Customer Bliss

AUGUST 23, 2018

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. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

CX Journey

NOVEMBER 6, 2014

High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? How is the bandwidth on your team? Terrain Knowledge Q.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

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.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

ECXO

DECEMBER 26, 2023

Whether it’s giving a presentation, writing documentation, or creating a website or blog, we need and want to share our knowledge with other people. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis. Here is the book link. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

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

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. And… Scene.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Gainsight

MAY 10, 2021

He and the Delphix leadership team were tasked with defining and implementing a five-year roadmap to achieve world-class customer success. The foundations and roadmap they developed were solid, scalable, and able to handle the incredibly rapid growth their CS organization was predicted to achieve. What’s in a name?

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

CCO Council

OCTOBER 28, 2017

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. I've created a comprehensive digital assessment that benchmarks against the world's leading companies in six critical dimensions and gives you a prioritized roadmap going forward.

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

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

Eptica

JUNE 17, 2016

One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. In this post I’m going to talk about each of them based on Eptica’s own experiences of working with customers across the world.

Self Service 48

Self Service Customer Experience Chief Customer Officer Contact Center 48

Alliance by IFS

MARCH 31, 2016

Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. If not, you aren’t alone.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

Kustomer

AUGUST 19, 2021

Doing so can really transform the C-Suite into a customer-minded suite, further opening the door for internal collaborations and building a customer-centric brand. Aligning other departments like engineering, new products, sales, and finance with CX is also a great way to build customer advocacy when presenting to the C-Suite.

Chief Customer Officer 92

Chief Customer Officer Culture NPS B2B 92

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.

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51

Gainsight

SEPTEMBER 15, 2022

When interpreted and presented correctly, they reveal what you are doing right or wrong and where you need to improve. They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity.

Chief Customer Officer 52

Chief Customer Officer Metrics Customer Success Roadmap 52

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! 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.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. 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

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. 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

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. 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

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. .

Chief Customer Officer 52

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 . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? Another capability is the Roadmap & Strategy function. What is your WD-40?

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

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. A while ago, our Customer Success team launched revised Scorecards for Adoption.

How To 51

How To Chief Customer Officer Software Customer Success 51

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.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

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.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Sitting in the shoes of a compliance team, the contact centre presents a ‘clear and present danger’ to career reputation. Who knows what they have told customers and what impression they have left in that customer’s mind?

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

SmartKarrot

JANUARY 5, 2021

While all care has been taken to ensure our selection (presented in no particular order) is free of bias, we understand we might have had our blind spots. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ChurnZero

AUGUST 23, 2019

We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Q: In this presentation the mature Customer Success org had of Customer Success Ops role. Where do you fall? Q&A Recap.

NPS 40

NPS Customer Success Effort Score Sales 40

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10