Totango

NOVEMBER 21, 2024

Despite their critical roles, customer success teams face the daunting task of managing vast data from customer interactions. The Future of Customer Success with AI As AI becomes essential to customer success, businesses can shift their focus from manual data analysis to strategic initiatives.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

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.” Develop foundational skills to lead change management.

Industry 135

Industry Chief Customer Officer Roadmap How To 135

C3Centricity

MAY 11, 2020

This is the same for every project, not just that of adopting a customer-first strategy. For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” They will also be able to adapt and adjust the plans as challenges arise in its execution.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Industry Management Guidelines 129

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. Communicate the differences between customer service and experience.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

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. Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. These metrics are about what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Customer Bliss

MARCH 26, 2015

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. Do you have headcount and staff time commitments to drive customer work forward? I didn’t think so.

Chief Customer Officer 100

Chief Customer Officer Metrics Roadmap Meeting 100

Customer Bliss

MARCH 24, 2015

Take stock of where your company is today in managing collective cross-silo work. Decide if these actions are already being reliably managed. If there’s a void, it may be right to consider a Chief Customer Officer. That becomes the role of the Chief Customer Officer. Consider each statement.

Tips 100

Tips Chief Customer Officer Effort Score Roadmap 100

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

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).

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

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

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. Commitment Questions : As CEO, do you actively hold people accountable for customer performance? CX Click To Tweet. Have you hired a new CCO?

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

CX Journey

NOVEMBER 6, 2014

Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools. What about recent management changes?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Customer Bliss

NOVEMBER 15, 2018

While conducting research to understand what was really happening with customers, she also worked with sales and relationship management leaders to pull together qualitative and quantitative data, sales numbers, and at-risk clients. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. It’s an investment in efficient, durable growth. . Durable growth in six steps.

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

Wootric CX Blog

MARCH 15, 2020

For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.

Company 125

Company e-support How To Chief Customer Officer 125

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The goal is real feedback on processes from both customers and employees (external and internal).

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ECXO

DECEMBER 26, 2023

About the book: This is a journey into Digital Customer Service and Customer Culture because both are key pillars to deliver great business results. – Empowering and up-skilling your front-line team when dealing with the end customer over digital channels (i.e. Here is the link. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ChurnZero

JULY 2, 2021

Example: Your business enters January with 100 customers. Your business exits January with two churned customers. Generally, Customer Success functions are tasked by their management team or board to focus on either NRR or GRR/customer retention. The benefit is that this metric is easier to manage and automate.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Episode Overview. Additional, she leads the strategic direction of Safelite’s technology team.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Leadership 100

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

CustomerSuccessBox

MARCH 3, 2022

Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”? The philosophy of customer success has changed how CEOs think of their customers and business. Customer rating: 4.6

Customer Success 52

Customer Success Management Handbook Chief Customer Officer 52

ClearAction

APRIL 29, 2020

This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders. If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Eptica

JUNE 17, 2016

Author: Pauline Ashenden Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Contact Center 48

Gainsight

MAY 10, 2021

But for CS, the real Top Guns are Will Rahim , SVP of Global CS, and his wingmen, Scott Klimek , VP of Customer Operations, and Todd Massey, Senior CS Ops Manager, all of Delphix They will be leading the session Win Fast by Hiring CS Operations Early. Familiar Favorites: Customer Success at Scale. What’s in a name?

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

Gainsight

MARCH 15, 2022

I’d ask what technology and tools would the company look to invest in to assist and measure CS,” said Hao Chen, a Partner Success Manager. Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. Get the Real Story.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Alliance by IFS

MARCH 31, 2016

That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. Front-line employees should be involved, and customers’ needs and insights should be analyzed to develop an innovation roadmap. There was also some good news in the survey.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

ChurnZero

OCTOBER 28, 2022

Panelists included: Alli Tiscornia, chief customer officer, ChurnZero. Peter Armaly, vice president of Customer Success, ESG. Mary Poppen, chief customer officer, inovlve.ai. Jay Nathan, chief customer officer, Higher Logic Vanilla. In reality, customers are pretty realistic.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: Chief Customer Officer 2.0: Creating Customer Loyalty.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Kustomer

AUGUST 19, 2021

Intense as it may seem, Wendi believes that as a leader, the customer should be part of your DNA. For many CX leaders this can be daunting, especially when trying to manage so many different aspects of the company from winning the C-Suite to contributing to a customer culture. Wendi Sturgis: (01:13). Gabe Larsen: (03:35).

Culture 92

Culture Chief Customer Officer NPS B2B 92

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! That should the churn.

Management 52

Management How To Effort Score Customer Success 52