ECXO

MARCH 6, 2025

Ideally, the CEO and other senior leaders champion the effort, making it clear through their actions and priorities that customer experience is not just a frontline issue but a strategic, company-wide imperative. This group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability.

B2B 339

B2B Customer Journeys How To Effort Score 339

Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. We have a road map for the customer work and know where progress will be measured. Implementation tip : This needs to be a group effort.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

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. Episode Overview. She has been in the role now for almost 40 months. About Camille.

Chief Customer Officer 100

Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. We have a road map for the customer work and know where progress will be measured. Implementation tip : This needs to be a group effort.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

Zeisler Consulting

MAY 4, 2021

I was recently speaking with a friend who’s a Chief Customer Officer. She has the support of her boss, the CEO, who often speaks of the importance of CX and why having a Chief Customer Officer is so valuable. Oh, boy, have I been there.

Chief Customer Officer 72

Chief Customer Officer NPS Fashion Social Media 72

ECXO

JUNE 7, 2023

Dr. Jörg Reinnarth: The Founder and CEO of CINTELLIC Consulting Group. Dr. Reinnarth is widely recognized as a leading expert in cross-channel customer management and marketing automation. Nicolette Wuring: A dynamic Managing Director at Customer-Advocacy.com and ECXO Ambassador and Facilitator. Learn more about him at [link].

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

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. Around 5:30: the meetings designed around good/bad customer calls were only set for 30 minutes.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

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. Build Customer Engagement into the Budget. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Groups 111

Groups Chief Customer Officer ROI Leadership 111

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. What we need, as we lead the work and as we unite ourselves as a group driving the organization toward a way of improving lives, is to understand who’s an advocate and who’s an outlier. That’s natural!

Engagement 334

Engagement How To Chief Customer Officer Video 334

Customer Bliss

SEPTEMBER 11, 2014

Your best customers are hanging in there with you and they deserve all the love you can give. Bring a group of your best customers in for an evening of food and feedback. Make a list of the biggest issues customers are having and work to systematically cross items off the list. Are you developing new products or services?

Chief Customer Officer 197

Chief Customer Officer Retail Groups Interaction 197

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Take Your Leadership Teams Through the Customer Journey. ” About Yamini Rangan.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Colin Taylor, CEO at Taylor Reach Group. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. What did they value?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. If you haven’t learned to work with your key peer group or the level up, this can make the work harder. Episode: How to Win the Chief Customer Officer Role, with Sandy Miranda. Jason Bradshaw. It will happen.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

AskNicely

NOVEMBER 20, 2018

Debitsuccess , a part of Transaction Services Group, is a full-service direct debit payment processor. With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. “The Debitsuccess, for one.

Case Study 150

Case Study Study NPS Net Promoter Score 150

Helen Dewdney

MAY 21, 2017

From predicting Philp Clarke’s demise, taking the company to court (and winning), meeting Dave Lewis the group CEO and his executive team , continuing to criticise various initiatives such as fake farms and interviewing Dave Lewis (Group CEO and Matt Davies (UK CEO) in a filmed exclusive last year.

Chief Customer Officer 60

Chief Customer Officer Customers Comparison Course 60

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

JANUARY 12, 2018

As Group Chief Customer Officer of Australia Post, Christine is responsible for creating the experiences that customers love and advocating for customers across the enterprise. 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

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Figure out what’s happening with customer growth. Listen and Understand How You Can Provide Value.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

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

Kerry Bodine

MARCH 8, 2017

In a meeting several weeks ago with a big tech client, I used the word “design” with a group I had assumed to be familiar with design thinking concepts — but their sudden silence, blank stares, and crossed arms told me otherwise. I quickly backtracked and started talking about “understanding the real problem and prototyping solutions.”

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

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. Bruce Temkin.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

TechSee

MARCH 7, 2023

She is responsible for customer help and support journeys, internal application portfolios, and on-site searches. Serpil Timuray – CEO Europe Cluster and Member of Group Executive Committee, Vodafone – Serpil inspires us with her advocacy to close the global digital divide.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. My book, Chief Customer Officer 2.0

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Alida

JUNE 16, 2016

Here are our top seven reasons: She pioneered the emergence of the chief customer officer role. In fact, her first book, Chief Customer Officer: Getting Past Lip Service to Passionate Action , published in 2006, explored this new C-suite position.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Michelli Experience

JULY 11, 2017

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. Jeff Lewis at Monster.com and Marissa Peterson at Sun Microsystems). Jeff Lewis at Monster.com and Marissa Peterson at Sun Microsystems). Decentralized and Nimble.

Chief Customer Officer 113

Chief Customer Officer Customer Experience Management Consulting 113

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Customer Bliss

MARCH 24, 2015

If there’s a void, it may be right to consider a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. __ YES there is __ NO there is not. We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not.

Tips 100

Tips Chief Customer Officer Effort Score Roadmap 100

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. Episode Overview. She has been in the role now for almost 40 months. About Camille.

Chief Customer Officer 100

Chief Customer Officer Return on Investment Leadership Hospitality 100

Customer Bliss

JANUARY 18, 2018

During Kathy’s CX implementation process, she realized that as an organization, they were allowing the customer experience to happen versus being deliberate in facilitating the overall experience; it was time to change that. Their customer experience was happening in silos, so the journey was broken. Click To Tweet.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Alida

JULY 16, 2018

Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do. Focus on customer outcomes, over revenue outcomes. “Do

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

Customer Bliss

SEPTEMBER 13, 2018

Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs. Where were they gaining customers?

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

Experience Matters

SEPTEMBER 6, 2017

In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment.

Infographics 244

Infographics Groups Report Chief Customer Officer 244

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How customers are segmented can help with the division of labor and the CS team structure.

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127