Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do?

Chief Customer Officer 128

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 128

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.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert’s answers: Be a marketer in this role and embrace the broader amount of work it encompasses (I believe all of us in this field are marketers of hope, as an aside).

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

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! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. In fact, they have been doing so for quite some time. Jeanne Bliss.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Throwing head count at the customer challenge is not necessarily the automatic solution.

Chief Customer Officer 80

Chief Customer Officer Return on Investment Leadership Customers 80

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

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. Under her predecessors, there had been customer journey mapping and proactive driving. About Anne.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

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. Depending on your Customer profiles, this may be a huge part of this aspect of the work. 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

JULY 18, 2017

It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. I wanted to learn more about that transition, his background, and how he built out the new role.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

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

eglobalis

JUNE 27, 2024

Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions. Use customer feedback and performance metrics to determine which interactions are causing friction and which are delighting customers. Training programs and employee enablement strategies are crucial.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

Customer Bliss

JULY 21, 2015

My new book contains an explicit path and set of actions to unite your Chief Customer Officer and leadership team in leading your customer-driven transformation. It will guide you on how to earn the right to growth by improving customers’ lives. The post Chief Customer Officer 2.0

Chief Customer Officer 100

Chief Customer Officer Leadership Customers Consumers 100

Customer Bliss

NOVEMBER 22, 2017

Congrats to them for their new expansion in the Canadian market as well. In this episode, Mary and I spoke about how she defined the customer experience role in a mission centered company – one that works hard to retain the trust of its drivers, employees, and customers. ” (Tweet this). Click here for show notes.

Chief Customer Officer 0

Chief Customer Officer Exercises Groups Industry 0

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. A process exists for marketing achievements to customers and internally. I call this “marketing hope.” Yes, there is.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

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

Doing CX Right

SEPTEMBER 5, 2021

Brands are restructuring so that Marketing reports to the Customer Experience Leader. The post Should The Chief Customer Officer Oversee Marketing? Why is this shift happening now - and will it stick? appeared first on Doing CX Right.

Chief Customer Officer 72

Chief Customer Officer Marketing Brands Report 72

ECXO

JULY 29, 2024

Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions. Use customer feedback and performance metrics to determine which interactions are causing friction and which are delighting customers. Training programs and employee enablement strategies are crucial.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. The sales team is representing the product as it is today and not as they hope it will be tomorrow.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

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. A process exists for marketing achievements to customers and internally. I call this “marketing hope.” Yes, there is.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

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

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. But one thing missing from her charter: Doing anything about the Customers’ experiences.

Chief Customer Officer 72

Chief Customer Officer NPS Fashion Social Media 72

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. From there: Donna Peeples is an accomplished senior executive with extensive P&L responsibility and verifiable results in a variety of industries and global markets. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

MAY 10, 2017

For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. Research from companies like PricewaterhouseCoopers (PwC) shows that 63 percent of CEOs want to rally their organizations around the customer as a top investment priority, but that is easier said than done.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

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. This will be quite interesting for those of you wanting to pursue your own customer room. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. “Be Switzerland:” You can’t be aligned with any one silo, because CX work touches sales, operations, HR/change, finance, marketing, etc. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ECXO

APRIL 18, 2024

They sought Jose’s help in understanding customer pain points and used that insight to improve their products. They even invited him to their meetings, valuing his perspective as the voice of the customer. The marketing team, too, caught the customer-centric bug.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

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

ECXO

JUNE 7, 2023

Dr. Reinnarth is widely recognized as a leading expert in cross-channel customer management and marketing automation. Michael is responsible for consulting clients on customer experience management in the DACH region, focusing on sustainable technology solutions to address current and future CX challenges.

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

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

Customer Bliss

NOVEMBER 8, 2019

Deliberate behaviors such as, “We will go to market only after these ten customer requirements are met.” ” The role of the chief customer officer is to work with leaders to unite behavior. I call this “marketing hope.” We won’t launch without them, no exceptions.”

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

Customer Bliss

OCTOBER 11, 2016

Mark is a data-driven leader, responsible for rearchitecting Hilton’s go-to-market strategy and helping integrate marketing, digital, ecommerce, sales, revenue management/pricing, distribution, customer contact, loyalty and partnerships. Mark served as chief of staff and strategist for the global team.

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. She led customer experience and marketing at Applied Materials and Sonoco.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

Experience Investigators by 360Connext

MARCH 8, 2018

Jeannie Walters , speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common: a passion for human evaluation of the customer experience.

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

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. Three Market Conditions. The key here is to earn it—not make social media a marketing campaign, or something to go “get” from customers.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Customer Bliss

AUGUST 18, 2016

I had the pleasure of being on The Marketing Book Podcast a few weeks back ; a great book review show produced by Douglas Burdett of Artillery Marketing out of Norfolk, Virginia. (be In this interview, we mostly walked through Chief Customer Officer 2.0 , although we touch on some of my other books.

Chief Customer Officer 0

Chief Customer Officer Marketing Social Media Course 0