Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Accountability and governance in place. 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

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer How To Roadmap 111

Customer Bliss

SEPTEMBER 27, 2018

Strategy: connecting the dots between customer experience and increasing revenue by explaining where Genesys was, where they need to be, and how they could help customers achieve success. Lucy and her team looked at pricing and governance to see how these aspects may affect long-term contract maintenance.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Realize that customer experience work is hard and you'll need people that are credible and resilient to help you continue to drive through. Episode: A Toolkit for Customer Experience Leadership in Government with CCO Anahita Reilly.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Kerry Bodine

MARCH 8, 2017

The innovation team at a government agency I work with also met with strong resistance when introducing design methodologies to the organization several years ago. And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Forrester

MARCH 6, 2015

Hundreds if not thousands of leading corporations have created chief customer officer (CCO) positions in recent years to help them become more customer-centric. Now US federal government agencies are toying with the idea of adding CCO positions and four have already taken the plunge. Customer Experience'

Chief Customer Officer 40

Chief Customer Officer Government Customer Centricity Customers 40

Customer Bliss

DECEMBER 28, 2018

She wanted them to understand exactly how the company’s operations affected customer experience and the specific ways in which that jeopardized the bottom line. The principles are as follows: Ask, will it make the life of the customer easier? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. Whiting joined TECO in January 2017 after spending nearly four years as the chief customer officer for JEA.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

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. She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

CX Journey

SEPTEMBER 20, 2016

NewVoiceMedia proposed some solutions for breaking down the silos, including hiring a Chief Customer Officer (CCO), who will lead and oversee customer experience efforts across departments, business units, and the entire company.

Customer Experience 80

Customer Experience Multi-Channel Government Customer Journeys 80

ECXO

APRIL 13, 2023

oraMiddle East Linking customer experience to GDP – the government has prioritised developing the tourism industry in the Emirates and recognises that customer experience is a critical component of that. And not just in Europe. A stopover in UAE helps us understand some of the reasons why.

Culture 156

Culture Customer Experience B2B B2C 156

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Zeisler Consulting

MAY 18, 2021

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time.

Insurance 93

Insurance Chief Customer Officer Policies Government 93

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

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 40

Government Self Service Customer Service Social Media 40

Talkdesk

APRIL 3, 2020

The coronavirus (COVID-19) is turning people’s daily lives upside down as governments around the world implement quarantines and social distancing strategies designed to slow down transmission. For many, 2020 already feels like the longest and most challenging year of our lives.

Tips 58

Tips Chief Customer Officer Travel How To 58

CX Journey

JANUARY 26, 2016

CEO buy-in and commitment well-communicated CX vision and strategy employee experience as a priority employee commitment, alignment, and clear line of sight to customers Chief Customer Officer* (or similar) and a governance structure understanding customers a culture of outside-in thinking a customer-obsessed workforce and mindset *Note that some say (..)

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CSM Magazine

AUGUST 30, 2023

.” For close to 20 years, Waterfield Tech has partnered with Avaya to deliver bespoke customer engagement solutions that are secure, reliable, and scalable to meet the distinct needs of education and government entities. “The State, Local, and Education sectors face unique challenges.

Chief Customer Officer 52

Chief Customer Officer Contact Center Omni-Channel Government 52

Maru Group

FEBRUARY 19, 2020

In the case of Shediac, NB, the local government approached NB Power with the idea of becoming a smart city to address migration out of the area. The government and local businesses needed a way to attract young people to the area to address economic issues. By working together, potential issues can also be addressed in advanced.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Customer Success 52

Customer Success Chief Customer Officer How To Customer Relationship Management 52

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

ChurnZero

NOVEMBER 19, 2019

ChurnZero was recognized as a Tech 100 Company and our Chief Customer Officer, Abby Hammer, was named a Tech 100 Executive. . Siemens Government Technologies. NVTC’s Tech 100 awards celebrate the most innovative technology companies and top tech executives in the region. GuidePoint Security LLC. ScienceLogic. Attain, LLC.

Chief Customer Officer 10

Chief Customer Officer Government Consulting Innovation 10

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. Founder & CEO, Chief Customer Officer Council. Curtis Bingham.

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

Thematic

FEBRUARY 13, 2019

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling to meet these experts.

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

Natalie Petouhof

JUNE 4, 2015

Key Principle #6: Future Markets: Healthcare, Government, Innovation, People, Passion… In a digital world, where business models are changing very fast (note not everyone agrees with this or sees it) business will need real-time data to make better decisions to make the customer experience the best it can be.

Chief Customer Officer 40

Chief Customer Officer Analytics Consulting Healthcare 40

Eptica

MAY 11, 2017

He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience. While these have a variety of titles, from Chief Customer Officer to VP or Head of Customer Experience their role is essentially the same – lead a team that ensures that CX meets and exceeds customer needs.

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51

Qualtrics

MARCH 4, 2019

As a part of the government, the U.S. General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. government offices, providing transportation and office space to federal employees, and developing government-wide cost-minimizing policies.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

ChurnZero

NOVEMBER 30, 2023

On the other side, making the case that AI will not replace customer success: Maranda Dziekonski , senior vice president of customer success at Datasembly; and David Verhaag , chief customer officer at Arist. Regulations are coming. Humans desire human interaction.

Customer Success 52

Customer Success Management Chief Customer Officer Healthcare 52

CSM Magazine

DECEMBER 20, 2016

The first deals with dividing responsibilities and defining customer experience ownership, that is, identifying real people behind the very vague term of ‘CX practitioners’ as well as searching for the place that technology has come to occupy in the CXM governance models. Challenge 1: Who should govern customer experience management?

Customer Experience 40

Customer Experience Government Chief Customer Officer Customer Journeys 40

CX Journey

FEBRUARY 8, 2017

Phase 3: Strategy Development The foundational work in the first two phases lead to - and feed into - the development of the CX strategy that is to be executed on going forward.

Culture 80

Culture Customer Centricity Government ROI 80

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Shared Vision is Essential for Customer Experience Strategy. 4 Customer Centric Culture Building Blocks.

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

Gainsight

OCTOBER 1, 2021

Alternatively, CS Ops can fit snugly under your Chief Customer Officer (CCO) or head of customer success. This placement is Gainsight’s recommendation, especially for new CS Ops teams, as it provides greater scope and control over the customer lifecycle that falls within the domain of CS responsibility.

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. We are in the growing market share of old businesses because we cater to customers that are doing very very well.

How To 98

How To Customers Communication Customer Success 98