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. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

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

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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. Chester posts regularly, especially when he’s with customers or key individuals so people know what’s going on.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

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. DesignThinker’s Academy Design Thinking Conference. Phoenix, Arizona.

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

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

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

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. She figured if they got the right talent at Fanatics, they could reduce attrition, reduce cost, and improve quality and the overall customer experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Customer Success Around the Web.

Conference 98

Conference Customer Success Leadership Sales 98

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. 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.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

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

ClearAction

MAY 25, 2023

Use the translation box to point out to your Senior Leadership Team how these massive customer experience savings contribute significantly to sales velocity, earnings per share, compound average growth rate, return on assets, customer lifetime value, etc. The table above is a glimpse of our root cause resolution.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

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. BIG RYG 2020 Date: October 8, 2020 Location: Washington, D.C.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

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. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. How are we doing this conference?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

Horizon CX

JUNE 10, 2022

Before getting into some of the details around the mapping process, I’d like to focus on when and where this mapping process originates within the organization—in other words, who and what are the key drivers of wanting to better understand customers to deliver value, meet or exceed their expectations, and achieve business goals and outcomes.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. Ian is the CEO and Founder of Customer Experience Consultancy Ltd.,

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Gainsight

AUGUST 30, 2022

And it doesn’t stop with Pulse – we have a webinar series presented by our Chief Customer Officer, Kellie Capote, to continue sharing learning and actionable takeaways even after Pulse. . It’s critical to helping each other thrive – our fellow community members, our customers, and yes, even our competitors.

Conference 52

Conference Chief Customer Officer Fashion Leadership 52

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. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

MAY 5, 2016

In fact, I began and named my new podcast The Human Duct Tape Show to provide examples of how this work is successful when it unites teams and leaders to focus on customers’ lives. And my podcast show is examines and provides you with from-the-trenches examples of how they do it and challenges they face.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

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

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

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

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

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. Make a recommendation.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 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

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

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

ChurnZero

OCTOBER 6, 2023

We just wrapped up another vibrant and jam-packed BIG RYGthe essential customer success leadership conference. Earlier this week, hundreds of customer success professionals, from diverse locales and companies, all converged in Washington, D.C.

Chief Customer Officer 52

Chief Customer Officer e-support Conference Social Media 52

CustomerSuccessBox

DECEMBER 6, 2021

His book “Practical CSM” is the bible for anybody embarking on the journey of customer success. Nils is a leadership coach, and has been recognized as one of the Top 25 Customer Success Influencers. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Nils Vinje. Maranda Ann Dziekonski.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Gainsight

SEPTEMBER 12, 2024

Crucial Insights for Human-First Leaders Discover principles and practical applications of human-first leadership, and its transformational impact on teams and customers. This track emphasizes the importance of empathy, understanding, and adaptability in leadership.

Self Service 52

Self Service Chief Customer Officer Leadership Customer Success 52