Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. Over time, his passion for customers was evident, which is the main reason one role evolved into the next. This is the work of the company. .

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Chief Customer Officer Customer Care Metrics Communication 131

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. The “Black Box” of customer experience actions. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

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

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Pypestream is a much smaller company than AIG, currently existing in startup mode. Other than that, much of CCO work — especially in the early going — is similar regardless of company size. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Totango

SEPTEMBER 12, 2018

The Customer Success Buzz at CCO. Attracting over 130+ senior CX leaders and Chief Customer Officers, CCO Fall ‘18 deals with a number of key topics and themes ranging from strategy alignment across silos, to recruitment policies, to building a customer-centric culture of innovation.

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Chief Customer Officer Conference Customer Centricity Customer Success 55

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. The latter is the UK’s largest pensions and investment company. Customer as assets: Acquisition and retention.

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Chief Customer Officer Leadership Innovation Financial 137

Blake Morgan

DECEMBER 5, 2023

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect.

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Loyalty Chief Customer Officer Financial Customer Centricity 105

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Move with Purpose.

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Customer Experience Chief Customer Officer Leadership Course 286

TechSee

MARCH 7, 2023

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.

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Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

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Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Elevate customer growth/loss as a success metric of the business.

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Chief Customer Officer Customer Journeys Leadership Metrics 135

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. 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).

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Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

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Connections Company How To Chief Customer Officer 190

Customer Bliss

OCTOBER 11, 2016

Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. He is responsible for inspiring customers across the world to explore, experience and fall in love with Hilton’s hotels and brands. How did Mark move towards one-company leadership in such a huge organization?

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ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. Company : DataCamp. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? That is to ask yourself three simple questions before you make a decision: Is this good for the Customer?

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Chief Customer Officer eBook Customer Success Software 40

CX University

JULY 31, 2024

The emergence of an experience-driven economy has imposed novel expectations on businesses, marking a significant shift in the customer-business dynamic. Customers, now more empowered than ever, exert pressure on companies with their evolving demands, transforming these pressures into critical factors for business success.

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Chief Customer Officer Culture Policies Retail 52

Gainsight

MARCH 10, 2022

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. When Gainsight examined the 2021 season, we picked out three critical areas employees and companies seem to be currently focusing on. . Culture is the Glue.

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Culture Chief Customer Officer Customer Success Competitive Advantage 59

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. ” About Rosalyn Curato.

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Company Strategy Chief Customer Officer Financial 149

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. In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

SEPTEMBER 11, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages. This is such a critical conversation.

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Customer Journeys Chief Customer Officer Leadership Video 111

Customer Bliss

FEBRUARY 16, 2018

I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once. 3 Methods to Successfully Implement Customer Experience Transformation.

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Customer Experience Chief Customer Officer Customers Leadership 235

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Chief Customer Officer Culture Customer Journeys Leadership 100

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

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Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Strategy 396

Strategy Customer Experience Net Promoter Score Customer Centricity 396

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. Implementing CX Beyond the Local Level .

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Chief Customer Officer Culture Competitive Advantage Leadership 120

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Kerry Bodine

MARCH 8, 2017

In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and how it can benefit their organizations. The second concept is limited to the interactions customers have with in-person employees in certain industries. But it’s been a hard slog for two key reasons.

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Chief Customer Officer Innovation Government Study 216

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. Today customers have become very smart. Like what you are reading?

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Chief Customer Officer B2B Innovation Culture 10

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

Customer Bliss

MARCH 22, 2018

In this episode, Parrish and I discuss how CCOs can ‘own’ their silo, while embedding the overall idea of customer experience across the business. When you come in and the company declares CX as a core differentiator for the company’s success, you would think that everyone would get in line. Be a culture sleuth.

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Chief Customer Officer Culture Leadership Financial 129

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

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Strategy Customer Experience Net Promoter Score Effort Score 368

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Yet in most software companies, accountability for NDR is still unclear or dispersed across multiple functions. Digitize the customer experience.

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Chief Customer Officer Customer Experience Touchpoint Software 52

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

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Customer Bliss

SEPTEMBER 13, 2016

Some topics I tend to embrace include: Become a Beloved & Prosperous Company that Earns Social Media Raves & Growth. Helping Companies Grow…by Improving Customers’ Lives. How to Build Your Customer-Driven Growth Engine. Leading Customer Experience Transformation & Innovation.

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