ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

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Chief Customer Officer Conference Customer Centricity Customer Success 56

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

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Customer Service Chief Customer Officer Contact Center Customer Service Training 151

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

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 Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change.

Connections 190

Connections Company How To Chief Customer Officer 190

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For example, at the investment firm where Joe worked, customer focus was a core value of the company. A credo to customer service was engraved on the wall and survey scores were tracked.

Chief Customer Officer 149

Chief Customer Officer Video Course Innovation 149

Totango

MARCH 26, 2019

the leader in customer success for the enterprise , today announced the Totango Customer Advisory Board (CAB) that serves to provide strategic advice as the company develops technology and services to enable enterprises to achieve their customer-focused goals. Eugene Trautwein, VP of Customer Support, Commvault.

Industry 15

Industry Customer Success Innovation Chief Customer Officer 15

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

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager. ” 29.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

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Chief Customer Officer How To Social Media Analytics 111

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

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Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

ShepHyken

DECEMBER 26, 2016

This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron.

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Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA).

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Customer Journeys Technology Chief Customer Officer Video 83

Help Scout

APRIL 27, 2021

Current readers may recognize elements like “Chief Customer Officer” as if it is no big deal, but this was unproven ground then. I know this book shaped my approach to customer experience, and it will shape yours, too. Be Our Guest: Perfecting the Art of Customer Service”.

Customer Experience 119

Customer Experience Retail Chief Customer Officer B2C 119

Customer Bliss

APRIL 7, 2016

Calkins makes a key point about companies pursuing growth here: It’s not enough just to look for opportunities and innovations and new ideas, you’ve got to find the ones that are going to turn into profitable opportunities and, ultimately, into cash flow and growth coming from those. Growth is really about the customer.

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Chief Customer Officer Leadership Hotels Connections 100

Customer Bliss

JANUARY 12, 2017

For some seasoned executives who think more about product, price, and process, this customer focus is scary. Is your customer strategy for 2017 ready and scalable? If you don’t have the buy-in, your customer strategy is dead from the jump. Customer strategy: Unite and build. They may push back. Click To Tweet.

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Strategy Chief Customer Officer Leadership Customers 100

Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. What has Australia Post done to improve its customer experience?

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Chief Customer Officer Omni-Channel Culture Customer Engagement 66

Blake Morgan

SEPTEMBER 17, 2024

                                                                            United Airlines is transforming its customer experience with advanced tools like AI, mobile apps, and real-time communication. This proactive approach reduces delays and stress.

Airlines 59

Airlines Technology Self Service Customer Experience 59

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. The Human Duct Tape Show Podcast.

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Resources Customer Success Chief Customer Officer eBook 70

ChurnZero

FEBRUARY 1, 2019

There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019.

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Chief Customer Officer Customer Success Leadership Consulting 53

Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. Additionally, I foresee an increase in CS professionals ascending to executive roles, ranging from Chief Customer Officers to CEOs.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CX University

JULY 31, 2024

This reflects Apple’s broader commitment to user-friendly and customer-focused product design. Apple aims to captivate customers in their physical stores with products and services tailored to their needs. Innovative leaders do not let the realities of the experience economy and the new demands of customers fall on deaf ears.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Policies 52

Beyond Philosophy

MAY 12, 2021

Porte thinks AI is the key to rapid innovation to serve the customer better and transform the way organizations do business. Porte likes how that flexibility makes the technology able to accommodate customer (and the company’s) needs. I would add that having a customer-focused partner is also essential.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

Oracle

JANUARY 13, 2020

Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come. Gass joined Kohl’s as Chief Customer Officer in 2013, and was tasked by the then-current CEO to provide a fresh perspective to the digital and marketing organization.

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Retail Trends Customer Experience Omni-Channel 54

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.

Chief Customer Officer 40

Chief Customer Officer Analytics NPS Technology 40

Eptica

NOVEMBER 8, 2017

How do you become more customer centric? There are multiple aspects to this, from making a customer focus part of your company vision and objectives, prioritizing it in recruitment and training plans, implementing technology and processes to support it, and even linking customer centricity to company bonuses.

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Customer Centricity How To Self Service Chief Customer Officer 96

ProProfs Chat

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Chief Customer Officer Self Service Roadmap Customer Success 10

CustomerSuccessBox

DECEMBER 6, 2021

He is a Customer Success executive with experience in building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. Dave Jackson. Rick Adams.

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Customer Success Consulting Chief Customer Officer B2B 52

Customer Alignment

DECEMBER 18, 2017

Finally – the digital and technology ‘transformation’ of 2017 which was going to improve customers’ experiences forever. The expectation was that digital technology would creatively solve, improve and innovate so that experiences would be better for customers. Think Smiling Companies, Happy Customers.

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Omni-Channel Customer Journeys Chief Customer Officer CEM 45