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.

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ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This helps make the customer real for teams who may not interact with buyers daily.

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ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

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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.

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Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. So what did she do?

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Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. Year 4 and Beyond: Chief Customer Officer Priorities.

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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. Invite Your Customers to be Part of the Process. Build Customer Engagement into the Budget.

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Customer Bliss

AUGUST 8, 2017

Otherwise the customer experience can suffer. They have to feel comfortable popping in, meeting for dinner, etc. Another thing Stephen mentioned in this section about human interaction was this: customer experience is nearly impossible without also focusing on employee experience. Literal meaning?

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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.

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ECXO

APRIL 18, 2024

He even ended up helping them debug it himself, staying up all night, fueled by his love for his customers and copious amounts of coffee. Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs.

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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.

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Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

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Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. We must do the same with our customers.

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ShepHyken

JANUARY 7, 2025

Trust can be built by engaging constituents and personalizing services to meet their needs. Using human-centered design helps tailor services to meet the specific needs of different people. ” About: Gabriele G Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.

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Customer Bliss

NOVEMBER 8, 2019

Deliberate behaviors such as, “We will go to market only after these ten customer requirements are met.” ” Or, “Every launch must meet these five conditions the field requires for success. ” The role of the chief customer officer is to work with leaders to unite behavior.

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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.

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Gainsight

NOVEMBER 3, 2021

But the logical next step is when CEOs ask me, “should I have a Chief Customer Officer?”. And here’s why: Customer Success Is a Company-Wide Strategy, Not Just a Function. The first mistake in Customer Success is not investing in a team. Make sure Customer Success is more than just empty words.

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Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Know Your Audience and How to Best Meet Their Needs.

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CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. He or she can devise milestones that drive activity to meet CX goals. CX innovators work hard to rally the organization behind customer needs. And they show how CX helps every function meet its performance goals.

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ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chief customer officer is usually responsible for everything that happens post-sale.

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ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. These questions include the following examples: Should I measure NPS or CSat?

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Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Another thing that I learned the hard way is to not let yourself become the Velcro man. Don’t do this!

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ShepHyken

DECEMBER 17, 2024

By truly listening and engaging with them, we uncover new ideas to enhance and tailor our offerings to meet their needs better.” ” “To prevent survey fatigue, it’s crucial to be smart about when and what we ask our customers. Customers want to trust you to deliver a great experience.”

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Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

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Sampson Lee

APRIL 19, 2015

I take the subway to a business meeting and when I come out of the station, a sudden and heavy rainfall has. Article Chief Customer Officer Customer Experience Customer Loyalty Digital Marketing Editor''s Pick Think Tank'

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Blake Morgan

FEBRUARY 21, 2023

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. Chief Customer Officer Darren MacDonald believes that what gets measured gets managed. Ruthless prioritization is also crucial to CX measurement.

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Customer Bliss

MARCH 15, 2018

The C-Suite is more likely to support your CX work when they understand how the implementation will help them meet their goals and business needs. Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Episode: How to Win the Chief Customer Officer Role, with Sandy Miranda.

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C3Centricity

MAY 11, 2020

When this happens, every division is obliged to see how they will be impacted and what part they will play in meeting it. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric. That is why a customer-first strategy needs a separate functional head.

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Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. For this reason, annual planning is the Achilles’ heel of delivering a one-company customer experience.

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Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Tish Whitcraft is Chief Customer Officer at OpenX , responsible for the partner experience and all revenue growth and retention. The focus of this competency is that leaders must connect the silos and enable people to act.

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Customer Bliss

JANUARY 12, 2018

Additionally, the team developed “Toolbox talks” in which employees start the day with a meeting in which they share customer moments and stories of success, or stories where events didn’t turn out as well as they’d hoped. What Do You Know NOW That You Wish You Knew THEN?

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Customer Bliss

SEPTEMBER 27, 2018

Understanding what will this mean for partners, resellers, and customers. During this execution phase, Lucy explains that she spent time presenting to key stakeholders and leadership teams, and also made sure to meet with any possible detractors in the organization. a subsidiary of the Eastman Kodak Company.

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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.

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Customer Bliss

FEBRUARY 19, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Then these superhero men and women meet with the kids and give them a memory they soon won’t forget.

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Customer Bliss

SEPTEMBER 26, 2019

The goal is to set a target date for the first customer room meeting in which the initial version of each competency team’s work will be presented for the first time. The chief customer officer supports and coordinates activities to keep everything moving toward executing the first customer room.

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Alida

MARCH 10, 2017

According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Twenty-five percent admit that their company isn’t meeting expectations at all. CX is a huge business opportunity. Lack of ownership.

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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. Well guess what?

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