Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Leadership 52

CloudCherry

DECEMBER 1, 2018

As Bain and Co writes, “Employee promoters power strong business performance because they provide better experiences for customers, approach the job with energy?which Improving employee engagement has a positive effect on multiple customer journey touchpoints. At CloudCherry, I own customer experience.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

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. Put customers front and center. Do they know?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Bliss

NOVEMBER 1, 2018

Some employees were on shifts for extended periods of time that they didn’t necessarily prefer. After listening to feedback and performance metrics, Carolyne and her leadership team were able to create shift bids based on performance, which allowed employees to have different shift options.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

Net Promoter Score 98

Net Promoter Score Chief Customer Officer Leadership NPS 98

Customer Bliss

OCTOBER 25, 2018

His team was united in a vision and all had a desire to work together, which is one of the first steps in CX transformation — uniting leadership. The Employee Experience Directly Impacts Customer Experience. He spoke with employees, volunteers, contractors, and some patients to understand what has and hasn’t worked in the past.

System 162

System Hospitality Customer Experience Guest Experience 162

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

System 317

System Effort Score NPS Net Promoter Score 317

CloudCherry

OCTOBER 30, 2018

As Bain and Co writes, “Employee promoters power strong business performance because they provide better experiences for customers, approach the job with energy?which Improving employee engagement has a positive effect on multiple customer journey touchpoints. At CloudCherry, I own customer experience.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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

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

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. The starting point for customer experience in healthcare: Anthem is an enormous company. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. Don Peppers Follow @DonPeppers. Jeanne Bliss Follow @JeanneBliss. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

MAY 31, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Such an individual—let’s call this person a chief customer officer—is missing from the organization chart of many companies.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

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 leadership takes a village.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

Beyond Philosophy

FEBRUARY 27, 2017

Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. Through our employee engagement services , we help organizations create a culture that leads employees to become company ambassadors.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. Chief Customer Officer 2.0.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Gainsight

MAY 10, 2021

But for CS, the real Top Guns are Will Rahim , SVP of Global CS, and his wingmen, Scott Klimek , VP of Customer Operations, and Todd Massey, Senior CS Ops Manager, all of Delphix They will be leading the session Win Fast by Hiring CS Operations Early. Familiar Favorites: Customer Success at Scale. What’s in a name?

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Amazon is well-known for putting the customer first. Loyalty 3.0:

Customer Service 100

Customer Service Case Study Gamification Culture 100

ClearAction

FEBRUARY 28, 2019

. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Tricia Morris

JUNE 19, 2015

Employee Engagement. And Greater Customer Satisfaction. In a pre-recorded webinar, The Service Council’s Chief Customer Officer and industry analyst Sumair Dutta details benefits and current statistics around self-service for customer service. Consistency of Information Across Channels.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Wootric CX Blog

FEBRUARY 14, 2019

The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. Why we love Sarang: Sarang’s head of Customer Success at Wootric. Jeannie Walters.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Especially in the face of attempting to drive up employee engagement which is increasingly fashionable in service touch points these days. It’s something done by previous generations.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Qualtrics

NOVEMBER 21, 2019

There’s lots of thought leadership on the value of frictionless experiences. The new set of senior job titles – Chief Customer Officer, Chief Experience Officer – is a confusing mix. And that it will lead to improved outcomes, plus employee engagement and enablement.

Customer Experience 38

Customer Experience Self Service Virtual Agent Healthcare 38

SmartKarrot

APRIL 8, 2022

This is where the COO or the chief operating officer comes in. Though the role is not a new one like the Chief Customer Officer , there have been massive changes and extensive transformation over the years. Responsibilities of the Chief Operating Officer or COO. The COO Job Description.

Chief Customer Officer 10

Chief Customer Officer Financial Policies Report 10

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. Struggle: Chief customer officers are still mostly missing.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Experience Investigators by 360Connext

MARCH 25, 2015

“Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Desire is an emotion.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110