ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work.

Leadership 100

Leadership Chief Customer Officer Engagement Conference 100

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? Which conferences would I recommend? DMI Design Management Conference. DMI Design Leadership Conference. Chief Customer Officer USA. IPQC’s Executive Customer Contact Exchange. Where am I speaking ?

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

AUGUST 9, 2018

Gain a better understanding of customers and their journey. Understand the settings they work in, the type of customer they are, which products they use, and how to drive empathy in employees. A large conference room is set up once a quarter by stages of the customer lifecycle. How is the room organized?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

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. Keep Employees Engaged and Informed. to tackle at a later time. Internal social networking.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

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

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. That way you can quickly identify the customers who you need to bring into this program based on the persona you’ve created.

Conference 98

Conference Customer Success Leadership Sales 98

Customer Bliss

NOVEMBER 1, 2018

Though Lyft was growing quickly, Mary didn’t want to lose sight of continuing a delightful customer experience. They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ClientSuccess

NOVEMBER 20, 2020

Think back to the last time you or your team attended a conference or expo in person. With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. Chief Customer Officers Conference – [link].

Conference 52

Conference Customer Success Chief Customer Officer Leadership 52

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

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

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

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

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Guru

AUGUST 8, 2018

He is the author of the book “@YourService” and helps businesses transform their customer experience in a digitally transforming world. Greg Ortbach is Engagement Catalyst at Arcane, where he helps businesses engage with their clients and teams better. Ian is the CEO and Founder of Customer Experience Consultancy Ltd.,

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ClearAction

MAY 25, 2023

When you free-up customers from prevalent pebbles, they are more productive in their business and life, and they engage more with you in numerous ways. This is a summary of Lynn Hunsaker’s 90-minute session at CXPA’s CX Leaders Advance conference. Those are perpetual gains. Article originally published on LinkedIn.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

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. She recently wrote the book on customer understanding !

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kayako

FEBRUARY 13, 2019

Do your processes work for 40 customers? What happens to your business when you begin to experience true hypergrowth and you have 40,000 customers to engage? Help the CMO grow their sphere of influence while growing engagement and growth by leveraging marketing expertise – it’s a win-win! Think Scale. How about 400?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

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

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. She recently wrote the book on customer understanding !

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

MARCH 28, 2023

One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. Many of these are individual interactions but some engagement occurs at an organizational level.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

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

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

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 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

Gainsight

MARCH 10, 2022

Attend conferences, watch webinars, read books, and look for CS leaders to follow. Once you find a job, stay engaged! One of the most exciting new roles to emerge in SaaS businesses is the CCO or Chief Customer Officer. In the past, customer success reported into Sales, Marketing, and Operations.

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

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