Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Around 5:30: the meetings designed around good/bad customer calls were only set for 30 minutes.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Colin Taylor, CEO at Taylor Reach Group.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. Jeannie Walters. Arie Goldshlager.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. As CCO, her role is about embedding the customer centricity into the DNA of the company.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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

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

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Alida

JULY 16, 2018

Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do. Listening to customers and taking action.

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. Episode Overview.

Financial 121

Financial Banking Healthcare Leadership 121

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Focus groups of buyers and sellers. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Output from Advisor council meeting.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Wootric CX Blog

JANUARY 6, 2021

Our customers will also be able to tap into InMoment’s expertise and enterprise solutions as their CX needs evolve beyond our turnkey approach. Seven years ago, we founded Wootric with a mission to empower customer-centricity in every organization through modern, always-on CX improvement. Read the official press release here.

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. They're an important group of internal stakeholders. #CX From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base. It’s an exciting moment for this sector.”

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

Customer Bliss

JANUARY 26, 2016

MetLife Drives a Customer Focus Competency Group. Claire Burns is Chief Customer Officer at MetLife. She drives the customer centricity strategy and actions to build customer empathy and improve the experience of purchasing, maintaining and enhancing customer coverage with MetLife.

Customer Focused 120

Customer Focused Chief Customer Officer How To Metrics 120

Customer Bliss

DECEMBER 14, 2018

Amanda knows this as well, and worked with her team to formalize the customer and partner experience rhythm of the business. This meant establishing key moments and meetings where all of the players would bring insights and actions, and different groups across the company were held accountable for what they were hearing and seeing.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Lumoa

JUNE 22, 2021

But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And you realise that if you, if you don’t have a customer centric mindset, you’re never going to be able to create good experiences and this line of business good experiences is what you live from.

Customer Centricity 195

Customer Centricity Hotels Customer Experience Customer Journeys 195

Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. In-group vs. out-group is important in business. Well, the CIO needs a customer metric he/she is judged on.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

Comm100

APRIL 26, 2020

In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. And by the close of 2020, CX is forecast to overtake product and price as the key brand differentiator, according to Jacada Group. There is no other group like it! Why is this? Yes, goodness.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

Lumoa

APRIL 24, 2018

It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights.

System 317

System Effort Score NPS Net Promoter Score 317

Customer Bliss

SEPTEMBER 20, 2018

What does customer-obsession look like? Amanda explains that Microsoft has always been customer-centric, but as the company began to mature and face more competition, they had to determine how to be customer-driven beyond simply building innovative products. Develop Customer-Obsessed Priorities.

Customer Experience 131

Customer Experience Chief Customer Officer Effort Score Culture 131

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

Totango

MARCH 26, 2019

The Totango CAB brings together select influential industry leaders representing new and long-time enterprise customers who have demonstrated a high level of engagement to advance industry-wide innovation and customer success best practices. Sunil Desai, SVP Client Success, Group Services, Dimension Data.

Industry 15

Industry Customer Success Innovation Chief Customer Officer 15

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. The remaining two sessions covered customer-centric strategy development and the transformational journey. Doug Leather.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Totango

OCTOBER 25, 2022

The customer success organizational structure is divided into customer-facing team members, known as customer success managers (CSMs), mid-level management personnel who supervise CSMs, and higher-level managers who oversee the department. What Roles Are on a Customer Success Team? Customer Success FAQs.

Customer Success 101

Customer Success Chief Customer Officer Customer Centricity Sales 101

ChurnZero

JANUARY 13, 2023

Customers scrutinizing expenditures will not have the luxury of sticking around with vendors where value is not returned multiple fold. Customer Success and a customer-centric framework are the key elements in this equation. The role of chief customer officer moves into the limelight.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

Customer Guru

MARCH 15, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Culture 85

Culture Customer Experience Customer Service Customer Centricity 85

CCO Council

MAY 20, 2014

Opportunity discovery During the Super Bowl a couple of years ago, a number of customers were highly offended by Go Daddy''s continuing borderline risqué advertisements and expressed their frustration with the obvious disconnect from their personal values along with their interest in changing domain hosts. What are your thoughts?

Social Media 74

Social Media Chief Customer Officer Guidelines Video 74

Eptica

AUGUST 19, 2020

However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. By making this group responsible for the entire customer experience it provides focus to CX initiatives, and the resources to drive deep and lasting change.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

ClearAction

MARCH 22, 2024

In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.” ” WHY we need to make CX a team sport was clearly stated by Diorio: The articulated goal of customer-centricity is far out in front of the operational practice of Customer Success.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130