Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 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. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customers First, or Employees First ?

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

ClearAction

JANUARY 14, 2015

Here are some of many great B2B CX examples I've come across, in hopes that some of these stories may serve as inspiration in your company: GE: Customer Experience ROI Enablement. Adobe: Customer Experience Undercover Boss. Maersk: Focusing on People in B2B Customer Experience Strategy.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Gainsight

JUNE 9, 2021

PT) to continue binge-ing the best customer-focused content! Major Takeaways: The use of the DEAR—Deployment, Engagement, Adoption (Depth and Breadth), Return on Investment (ROI)—Model is a great framework that works for Gainsight especially when attached to leading metrics. If not, we highly recommend you do.

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

Michel Falcon Experience

NOVEMBER 8, 2015

Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. An emerging role within companies of all sizes and industries is the Chief Customer Officer.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

SmartKarrot

MARCH 8, 2022

Emilia has won several accolades for her role in the Customer Success industry, including our ‘Top 50 Customer Success Influencers 2022’ list. The Vice President of Customer Success at Proton, Emily Garza, is a passionate, customer-focused strategist driven to prove customers with impactful and valuable experiences.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21