ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 101

Chief Customer Officer Telecommunications Employee Experience Measurement 101

Wootric CX Blog

JANUARY 6, 2021

Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience. This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. .

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

ECXO

APRIL 26, 2023

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). It also sits with the Chief Design Officer (or equivalent).

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

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. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

AUGUST 23, 2018

He created two separate groups to analyze the different aspects of the customer experience. One team managed the on-train experience and another managed the station experience. Anand then divvied up the analytics per each group and went through the specific issues for the groups to address.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Lumoa

APRIL 24, 2018

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." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 317

System Effort Score NPS Net Promoter Score 317

TechSee

AUGUST 14, 2023

Follow on LinkedIn Clare Muscutt, Founder and CEO of Women in CX As a globally recognized leading CX practitioner, Clare has dedicated her career to crafting innovative strategies that balance customer and employee needs with business outcomes. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Adrian Swinscoe

SEPTEMBER 16, 2024

Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance.

Insurance 59

Insurance Chief Customer Officer Loyalty Connections 59

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

ClearAction

APRIL 13, 2023

Think broadly, be bold, and ally with every group that’s re-engineering processes or policies, leading initiatives, and making strategic decisions. These are apparent in Customer Service chat and audio logs: what is your customer trying to get done and why, and what is their consequence for gaps?

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

ClearAction

MARCH 22, 2024

. — It’s about everyone keeping their eye on the ball: customers’ well-being. When you rally around customers’ well-being, mis-steps are avoided, costs are lower, budgets expand, employee experience is richer, silos are smoothed, magnetic attraction increases, and growth is higher.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ProProfs Chat

DECEMBER 7, 2018

Keeping this in mind, we reached out to customer service experts online and asked for their opinion on how businesses can improve customer service this holiday season. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. Kedar Naik Founder and Chief Customer Officer CXP Solutions, Australia.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

JULY 28, 2023

They need to set you up to foster holistic customer focus across the entire organization. If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives. Customer focus must be designed with empathy.

Customer Experience 62

Customer Experience Chief Customer Officer Fashion Groups 62

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 48

Chief Customer Officer Telecommunications Employee Experience Measurement 48

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

Lumoa

JUNE 22, 2021

And it’s, it’s not only to, to put it on the paper so to say but you have to, you actually have to be the person willing to, without compromise, talk to customers case, wear the customer hat, to be the customers ally around the table when you discuss product development,strategy, cutting costs, you know.

Customer Centricity 195

Customer Centricity Hotels Customer Experience Customer Journeys 195

ClearAction

NOVEMBER 16, 2017

First and foremost you must understand and respect your brand essence as customers see it. Second, you must understand it from your employees’ viewpoint — not just the brand, but the employee experience in total. What’s already done within a customer experience excellence context ? Don’t stop there.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

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

CCO Council

NOVEMBER 21, 2019

Odds are, if a process is cumbersome for front-line employees, it’s tough for customers as well. Improved employee experience almost always translates into an improved customer experience. So, there’s an argument for starting with the employee experience and asking if that’s been improved.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Think Customers

NOVEMBER 4, 2019

Volkswagen Australia Builds Trust with Chief Customer Officer Understanding how the customer thinks and behaves is exactly what Jason Bradshaw, the first chief customer officer at Volkswagen Group Australia , has set out to do. Another challenge was attracting applicants.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Bruce: He’s a keynote speaker, strategic adviser, the Co-Founder of the Customer Experience Professional Association , a Customer Experience Transformist and Managing Partner at Temkin Group , and now Head of the XM Institute at Qualtrics. And we probably haven’t even got everything covered.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

NOVEMBER 19, 2019

“If we don’t provide a great experience for our internal employees, there’s no way we can expect them to provide a great experience for their external customers.”. – Anahita Reilly, Chief Customer Officer of U.S. My advice to newcomers in the Employee Experience world?

Management 31

Management Chief Customer Officer Healthcare Banking 31

Qualtrics

MARCH 4, 2019

We sat down with Anahita Reilly, one of the first ever Chief Customer Officers in a government organization, to learn how she and the GSA approached a range of topics including how technology improves their customer experience, regulations influence innovation, and how to make sure the taxpayer always comes first.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

SmartKarrot

JULY 27, 2020

Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. LinkedIn Groups.

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10

Customer Alignment

DECEMBER 18, 2017

Besides buzz words and phrases, the customer world was conversing about: the importance of C-Suite commitment, and endorsement of Customer Experience where ownership of CX should sit – debates about Chief Customer Officers (CCO), Marketing, IT, HR, a whole team or single person approaches removing organisational silos for greater collaboration to better (..)

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , They needed some help defining the client/customer experience journey.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148