Clarabridge

MARCH 15, 2017

Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold. Bring your contact center into the CX fold.

Contact Center 53

Contact Center Omni-Channel Customer Experience Chief Customer Officer 53

Calabrio

JUNE 1, 2017

The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Chief Customer Officer USA. June 19 – 21, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

JANUARY 10, 2019

Michael has worked at everything from startups to Fortune 50 companies leading contact centers, inside sales, and customer service. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. He has a degree from Westminster College and completed Seth Godin’s AltMBA.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. A spell on the frontline helps people get a much better feel for the negatives and positives of the customer experience.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Comm100

FEBRUARY 20, 2018

They help customers quickly and easily find the answers to simple queries. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Happier agents are also more productive, which means that they can better achieve contact center metrics.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Customer Guru

AUGUST 8, 2018

She is a Customer Experience Expert, Adviser, a global Keynote Speaker and the author of four best-selling books – “Chief Customer Officer”, “I Love You More Than My Dog”, “Chief Customer Officer 2.0”, ”, and “Would You Do That To Your Mother?”

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

APRIL 19, 2016

I hope you listen to this and think of the small of my hand on your back, guiding your customer-driven work up the hill. He’s the Chief Customer Officer of ALSAC/St. Martin Hand is Chief Donor/Customer Officer at St. Thanks for being here. Jude Honors Donors as Assets, Episode Overview.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

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. Ideally, this concept should originate at the senior leadership level.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why Talkdesk?

Chief Customer Officer 56

Chief Customer Officer Contact Center Customer Centricity Leadership 56

Tricia Morris

JULY 18, 2021

Almost three-fourths of organizations have (32.3%), or are planning to hire this year (41.5%), a Chief Customer Officer (CCO) or an executive-level role in charge of the customer experience (CX), according to Metrigy research.

Chief Customer Officer 69

Chief Customer Officer Customer Engagement Engagement Customer Experience 69

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why Talkdesk?

Chief Customer Officer 52

Chief Customer Officer Contact Center Customer Centricity Leadership 52

Talkdesk

APRIL 3, 2020

The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace.

Tips 58

Tips Chief Customer Officer Travel How To 58

Customer Bliss

MARCH 8, 2018

Listened to calls from the contact center to understand the kind of complaints they get and how they’re resolved. Looked at how to bring sales and customer service together. Walk the C-Suite and Departments Through the Customer Lifecycle.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Eptica

MAY 27, 2016

Senior managers, including the CEO, are much more involved in the customer experience , understanding the importance of service to differentiate their company and offering in the marketplace. Programs can be led directly by the CEO or through a Chief Customer Officer with high level responsibility for their impact.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Contact Center Effort Score 49

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

ClearAction

MARCH 22, 2024

The Chief Customer Officer must drive customer-centricity companywide via influence. Position the Chief Customer Officer as an ally for every Chief role: a catalyst for their success. This is the key to making the Chief Customer Officer role the Most Valuable Player to your investors.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Eptica

JUNE 17, 2016

Some will have a Chief Customer Officer with wide-ranging powers , while in other companies it may fall under the marketing department’s remit. Bear in mind your current capabilities and don’t be over-ambitious, particularly in the early stages of projects. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Contact Center 48

Oracle

APRIL 19, 2018

— ICMI Contact Center Expo. Chief Customer Officer Exchange. IMCI Contact Center Demo. Gartner IT Operations Strategies & Solutions Summit. May 15 – 17, 2018. Hilton Orlando; Orlando, FL. —. Loyalty Expo. May 15 – 17, 2018. Caribe Royal; Orlando, FL. May 21 – 24, 2018. CX Talks 2018.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60

CSM Magazine

AUGUST 30, 2023

. “We’re thrilled to be Avaya’s SLED Partner of the Year — it’s a testament to our shared vision of ‘innovating without disruption’,” said Evan Jones, Chief Customer Officer of Waterfield Tech. “The State, Local, and Education sectors face unique challenges.

Chief Customer Officer 52

Chief Customer Officer Contact Center Omni-Channel Government 52

Eptica

JULY 26, 2017

It could even involve working a shift in-store or in the contact center to get the agent perspective on CX. To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Solvvy

JUNE 12, 2018

Transform Your Customer Experience into Connected Omnichannel Journeys. George Despinic , Senior Product Marketing Manager for Contact Centers, Mitel. The modern customer journey is more complex and less predictable than ever. Chris Danson , Chief Technology Officer, Mattersight.

Chief Customer Officer 48

Chief Customer Officer Contact Center Omni-Channel Touchpoint 48

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer 20

Chief Customer Officer Customers Contact Center Call Center 20

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer 20

Chief Customer Officer Customers Contact Center Call Center 20

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center Contact Center Conference CRM 40

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Team HGS

AUGUST 22, 2017

Q2: What would you suggest as the first step in integrating bots into our customer service strategy? Lauren: Step number one always should be, analyze your top contact drivers. I was speaking at a conference, and I asked VPs of customer service or chief customer officers if any of them had deployed bot technology.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

Tricia Morris

JANUARY 11, 2016

Yet, according to Forrester Research , only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Oracle

JULY 16, 2019

IMCI Contact Center Connections. Chief Customer Officer Exchange. October 27 – 30, 2019. Hyatt Regency Huntington Beach Resort & Spa; Huntington Beach, CA. —. October 28 – 30, 2019. Hyatt Regency Chiago; Chicago, IL. November 2019 CX Events and Conferences. November 3 – 5, 2019.

Conference 40

Conference Customer Experience Hotels Chief Customer Officer 40

CSM Magazine

AUGUST 22, 2019

Build, Retain and Empower the Ultimate 2020 Workforce: Streamline hiring and onboarding, augment your workforce with automation, knowledge systems and accurate sentiment analysis, and let workforce optimization guide you seamlessly into the future of contact center support. Senior Director, Customer Care, Hilton.

Customer Service Strategies 40

Customer Service Strategies Meeting Customer Service Strategy 40

Qualtrics

NOVEMBER 21, 2019

Learning how to reach and understand customers and employees while maintaining robust and careful privacy will grow as a critical area of focus for most organizations, especially in the financial , tech, media and health spaces. The continued rise of the new contact center. Numeracy and tech know-how will become standard.

Customer Experience 38

Customer Experience Self Service Virtual Agent Contact Center 38