Customer Bliss

FEBRUARY 21, 2017

Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert saw these other leaders as key partners: Chief Commercial Officer. Episode Overview.

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Chief Customer Officer Groups B2C Course 160

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. It takes them back to the beginning of their time as CCOs to help reflect on lessons that they can pay forward to other practitioners of customer experience. Know Who’s an Advocate and Who’s an Outlier.

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Engagement How To Chief Customer Officer Video 334

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Throwing head count at the customer challenge is not necessarily the automatic solution.

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Chief Customer Officer Return on Investment Leadership Customers 80

ECXO

JUNE 7, 2023

We are thrilled to announce and extend our invitation to you for an exciting and informative discussion: “Creating Engaging Experiences in Real-time,” presented by the ECXO in collaboration with SAS. Nicolette Wuring: A dynamic Managing Director at Customer-Advocacy.com and ECXO Ambassador and Facilitator.

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Customer Experience Engagement Chief Customer Officer CRM 240

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. Give awards: MSA has several tiers/levels of employee awards based on going above and beyond for customers.

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Chief Customer Officer Customer Journeys B2B B2C 118

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. How do you do this and engage customers as a healthcare provider?

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Chief Customer Officer Handbook System Engagement 195

MyCustomer

FEBRUARY 20, 2023

Engagement A single executive chief customer officer is wrong

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Chief Customer Officer Customers Engagement 100

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Chief Customer Officer Customer Care Metrics Communication 131

Customer Bliss

DECEMBER 22, 2016

We had the privilege of interviewing the pioneer of the Chief Customer Officer (CCO) role, Jeanne Bliss who held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months?

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Chief Customer Officer Omni-Channel Social Media Leadership 0

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. The Initial CCO Steps. So what did she do?

Chief Customer Officer 0

Chief Customer Officer Industry Social Media Conference 0

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work.

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Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Does your company need a CCO? Yes, there is.

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Chief Customer Officer Company Tips Leadership 133

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Many organizations designate a specific executive owner for CX (such as a Chief Customer Officer or Chief Experience Officer) to lead the charge.

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B2B Customer Journeys How To Effort Score 339

eglobalis

JUNE 27, 2024

Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone. Engage Employees: Ensure that employees at all levels are engaged in the feedback process. This ensures accountability and a focused approach to achieving customer satisfaction.

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Strategy Customer Experience Net Promoter Score Customer Centricity 455

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Now Camille had the leadership mandate and engagement. Episode Overview. About Camille.

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Chief Customer Officer How To Return on Investment Leadership 100

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

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Strategy Customer Experience Net Promoter Score Effort Score 380

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Does your company need a CCO? Yes, there is.

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Chief Customer Officer Company Tips Leadership 107

Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Darryl agreed with this, noting that it’s essentially flipping conventional business wisdom over to redirect with a customer focus. About Darryl.

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Chief Customer Officer Culture Leadership Insurance 0

Customer Bliss

AUGUST 8, 2017

Specifically, Stephen was hands on in leading the transformation of Standard Life’s marketing and customer functions using the latest creative thinking and new technology capabilities in digital and data to engage with four million plus customers.

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Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Engaging peers to understand their interpretation of the work. Get quick wins – usually attached to cost reduction by improving customer experience efficiency. Identify how to package wins and engage the organization.

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Chief Customer Officer Leadership Metrics Roadmap 100

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business.

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Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. Year 4 and Beyond: Chief Customer Officer Priorities.

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Chief Customer Officer How To Leadership Meeting 183

ShepHyken

JANUARY 7, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? How can personalization contribute to better engagement? What strategies can organizations use to empower employees to improve customer interactions?

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Government Customer Experience Chief Customer Officer Feedback 83

InMoment XI

OCTOBER 26, 2022

This council should aim to manage the activities of the tactical working teams that are striving to improve the customer experience as well as communicate expectations throughout the company and particularly to the customer-facing associates. When your employees are engaged in the experience, your organization will benefit.

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Retail Customer Centricity Government Chief Customer Officer 397

ECXO

APRIL 18, 2024

Impressed by the positive changes, they decided to create a new role – Chief Customer Officer – and offered it to Jose. As the Chief Customer Officer, Jose worked tirelessly to instill a customer-centric culture in every corner of TechEase.

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Customer Experience Customer Centricity Chief Customer Officer Culture 314

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges.

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Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

DECEMBER 16, 2021

Whether or not your CSMs own revenue, however, I want to make the argument that you, as a current or aspiring Chief Customer Officer, absolutely should. You likely have some combination of Customer Success Management, Support, Professional Services, Training, and perhaps other functions. Forecasting Will Get Better.

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Chief Customer Officer Customer Success Sales Conference 72

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. ” The role of the chief customer officer is to work with leaders to unite behavior. Let me ask you this — how many years have you been doing this work?

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Leadership Chief Customer Officer Culture Customer Centricity 238

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview.

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Chief Customer Officer Hospitality Industry Travel 0

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters.

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Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. This means immediately get to know these leaders: engage with them, understand their agendas, and work with them and provide an opportunity to partner with them. Rule 1: Know the Power Core.

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Chief Customer Officer Company Insurance Video 216

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Unite leaders in focusing the organization on improving customers’ lives.

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Chief Customer Officer Customer Journeys Leadership Metrics 135

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.

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Chief Customer Officer Net Promoter Score Insurance Software 52

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. At the beginning of each coaching engagement I have with my clients, I conduct a 5 Competencies Audit to determine how much work has already been done in each other the 5 competencies.

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Customer Experience Chief Customer Officer Customers Leadership 235

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. If you want happy customers, you need happy employees.

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Resources Chief Customer Officer Customer Experience Tips 185

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.

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Chief Customer Officer Self Service Effort Score Leadership 52