ShepHyken

JANUARY 7, 2025

” About: Gabriele G Masili is the Chief Customer Officer at Granicus. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Never feel that nothing can change in government experiences.

Government 83

Government Customer Experience Chief Customer Officer Feedback 83

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016. Share this page on: Tweet.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

Customer Engagement 81

Customer Engagement Engagement Strategy Chief Customer Officer 81

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. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

DECEMBER 17, 2024

How can businesses create an emotional connection with their customers through community involvement? Top Takeaways Companies can improve their service and product offerings by listening to customers. Customer surveys should be a two-way communication. Customers want to trust you to deliver a great experience.”

Chief Customer Officer 62

Chief Customer Officer How To Social Media Customer Relationship Management 62

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

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

CloudCherry

DECEMBER 1, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. At CloudCherry, I own customer experience.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Alida

MARCH 10, 2017

Companies can avoid Twitter’s troubles by listening to customers and users from the start. Ongoing customer engagement needs to be a component of your CX program. The call to “improve the customer experience” is a nebulous one. Inability to link CX to business value. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 196

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Think Customers

MARCH 17, 2015

Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. 1to1Media.com/weblog.

Chief Customer Officer 40

Chief Customer Officer Customer Centricity Study Trends 40

Think Customers

FEBRUARY 26, 2015

With federal customer experience (CX) so weak, I''m happy to report that several more U.S. federal agencies are considering adding chief customer officers (CCO) to their executive management teams. In fact, I just published a report offering answers to federal agencies'' most common CCO questions. 1to1Media.com/weblog.

Chief Customer Officer 40

Chief Customer Officer Loyalty Report Customer Engagement 40

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Then came the CTO and the CMO. So where is the line?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

inQuba

APRIL 16, 2025

Why AI Alone Isnt Enough for Great Customer Experience Despite the hype, most AI-powered chatbots deliver disappointing customer experiences. The main reason is their inability to understand the customers unique situation and history. Why Choose inQuba for Customer Journey Management?

Customer Journeys 52

Customer Journeys Management Chief Customer Officer Chatbots 52

Gainsight

JANUARY 10, 2025

Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. AI: From Experimentation to Essential For years, AI in Customer Success was experimental. Gainsight customer Launch Potato , for example, saved 25% of their CSMs time with AI.

Trends 52

Trends Report Self Service B2B 52

Michelli Experience

JULY 11, 2017

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. Most companies have naturally developed siloed functions in order to specialize and become more efficient.”. We’ve Been Here Before. Jeff Lewis at Monster.com and Marissa Peterson at Sun Microsystems).

Chief Customer Officer 113

Chief Customer Officer Customer Experience Management Consulting 113

Kerry Bodine

JANUARY 4, 2017

Chief Customer Officer USA. Next Generation Customer Experience. IPQC’s Executive Customer Contact Exchange. Center for Customer Engagement’s 2017 Summit on Customer Engagement. DMI Design Management Conference. June 19 – 21, 2017. DMI Design Leadership Conference.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

inSided

APRIL 7, 2020

“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’.

Handbook 59

Handbook Chief Customer Officer Customer Engagement Engagement 59

CloudCherry

OCTOBER 30, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. At CloudCherry, I own customer experience.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

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

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

inQuba

FEBRUARY 11, 2025

With the developments of AI, and reflecting on the very poor experiences that customers have had with Chatbots, it begs the question, why havent we seen dramatically better implementations of AI to service and guide customers? As the agent is interacting with the customer, content is presented that is relevant to the query.

Customer Journeys 52

Customer Journeys Chief Customer Officer Chatbots Interaction 52

Customer Bliss

DECEMBER 12, 2017

Year 4 and 5: Put together a CRM team and by then, the analytics teams were there, which increased customer data mining. Now Isabella’s team is more proactive in using data, understanding customer engagement, and solving problems that erode value. Year 6+ – Introduction of NPS and internal marketing of success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

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.

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

Customer Guru

AUGUST 8, 2018

Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. He is also CEO and founder of Beyond Morale, a customer experience consultancy firm. Jim is Journey Mapper Heart Of The Customer, customer engagement consultancy company. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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

CCO Council

MAY 13, 2014

Chief Customer Officer Consumer Spending Customer Centricity Customer Engagement Customer Loyalty Customer Retention' Without these measures, “doing the right thing” will only happen in the best of times and most certainly not in the worst of times when it is most needed.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

ChurnZero

MARCH 28, 2023

As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Kayako

FEBRUARY 13, 2019

If you focus on the positive engagements, the positive is more likely to occur. Instead of focusing on churn, you should focus on the quality of the customer engagements your team is having. Improve the Quality of Customer Engagements. A simple rule I’ve heard (and employed) is touching every customer, every month.

Customer Success 136

Customer Success Strategy Chief Customer Officer NPS 136

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

Customer Bliss

AUGUST 25, 2016

Companies have always understood the value of customers — as in, customers pay for your product/service — but only in the last decade or two have companies gotten more strategic around customer engagement, customer journey maps, etc. That’s a problem, because you need that buy-in.

Customer Journeys 0

Customer Journeys Chief Customer Officer Leadership Company 0

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. Consumers are not only influenced by engagement, they desire engagement. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

ChurnZero

JANUARY 22, 2020

This new capability advances ChurnZero’s mission to bring Customer Success everywhere – success for your CS teams, right in your application, shared with the entire company, and for your customers. . “In Why is a two-way integration important, you might ask?

Customer Success 72

Customer Success Chief Customer Officer Touchpoint Customers 72

CCO Council

MAY 20, 2014

Your objective should be to empower and leverage the enthusiasm of your employees to build trust, promote products and services, champion the brand, and foster productive customer relationships, while providing guidance and oversight to the creation of a consistent customer experience across all channels. What are your thoughts?

Social Media 74

Social Media Chief Customer Officer Guidelines Video 74