eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX 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). Collaboration between the [.]

Chief Customer Officer 441

Chief Customer Officer Strategy Customers Customer Experience 441

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. It’s how you show up.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

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 Chief Customer Officer Apparel Telecommunications 234

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding. Jeanne Bliss.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

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 368

Chief Customer Officer Brands NPS Customer Centricity 368

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson.

Chief Customer Officer 296

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 296

Customer Bliss

MAY 16, 2017

Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy. She is a Certified Customer Experience Professional (CCXP) as well as certified Six Sigma Green Belt. About Milista.

Chief Customer Officer 0

Chief Customer Officer ROI Financial Insurance 0

ECXO

MARCH 6, 2025

We will also highlight how a CX transformation differs from a typical program management initiative, who drives these programs, and what lessons can be learned from B2B companies that have made this journey. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 314

B2B Customer Journeys How To Effort Score 314

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.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. Without these insights, it’s likely to be too late when the Customer finds out after a change has already been made.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

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?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. About Enrique.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

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. Practice capacity management.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

eglobalis

JUNE 27, 2024

Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer. Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

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.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ECXO

JULY 29, 2024

Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

BirdEye

JANUARY 13, 2021

We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies. Walt has previously led Customer Operations at companies like RingCentral and WebEx.

Chief Customer Officer 75

Chief Customer Officer Meeting Leadership Culture 75

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. Practice capacity management.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

SEPTEMBER 1, 2016

I wanted to talk for a quick second about strategic management in customer experience. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. Strategy is long-term vision for an organization or a customer journey.

Management 175

Management Chief Customer Officer How To Leadership 175

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

ECXO

JUNE 7, 2023

Robert has extensive experience as a CRM campaign manager and has taken CRM into the cloud. 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.

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. The Importance of a Chief Customer Officer.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

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. Are you confused yet?

Chief Customer Officer 72

Chief Customer Officer Customer Success Sales Conference 72

ChurnZero

MAY 13, 2022

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars —team, tools, process, and feedback—to build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

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 120

Management Chief Customer Officer Apparel Telecommunications 120

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.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Customer Bliss

OCTOBER 11, 2016

A lot of my impetus for starting this podcast was to give younger and/or middle management customer experience would-be executives more context on building out a career. He is responsible for a multi-billion-dollar, global P&L, including the management of a billion+ dollar franchisee fund.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

CloudCherry

OCTOBER 17, 2019

Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge. We’re always on the lookout for the ones that will make the biggest impact.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

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.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

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

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. Honor and Manage Customers as Assets of the Business.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. 5 Competencies for Customer-Driven Growth. Honor and manage your customers as assets : this allows you to focus on measuring if you did or did not earn the right to customer growth.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Customer Bliss

SEPTEMBER 11, 2014

Creative solutions that help your customers cope and manage will be long remembered. Reach out to customers proactively, especially if service contracts or annual commitments are due. Make a list of the biggest issues customers are having and work to systematically cross items off the list.

Chief Customer Officer 197

Chief Customer Officer Retail Groups Interaction 197