call again and hope for a better outcome.”.

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

ProProfs Chat

DECEMBER 7, 2018

It is disingenuous and says you did not bother to staff appropriately to “handle my concern” and leads to a negative experience. Respond or risk a poor customer experience. Understand that interactions with the company’s website largely drive the customer experience. Tweet this. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

CCO Council

NOVEMBER 21, 2019

” Like Jeb found at Oracle, we need to provide opportunities to connect employees with customers and direct their intrinsic desire to serve customers. Engaging Employees in your Ease of Doing Business Efforts. Improved employee experience almost always translates into an improved customer experience.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

Wootric CX Blog

FEBRUARY 14, 2019

She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Angus Yang. Annette Franz. Blake Morgan.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

MAY 23, 2019

It’s a key role that helps to provide a holistic view of the experiences across the organization, breaking down silos and connecting the work of various departments to drive consistency in both the design and delivery of those experiences. Chief People Officer. Chief Customer Officer (CCO).

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

Qualtrics

NOVEMBER 19, 2019

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics.

Management 31

Management Chief Customer Officer Healthcare Banking 31

SmartKarrot

MARCH 10, 2022

Secure and speedy connections, workplace information access, and data security are some aspects that CIOs need to deal with in today’s remote work culture. Today there is a need for digital adoption by CIOs in B2B SaaS companies. . The CIO as we know is an executive responsible for the IT processes in the company.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

ECXO

DECEMBER 26, 2023

The Digital Seeker: A Guide for Digital Teams to Build Winning Experiences by Raj K. – Empowering and up-skilling your front-line team when dealing with the end customer over digital channels (i.e. It’s not enough to know that happy employees equals happy customers. Here is the link. Here is the book.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

SmartKarrot

AUGUST 16, 2022

QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. In a QBR meeting, customers can voice their concerns, measure their success, and scale to meet the goals they choose. QBRs help reinforce positive relationships with customers. Why are QBRs important?

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10

ClearAction

MARCH 22, 2024

“ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.” ” (silos!) How do you influence companywide?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

OCTOBER 3, 2017

Rowling As you begin your journey, it's going to be important to tell a story about the company, its employees, and its customers: past, present, and future. Rowling As you begin your journey, it's going to be important to tell a story about the company, its employees, and its customers: past, present, and future.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338