Customer Bliss

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. But we also have to understand: how many customers did we lose? Volume and value.

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Measurement Chief Customer Officer Metrics Video 289

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. Episode Overview.

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Chief Customer Officer Customer Experience Feedback Leadership 100

Customer Bliss

AUGUST 8, 2017

Presently he’s not sure if he’ll switch industries, although financial services seems like the winner. Why did Stephen depart Standard Life? He felt like taking some time to understand and pursue new challenges. (He’s He’s also very big into running, and wanted to take some time to focus there.)

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Chief Customer Officer Leadership Innovation Financial 137

Gainsight

JANUARY 10, 2022

Present: Community Is Exploding. Gartner reported that inquiry requests from clients to talk about B2B Customer Communities grew 233% from 2019 to 2020. In a recent survey of client Chief Customer Officers, we found that 81% of respondents had an online Customer Success community or planned to build one this year.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

ECXO

JUNE 7, 2023

We are thrilled to announce and extend our invitation to you for an exciting and informative discussion: “Creating Engaging Experiences in Real-time,” presented by the ECXO in collaboration with SAS. Nicolette Wuring: A dynamic Managing Director at Customer-Advocacy.com and ECXO Ambassador and Facilitator.

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Customer Experience Engagement Chief Customer Officer CRM 240

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.

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Chief Customer Officer Handbook System Engagement 195

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. For example, many large organizations have a Chief Customer Officer, an executive professional in charge of the company’s relationship with the customer, who reports to the CEO.

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Retail Customer Centricity Government Chief Customer Officer 397

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 ensures that, for example, a sales rep knows the status of a customers recent support tickets before going into a meeting.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 29, 2018

I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. View Article.

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Trends Chief Customer Officer Customer Experience Customers 150

InMoment XI

NOVEMBER 29, 2018

I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. View Article.

Trends 30

Trends Chief Customer Officer Customer Experience Customers 30

Customer Bliss

NOVEMBER 8, 2019

” The role of the chief customer officer is to work with leaders to unite behavior. It is to unite actions; to provide proof to the organization that this leadership team is committed to driving growth by improving customers’ lives. .” We won’t launch without them, no exceptions.”

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Leadership Chief Customer Officer Culture Customer Centricity 238

Customer Bliss

SEPTEMBER 6, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences. 3 Actions to Present the Story.

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Chief Customer Officer How To Video Course 111

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

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Communication Chief Customer Officer Customer Care Leadership 222

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. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. Three Market Conditions.

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Chief Customer Officer Customer Experience Social Media Return on Investment 141

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 ? When a CX leader has the ability to step out of the spotlight, they actually become more indispensable.

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Customer Experience Chief Customer Officer Leadership B2B 214

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. Follow on LinkedIn.

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Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. And from that, then go back and start digging in around the two or three things—that as people present things to you—you will guide. The following is a lightly edited transcript of the video below.

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Chief Customer Officer Video Customer relationships Course 248

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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Airlines Industry Strategy Customer Experience 176

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Additionally, Yamini and her team developed a Customer Connection Day.

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Chief Customer Officer Feedback Customer Journeys Leadership 152

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization. The following is a lightly edited transcript of the video below.

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Chief Customer Officer Video Leadership Course 185

Customer Bliss

JUNE 6, 2018

Competency 2 gives leaders a framework for guiding the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Present information from multiple sources by stage of the experience – which is what Aisling and her team decided. Now, if you don’t have a customer journey yet, you’ve got some catching up to do!

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Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Calabrio

JUNE 1, 2017

The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

CloudCherry

DECEMBER 12, 2017

Deborah is currently the Chief Client Officer of Duarte, where she and her team are responsible for marketing, sales, client services and everyday presentation services. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

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Chief Customer Officer Customer Experience NPS Customer Centricity 150

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Helen Dewdney

MAY 21, 2017

So, not being one to miss an opportunity, when Alessandra Bellini joined Tesco on 1 March 2017 to become their Chief Customer Officer I requested an interview! Alessandra Bellini is the new Chief Customer Officer at Tesco, reporting to Dave Lewis, and putting the customer at the heart of everything that Tesco does.

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Chief Customer Officer Customers Comparison Course 60

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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Chief Customer Officer Customer Experience Leadership Resources 137

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

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Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO).

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Customer Experience Chief Customer Officer Report Call Center 195

Customer Bliss

NOVEMBER 28, 2017

Take on the responsibility to talk to customers and provide them with a sense of trust. Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. Get all of the stakeholders involved in the process.

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Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

DECEMBER 28, 2018

After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives. She spoke directly to customers and the employees. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

BlueOcean

JANUARY 9, 2018

At Blue Ocean, we are no stranger to the challenges this presents. The Evolution of Self-Serve Customer Service. The same Deloitte study reveals that the biggest hindrance to implementing artificial intelligence in the contact center will be integration with existing systems. Related Articles.

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Omni-Channel Customer Care Contact Center Case Study 191

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. .

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Metrics Chief Customer Officer Video Customers 195

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

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Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

OCTOBER 31, 2017

Some other sources of assistance were: The Customer Experience Professionals Association , Delivering Happiness by Tony Sheih, and my very own, Chief Customer Officer (and no, I did not ask her to plug me during the interview, I’m ever so thankful that she did read it though!). People in the c-suite love it.”

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Customer Experience Chief Customer Officer Analysis Communication 0

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.

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Leadership Customer Experience Customer Centricity How To 259