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. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt. Anahita Reilly is the Chief Customer Officer for the U.S.

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Government Leadership Customer Experience Chief Customer Officer 85

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. I’m sure that you’ve had some good meetings, but how much of it stuck? You know these meetings.

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Chief Customer Officer Metrics Roadmap Meeting 100

Gainsight

JANUARY 10, 2025

62% of organizations in industries outside of B2B tech are adopting CS principles to meet customer needs and improve outcomes. Brent Krempges, Chief Customer Officer at Gainsight, states, Organizations across industries increasingly recognize CS as central to the customer lifecycle, driving collaboration across departments.

Trends 52

Trends Report Self Service B2B 52

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).

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Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

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. Ensure that the CCO has a role in the critical planning meetings to guarantee that the customer agenda is wired in. CX Click To Tweet.

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Leadership Engagement Chief Customer Officer Course 111

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.

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Government Chief Customer Officer How To Roadmap 111

Customer Bliss

AUGUST 23, 2018

He did this through conducting meetings with employees and via the company’s internal messaging systems. He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. Communicate your role to your colleagues and peers.

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Transportation Industry Management Chief Customer Officer 129

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.

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Customer Success Chief Customer Officer Leadership Healthcare 98

CX Journey

NOVEMBER 6, 2014

Among us we have two family men, two career people, one small business owner, and a so-called “dirtbag climber” working at least two jobs to make ends meet. For the record, I have yet to meet a dirtbag climber who takes offense to this title.) How is the bandwidth on your team? How far out are your projects scheduled?

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Hotels Consulting Culture Chief Customer Officer 171

Customer Bliss

NOVEMBER 15, 2018

Samantha says: Customer experience isn’t about just coming up with personas and the needs by persona; I wish I had known that sooner. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start.

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Leadership Chief Customer Officer Financial User Experience 128

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals.

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Customer Experience Net Promoter Score How To Customer Journeys 221

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. A squeaky wheel that got escalated. Then the “fix it now” team forms.

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Customer Experience How To Chief Customer Officer Roadmap 100

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

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Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Gainsight

MARCH 15, 2022

How is CS represented in the weekly exec meeting? How much time does CS get in the board meeting? ’ and ‘How much time is spent on CS in the weekly executive meeting?’,” ’,” says Stephen Horning, a Vice President of Customer Success. How does the sales comp plan align to CS?

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Customer Success Company Chief Customer Officer How To 59

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

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Customer Journeys Tips Chief Customer Officer Healthcare 62

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric is ranked #1 in ROI (Return on Investment).

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ROI Report Net Promoter Score Effort Score 52

Kustomer

AUGUST 19, 2021

Yeah, and I mean, we have this conversation so much and I also was the Chief Customer Officer of Yext. I ran the support functions, all of the customer facing functions. But let me think strategically, and we’ll talk more about the roadmap also with your product work, but how you can put together a three-year plan.

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Chief Customer Officer Culture NPS B2B 92

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. IN-DEPTH DESCRIPTION. 2) Generate CX Insights.

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Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Creating Customer Loyalty.

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Customer Service Case Study Gamification Culture 100

Eptica

MAY 11, 2017

He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience. While these have a variety of titles, from Chief Customer Officer to VP or Head of Customer Experience their role is essentially the same – lead a team that ensures that CX meets and exceeds customer needs.

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Customer Experience Self Service Chief Customer Officer Roadmap 51

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). In one case I found that the customer engagement model was neglected the most.

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Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Gainsight

JANUARY 28, 2019

But in my day job as CEO of Gainsight and “Chief Karaoke Officer” of the customer success movement, I think about other measurements: How many people will come to Pulse 2019 , after 5000+ at Pulse 2018? How many company kickoffs and all-hands will we be asked to speak at about customer success? Hundreds so far).

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Customer Success Chief Customer Officer Sales Banking 63

SurveySensum

JULY 14, 2020

All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . LinkedIn : [link].

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Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

APRIL 14, 2022

One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings. But most companies have their CS Ops lead reporting to the CS leadership—Chief Customer Officer, VP of Customer Success—the COO or the CRO. .

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Chief Customer Officer Leadership Report Customer Success 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . CS and Product work lockstep to meet customer needs and wants. . CS brings focus to their purpose. .

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Customer Success Chief Customer Officer ROI Sales 61

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Chief Customer Officer Self Service Roadmap Customer Success 10

Gainsight

OCTOBER 22, 2018

It may even challenge us to think differently about what Customer Success is really all about. This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. I need to scale.”. But perhaps it would be worth our time to ask, “Why?” We had no idea.

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How To Chief Customer Officer Software Customer Success 51

Gainsight

MAY 18, 2023

This represents a huge step forward in the power of the platform and will help our customers meet current market needs by giving them the ability to do more with less.” Gainsight customers who are interested in learning more about our generative AI features and roadmap can register to be a part of our beta program here.

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Self Service Chief Customer Officer Customer Journeys Customer Success 52

Qualtrics

FEBRUARY 6, 2019

As the competition increases, products must be developed in record time and meet consumer needs. Design a data-driven product roadmap. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean.

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Conference Management Chief Customer Officer Innovation 33

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. We then present a proposed roadmap of tactics that will help drive the overall strategy forward. Question 7.

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Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

OCTOBER 7, 2020

The mid-level roles are of a customer success leader while the higher roles are of a director or VP of customer success along with Chief customer officer as the highest role in this team. 2 Identify Customer’s Goals. Then placing your product to meet those goals becomes easier. #3

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Customer Success How To Roadmap Net Promoter Score 10

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.

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Chief Customer Officer Customer Centricity Effort Score Sports 98

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . Talking Customer Success was created to promote the value of Customer Success within the enterprise and small business. Customer Success Around the Web.

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Customer Success Chief Customer Officer B2B Roadmap 64

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Read the full transcript to learn more. The Interview: . Chris Singh: Yeah, absolutely.

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How To NPS Customers Customer Success 69