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

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

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. who understands customer behavior.

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Customer Service Chief Customer Officer Contact Center Customer Service Training 146

Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. Additionally, I foresee an increase in CS professionals ascending to executive roles, ranging from Chief Customer Officers to CEOs.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

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Customer Experience Customer Centricity Chief Customer Officer Culture 103

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.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

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.

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Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s Daily Dose, I want to share a story with you that helps illustrate what wonderful things can happen when companies empower and encourage their employees to act with this concept in mind.

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Chief Customer Officer Video Innovation Course 149

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

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Customer Focused Chief Customer Officer Social Media Leadership 31

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA).

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Customer Journeys Technology Chief Customer Officer Video 83

ChurnZero

FEBRUARY 1, 2019

There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019.

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Chief Customer Officer Customer Success Leadership Consulting 53

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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.

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Resources Customer Success Chief Customer Officer Case Study 70

Help Scout

APRIL 27, 2021

Using real-world stories from companies like Fidelity, Mayo Clinic, and other known brands, authors Manning and Bodine highlight the significant discoveries and gains companies achieve when they change from an “inside out” focus to an “outside in” approach. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers”.

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Customer Experience Retail Chief Customer Officer B2C 117

Customer Bliss

JANUARY 12, 2017

If not — or if you’re in the earlier planning stages of it — let me run through an approach I use with a lot of clients (and have used in my own work in companies). I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.”

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Strategy Chief Customer Officer Leadership Customers 100

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Bliss

APRIL 7, 2016

.” I’m actually not a huge fan of Uber from a customer standpoint, and I’ll be blogging about that in the next week or so — but it is hard to argue with their unicorn status or growth model, even if you think it might not necessarily last because of some issues they’re having on the customer front.

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Chief Customer Officer Leadership Hotels Connections 100

CustomerSuccessBox

DECEMBER 6, 2021

Lincoln’s valuable Exponential Growth Framework is the culmination of his tactics to bolster the growth strategy for companies around the globe. Aaron Thompson is currently the CRO at SuccessHACKER, the leading provider of Customer Success Enablement and Education. He has been honored as a Top 100 Customer Success Strategist in 2021.

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Customer Success Consulting Chief Customer Officer B2B 52

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Voice of the Customer Company Best Practices.

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Chief Customer Officer Analytics NPS Technology 40

Totango

MARCH 26, 2019

the leader in customer success for the enterprise , today announced the Totango Customer Advisory Board (CAB) that serves to provide strategic advice as the company develops technology and services to enable enterprises to achieve their customer-focused goals. Eugene Trautwein, VP of Customer Support, Commvault.

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Industry Customer Success Innovation Chief Customer Officer 14

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

JANUARY 5, 2021

Lincoln’s valuable Exponential Growth Framework is the culmination of his tactics to bolster the growth strategy for companies around the globe. She has also geared up many product-based SaaS companies as an Investor in recent times. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ProProfs Chat

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Kustomer

MAY 28, 2020

Blake is dedicated to helping prepare businesses for the modern customer and helping them become the companies of the future. She is also the author of The Customer of the Future and hosts her own podcast titled “The Modern Customer.” The Customer and Company of the Future. Listen to the full episode below.

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Culture Customers Competitive Advantage Innovation 52

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

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. 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.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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Customer Success Chief Customer Officer Leadership Healthcare 98

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

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Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. She led CX company-wide for 11 years at Applied Materials.

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. Adrian Swinscoe. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Adrian Swinscoe. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Eptica

NOVEMBER 8, 2017

Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out. How do you become more customer centric?

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Customer Centricity How To Self Service Chief Customer Officer 96

Beyond Philosophy

MAY 12, 2021

However, when it comes to creating differentiated experiences that encompass the entire customer journey, many organizations do not know what to do. As a result, Porte says, companies go to their safe place: operational efficiency. Porte says that some companies do get a sense of urgency on new priorities.

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Customer Expectations Technology Analytics Chief Customer Officer 88

Customer Guru

DECEMBER 13, 2017

I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years. Source: Google Trends.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Oracle

JANUARY 13, 2020

Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come. “Too few companies are deciding to make retail jobs good jobs,” she said. Here are 3 trends and talking points that dominated day 1. Courtesy of NRF. .”

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Retail Trends Customer Experience Omni-Channel 54

Customer Alignment

DECEMBER 18, 2017

This streamlining has been in an attempt to make them more efficient for the organisation and effortless for the customer. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Think Smiling Companies, Happy Customers.

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Omni-Channel Customer Journeys Chief Customer Officer NPS 45