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. Equip leaders with strategies to foster collaboration and innovation.

Leadership 52

Leadership Customer Service Chief Customer Officer How To 52

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

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, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. Delivering innovation and growth.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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. The employees are ultimately happier, which creates happy customers. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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

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. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Aimee Lucas. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Aimee Lucas. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

MAY 5, 2016

Cross-functional teams and the ‘three-hump camel’ In my book Chief Customer Officer I refer to these cross-functional teams as building a “three-hump camel.” The goal is real feedback on processes from both customers and employees (external and internal). ” What does that mean?

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

FEBRUARY 6, 2019

Product-focused conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. The experience can be invaluable to your organization as you understand what drives your customers. Below are 10 product experience conferences that you should check out for 2019.

Conference 33

Conference Management Chief Customer Officer Innovation 33

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

Gainsight

MARCH 10, 2022

As the category creator of customer success, Gainsight is always looking for creative and innovative solutions. . Dana Soza, CEO, and founder of Customer Everything Solutions, is a consultant and coach in the business of helping companies and individuals begin the CS journey. It is an actual situation of success for all. .

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Gainsight

MAY 10, 2021

If you haven’t signed up for our free virtual conference yet, what are you waiting for? Top Picks: Simplifying Customer Success Track. Spotlight: Lorna Henri, Vice President of Customer Success at Modern Health. Topic: Launching Customer Success Fast. Familiar Favorites: Customer Success at Scale. Register here.

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

CSM Practice

OCTOBER 10, 2018

Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. I was highly impressed with his approach that I’ve asked him to share his innovation with my readers. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Dave asked me if I might be interested in taking part as a judge for The Innovator of the Year Award that takes place each year during CS100 Summit. Andreas Knoefel, a veteran Customer Success Executive , was one of the selected few individuals who made it to the semi-finals with his Customer Success Performance Indicator methodology.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

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

Gainsight

JUNE 4, 2019

Now customer success has its own prestigious award! This year at our annual Pulse conference , Gainsight launched the Pulse Impact Awards. We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year. The Innovation Award – Loopio.

Chief Customer Officer 8

Chief Customer Officer Conference Innovation Customer Success 8

CustomerSuccessBox

DECEMBER 6, 2021

Puneet is one of the prominent advocates in the Customer Success space. He has been honored as a Top 100 Customer Success Strategist in 2021. The joy of innovating, the joy of selling, the joy of subscribing, and the joy of customer success. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Education Services Group

OCTOBER 28, 2020

Conducting QBRs confirms that you are the perfect partner for them who always thinks ahead in keeping them on the right track; a partner who always prepares a plan to help them innovate and reach their desired outcomes. Since 2013, Irit has been pivotal in shaping Customer Success best practices. About the Guest Contributor.

How To 45

How To Chief Customer Officer Customer Success Customer Retention 45

Amity

JUNE 21, 2017

followed the methodologies, and have even innovated some of the processes and metrics to be more accurate and effective. In the past few years, as the Customer Success field has been maturing, a greater depth of understanding of the subtle differences among terms, metrics and success factors in the field has been emerging.

Software 63

Software Measurement Chief Customer Officer Conference 63

Helen Dewdney

SEPTEMBER 4, 2018

In March 2017 Helen attended the Retail Week conference to run a workshop Whilst there she attended a seminar where John Allan, chair of the Tesco board, made remarks about white men becoming an endangered species. Interviewing the new Tesco Chief Customer Officer. Tesco Chairman.

Case Study 60

Case Study Consumers Study Social Media 60

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Step 3: Turn knowledge into innovative multichannel engagement. And more.

Government 40

Government Self Service Customer Service Social Media 40

Gainsight

MAY 22, 2024

The result is unbelievable growth and innovation. That’s why we’re building AI tools that can recognize each customers’ goals and build a training customized to what they need to know immediately. We’re also making it easier to find customers that have similar use cases.

Self Service 52

Self Service Chief Customer Officer Customer Success Tools 52

CSM Magazine

AUGUST 22, 2019

In order to stay relevant, there are two crucial discussions that leaders must prioritize: Internal Customer-Centric Team Strategy : How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands? VP, Customer Experience, Twitter. Senior Director, Customer Care, Hilton.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

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

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. Looking for more firsthand insight on bridging the gap between Customer Success and Product?

Customer Centricity 52

Customer Centricity Customer Success How To Chief Customer Officer 52

ClearAction

JANUARY 14, 2015

Trendy Customer Experience Management. In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. SunGard: Chief Customer Officer as Change Agent.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. I envisioned that, one day, I would become a consultant to some of the biggest companies in the world and a reputable keynote speaker that would travel the world speaking at conferences.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Qualtrics

MAY 23, 2019

Chief Customer Officer (CCO). Also known as : VP Customer Experience, Chief Customer Experience Officer, Head of Customer Engagement. Chief Product Officer. Also known as: Chief Product innovation Officer, Chief Operating Officer, Head of Product Development.

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

Gainsight

MAY 18, 2023

On day 2 of Pulse 2023, we’re FIRED UP about exciting news from some of the most innovative Gainsight teammates. Both of these features are critical to executing Digital Customer Success, giving CSMs the visibility into user behavior that they need to drive customer outcomes. We’re talking about our Product team.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Maybe we will see Chief Customer Officer roles being created in the not too distant future. Leaders don’t trust advisors to do the right thing or being a source of innovation.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Qualtrics

MARCH 4, 2019

We sat down with Anahita Reilly, one of the first ever Chief Customer Officers in a government organization, to learn how she and the GSA approached a range of topics including how technology improves their customer experience, regulations influence innovation, and how to make sure the taxpayer always comes first.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

Kustomer

MAY 28, 2020

They’re looking at the implications their behavior has on not just the customer, but the employee, the community, the environment. They’re thinking about innovation as a core piece of their competitive strategy.” They’re thinking about innovation as a core piece of their competitive strategy. It can be better.

Culture 52

Culture Customers Competitive Advantage Customer Experience 52

ChurnZero

JUNE 3, 2022

It lowers your customer’s upfront expenses. It requires them to spend less capital to get innovative and risky projects kickstarted. You Mon: If you can, think about getting as close as you can to innovation and/or growth. Do you see some tension evolving between sales and Customer Success teams? I was lucky.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

It lowers your customer’s upfront expenses. It requires them to spend less capital to get innovative and risky projects kickstarted. You Mon: If you can, think about getting as close as you can to innovation and/or growth. Do you see some tension evolving between sales and Customer Success teams? I was lucky.

Customer Success 52

Customer Success B2B Metrics Sales 52