Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Practice mindful leadership.

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Chief Customer Officer Customer Experience Leadership Innovation 133

Customer Bliss

MARCH 14, 2017

Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company.

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Chief Customer Officer Sales Customers Measurement 219

Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

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Chief Customer Officer Customer Centricity Call Center Metrics 98

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. She also redefined a lot of KPIs for 2017 so as to be more customer-facing. Episode Overview.

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Chief Customer Officer Customer Journeys B2B B2C 118

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Q: Which channels does Craveable Brands use to capture customer feedback?

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

Gainsight

APRIL 14, 2022

Here are five important recommendations that Chief Customer Officers should focus on to drive net revenue retention: 1. Companies that invested 10 percent of revenue in customer service saw the highest NRR. The post 5 Ways Chief Customer Officers Can Drive Net Revenue Retention appeared first on Gainsight Software.

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Chief Customer Officer Effort Score Customer Success Analytics 59

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. One example: the on-boarding experience. The leadership team is leading by example. Episode Overview.

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Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Episode Overview.

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Chief Customer Officer Leadership Metrics Roadmap 100

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

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Chief Customer Officer Contact Center Analysis Customers 48

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. Competition is fierce in our global economy.

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Chief Customer Officer Company Call Center Leadership 60

Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. Episode Overview.

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Chief Customer Officer Social Media Call Center Leadership 100

ECXO

JUNE 7, 2023

Real-life examples showcasing personalization and real-time responsiveness. Nicolette Wuring: A dynamic Managing Director at Customer-Advocacy.com and ECXO Ambassador and Facilitator. Discover more about the ECXO at [link]. What will you gain from this discussion? Explore further at [link]. Find out more about her at [link].

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Customer Experience Engagement Chief Customer Officer CRM 227

Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Externally, they needed to learn from their customers on what was important. About Libby.

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Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 142

ECXO

APRIL 18, 2024

But at some point, his colleagues started to notice the positive impact of his efforts, and some even began to emulate his customer-centric attitude. The power of example Jose’s relentless efforts to create a customer-centric culture began to inspire others. For sure it was.

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Customer Experience Customer Centricity Chief Customer Officer Culture 306

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

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Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Bliss

NOVEMBER 22, 2016

Before Carol shifted up the chain at Dow Corning, for example, she had been managing a $400M section of the company. Your focus is on customer and employee experience. One aspect that unites all CCOs (that I’ve worked with) is this greater focus on experience, both internal (employee) and external (customer).

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Chief Customer Officer Leadership Metrics Customer Journeys 100

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

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Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

NOVEMBER 8, 2019

” The role of the chief customer officer is to work with leaders to unite behavior. It is to unite actions; to provide proof to the organization that this leadership team is committed to driving growth by improving customers’ lives. With every decision you make, employees and customers are watching.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

Customer Bliss

JANUARY 17, 2020

You have an opportunity to make it easier on employees to deliver value to customers. For example, Commerce Bank—now TD Bank —asked their employees: “What’s getting in your way? In my first role as Chief Customer Officer at Lands’ End , founder Gary Comer said to me, “You’re the conscience of the company.

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Chief Customer Officer Banking ROI Financial 327

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

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Leadership Customer Experience Customer Centricity How To 259

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

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Chief Customer Officer Resources Marketing Customer Centricity 10

Customer Bliss

FEBRUARY 8, 2019

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

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Chief Customer Officer Customers Travel Measurement 131

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. 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).

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Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Customer Bliss

FEBRUARY 26, 2015

Commitment to customer-driven growth is proven with actions and choices. To emulate culture, people need examples. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset growth. They need proof.

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Chief Customer Officer eBook Leadership Culture 100

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. You might also like: How to Become the Chief Customer Officer (CCO)?

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Chief Customer Officer B2B Innovation Culture 10

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Those competencies give you a specific roadmap. There’s your pothole. How reliable are you?

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Customer Experience Chief Customer Officer Video Leadership 185

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Emotionally, employees are spent or they are intellectually exhausted from putting customers lives back together again. Calling “code lavender,” for example, brings caregivers together.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? For example, I’m always impressed with Zappos.com. However, its phone number is posted on every page of the website, just in case the customer needs help or has questions.

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Chief Customer Officer Effort Score Policies Customer Service Training 123

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Tish Whitcraft is Chief Customer Officer at OpenX , responsible for the partner experience and all revenue growth and retention. The focus of this competency is that leaders must connect the silos and enable people to act.

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Chief Customer Officer Leadership Advertising Culture 118

Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” The following is a lightly edited transcript of the video below.

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Industry Chief Customer Officer Roadmap How To 135

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

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Customer Experience Chief Customer Officer Social Media Connections 0

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

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. Let me give you an example. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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Engagement How To Chief Customer Officer Video 334

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For example, in the case of that gown, they turn patient vulnerability into comfort and they redesign that gown. They think about their customers’ emotions first.

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Innovation Loyalty Chief Customer Officer Hospitality 221

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Successful Chief Customer Officers need to deliberately build a plan of action in the early years. Commitment to customer driven growth is proven with choices and action.

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Chief Customer Officer Leadership Resources Culture 100

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. These 3 steps will help you establish a more realistic strategy for implementing customer experience so that you don’t create an overwhelming plan that attempts to “boil the ocean.”

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