CCO Council

JUNE 17, 2014

So multi-channel accessibility and consistency of experience across those channels have become essential components to winning the competition for customers. More and more, companies are recognizing the financial benefits of customer satisfaction and its proportionate relationships with loyalty and profitability.

Chief Customer Officer 84

Chief Customer Officer Multi-Channel Customer Centricity Financial 84

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. Episode Overview. About Claudiu.

Financial 121

Financial Banking Healthcare Leadership 121

eglobalis

JUNE 27, 2024

Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved. Net Promoter Score (NPS): Measures customer loyalty by asking how likely customers are to recommend your company to others. Samsung often does that.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

JULY 29, 2024

Return on Investment (ROI) : Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved. Net Promoter Score (NPS) : Measures customer loyalty by asking how likely customers are to recommend your company to others.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage B2C 85

Customer Bliss

AUGUST 8, 2017

Prior to Standard Life, Stephen held senior executive customer, marketing, distribution and product roles with Barclays, AMP, Frizzell and Berkeley Berry Birch. During his career, he has also held a number of non-executive roles with professional bodies and the financial services regulator. The pay it forward question.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

JANUARY 17, 2020

And when he retired, a line of people 3 blocks long stood to say goodbye to him — what he didn’t get in financial prosperity, he got back in many, many more important versions of prosperity. Are you a part of the story of your customers' lives? Will they remember you fondly for years after they've interacted with you?

Chief Customer Officer 327

Chief Customer Officer Banking ROI Financial 327

AWS Machine Learning

FEBRUARY 10, 2025

By empowering both data scientists and portfolio managers with AI assistants, were not just improving efficiencywere transforming how financial institutions approach lending. By using this technology, RDC can provide key insights to customers, improve solution adoption, accelerate the model lifecycle, and reduce the customer support burden.

Data 97

Data Chief Customer Officer Knowledge Base Banking 97

Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 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. Episode Overview. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Episode Overview. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

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. I was (and always will be) customer first.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges.

Management 234

Management Apparel Chief Customer Officer Telecommunications 234

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. They may feel that it’s financially a problem or that it’s operationally not correct. The following is a lightly edited transcript of the video below. CX… Click To Tweet.

Engagement 334

Engagement How To Chief Customer Officer Video 334

Customer Bliss

OCTOBER 11, 2016

He curates a network of over 140 strategic partners including financial American Express, Citi, Visa, 65+ airlines, travel partners such as Enterprise Holdings, American Express Business Travel and uber. Mark oversees Hilton’s global partnership strategy. He leads a global portfolio of Hilton HHonors co-branded credit cards.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

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. You may be a services- or financial-driven Power Core company, or you may be a vertical company, such as insurance. The following is a lightly edited transcript of the video below.

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Chief Customer Officer Company Insurance Video 216

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.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Gainsight

NOVEMBER 3, 2021

But the logical next step is when CEOs ask me, “should I have a Chief Customer Officer?”. And here’s why: Customer Success Is a Company-Wide Strategy, Not Just a Function. The first mistake in Customer Success is not investing in a team. Same with having a Chief Product Officer – because tech is important.

Chief Customer Officer 59

Chief Customer Officer Company Customer Success Sales 59

ChurnZero

MAY 29, 2020

Why it matters: Your ratio of CLTV to customer acquisition cost (CAC) tells you how profitable a customer will be over their lifetime compared against the marketing and sales costs spent to acquire them. It’s used to forecast the financial sustainability and trajectory of SaaS businesses, and therefore their valuation.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

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. Break Down Silos and Communicate One Message.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Bliss

JANUARY 12, 2018

Christine is an accomplished and highly versatile business leader and Non-Executive Director, with extensive experience in delivering strong financial and people outcomes in the retail, eCommerce, consumer services and logistics sectors. Let me know what was your favorite part of the episode in the comments below.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

AskNicely

NOVEMBER 20, 2018

The sheer number of transactions is so large that a customer feedback program wouldn’t make any sense without a thoughtful segmentation strategy,” Wayne Pointon, Chief Customer Officer for Transaction Services Group Australasia, told us. They have also seen a notable reduction in customer AND employee churn.

Case Study 150

Case Study Study NPS Net Promoter Score 150

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.

Industry 135

Industry Chief Customer Officer Roadmap How To 135

CloudCherry

DECEMBER 1, 2018

And ultimately, customer experience is concerned with the connection between all of these elements. How can we accurately predict what improvements will have the biggest impact on the customer experience? What feelings do we need to ignite to improve the financials? Where does Customer Experience actually live?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

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.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. ” About Rosalyn Curato.

Company 149

Company Strategy Chief Customer Officer Financial 149

Blake Morgan

DECEMBER 5, 2023

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect.

Loyalty 105

Loyalty Chief Customer Officer Financial Customer Centricity 105

Customer Bliss

OCTOBER 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.

ROI 120

ROI Chief Customer Officer Financial Video 120

Alida

MAY 10, 2016

This appreciation for delivering a comprehensive one-company experience brings with it a new appreciation for the need for a Chief Customer Officer to unite the organization in understanding and developing the competencies to work in this manner. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. Follow Solomon on Twitter to see why.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Calabrio

JULY 26, 2017

Just one dissatisfied customer can influence an entire network of prospective customers. If customer experience is genuinely a top priority for the company, someone needs to lead the charge. That’s where the Chief Customer Officer (CCO) comes in. Focuses on financials (over customers) in quarterly reports.

Chief Customer Officer 124

Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Transforming CX in Financial Services, with Claudiu Coltea. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

Customer Bliss

JUNE 18, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Banks are trusted to ensure financial safety and security. 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.

Chief Customer Officer 161

Chief Customer Officer Video Course Banking 161

Gainsight

JANUARY 10, 2025

What started as a strategy for B2B tech companies is now finding a home across industries like healthcare, financial services, and manufacturing. 62% of organizations in industries outside of B2B tech are adopting CS principles to meet customer needs and improve outcomes.

Trends 52

Trends Report Self Service B2B 52