Customer Bliss

SEPTEMBER 27, 2018

Strategy: connecting the dots between customer experience and increasing revenue by explaining where Genesys was, where they need to be, and how they could help customers achieve success. Lucy and her team looked at pricing and governance to see how these aspects may affect long-term contract maintenance.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Kerry Bodine

MARCH 8, 2017

For cultural, social, and economic reasons that are beyond the scope of this article, the term “service” is much more broadly used and understood across Europe than it is in the United States. And to that end, 65% of the companies surveyed had already appointed the equivalent of a chief customer officer within their organizations.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. Whiting joined TECO in January 2017 after spending nearly four years as the chief customer officer for JEA.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 100

Customer Experience Chief Customer Officer Leadership Culture 100

CX Journey

JANUARY 26, 2016

That's a true "what the hell is customer experience" culture. what would the customer say? what would the customer say? what would the customer say? what would the customer say? what would the customer think of that? how would that make the customer feel?

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

FEBRUARY 8, 2017

Phase 1: Information Gathering Having a CXO is critical to success for any customer experience transformation. When we think transformation, we need to make real change that customers can see and feel. Culture does not change because we desire to change it. And, in turn, extend that average tenure! What do you think?

Culture 80

Culture Customer Centricity Government ROI 80

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

CSM Magazine

DECEMBER 20, 2016

The first deals with dividing responsibilities and defining customer experience ownership, that is, identifying real people behind the very vague term of ‘CX practitioners’ as well as searching for the place that technology has come to occupy in the CXM governance models. Challenge 1: Who should govern customer experience management?

Customer Experience 40

Customer Experience Chief Customer Officer Government Customer Journeys 40

Qualtrics

MARCH 4, 2019

As a part of the government, the U.S. General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. government offices, providing transportation and office space to federal employees, and developing government-wide cost-minimizing policies.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. How Human Resources Can Add Value to Customer Experience Excellence. Shared Vision is Essential for Customer Experience Strategy.

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. We are in the growing market share of old businesses because we cater to customers that are doing very very well.

How To 98

How To Customers Communication Customer Success 98

Stella Connect

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). President and Chief Executive Officer, Safelite Group. A customer-centric culture radiates outward, and endears brands to their customers. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center Contact Center Conference CRM 40

Qualtrics

FEBRUARY 6, 2019

Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. 2019 speakers haven’t been announced but 2018 keynote speakers included: Lisa Welchman- Author of Managing Chaos: Digital Governance by Design.

Conference 33

Conference Management Chief Customer Officer Innovation 33

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. They must have the right code culture. Read the full transcript to learn more.

How To 69

How To NPS Customers Customer Success 69

Grade.us

NOVEMBER 4, 2018

When it comes to teaching businesses how to do just that you'd be hard pressed to find a more impressive expert than customer service and experience expert Shep Hyken. That may get in the way of a customer or client giving that business a good rating. Focus on your people first, and that will permeate out towards the customers.

B2C 33

B2C Competitive Advantage Chief Customer Officer Retail 33

Qualtrics

AUGUST 20, 2021

And I think that's more important about why your response rate is so low is that you may have disengaged customers.” We always send our surveys from our CEO or CCO (Chief Customer Officer),” she says. But then we follow up with the account manager or the customer success manager. They're not being graded.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

SmartKarrot

MARCH 3, 2022

The term Chief Data Officer first appeared more than two decades back in the early 2000s. In the beginning, the role simply focused on data governance and compliance. But over these years the role of Chief Data Officer has transformed to include many data-related key functions. Proper Governance of Data.

Data 10

Data Chief Customer Officer Government Analytics 10

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CCO keeps the customer at the centre of all actions and strategies.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CCO keeps the customer at the centre of all actions and strategies.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

OCTOBER 27, 2020

The steps in a customer success roadmap are: Assessing your company’s strengths towards customer experience Setting up the right CS team Choosing the right metrics Understanding customer goals Setting up your own SMART goals Imparting organization-wide CS culture. Imparting organization-wide CS culture.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Win: Connected Government Act passes. First, a look at the wins.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Gainsight

FEBRUARY 27, 2025

This model not only provides companies with access to untapped talent, but also fosters a culture of giving back and professional development. As the Office Vibes Manager and Executive Assistant to the Chief Customer Officer at the time, Shorter worked in the Redwood City officewhere nearly every Gainsight employee started their journey.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customers 52