ECXO

JULY 29, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage B2C 85

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.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

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.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

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. Episode Overview. Connect With Margie. Margie is on LinkedIn. 15:54: The horror that is … IVR Trees.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

JANUARY 12, 2018

As Group Chief Customer Officer of Australia Post, Christine is responsible for creating the experiences that customers love and advocating for customers across the enterprise. Let me know what was your favorite part of the episode in the comments below.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. This is enabled by having a “big-picture” orientation which is called systems thinking. Forrester at the Sloan School of Management at MIT.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

AWS Machine Learning

FEBRUARY 10, 2025

Gordon Campbell, Co-Founder & Chief Customer Officer at RDC RDC envisions generative AI playing a significant role in boosting the productivity of the banking and credit industry.

Data 105

Data Chief Customer Officer Knowledge Base Banking 105

Customer Bliss

OCTOBER 25, 2018

His team created check-in systems, clear signage indicating where things are located, and floating greeters who wear visible tags to help greet and guide visitors who are unsure of where to go. Lee also credits a great internal value system that helped them usher in this new system. Zone two : this is the common and lobby areas.

System 162

System Hospitality Customer Experience Guest Experience 162

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. We’re always on the lookout for the ones that will make the biggest impact.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. The traits needed in a chief customer officer.

Chief Customer Officer 52

Chief Customer Officer Competitive Advantage Effort Score Net Promoter Score 52

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In healthcare, for example, when the emotional toll gets high, many hospitals practices support system called “Code Lavender.”

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

ChurnZero

MAY 29, 2020

Definition: Customer health scoring is the process of evaluating a customer’s overall engagement and satisfaction with your company in a simple score. Why it matters: There is often a misguided belief that a customer’s renewal decision is solely dependent upon Customer Success. It is used to gauge renewal likelihood.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

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

OCTOBER 6, 2016

In the simplest possible terms, dealing with customers poorly tends to create customer churn. How do you prevent customer churn, though? Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn.

Chief Customer Officer 192

Chief Customer Officer Innovation Customers Sales 192

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. As we have build out our Net Promoter copyright system, for example, we have prioritized our listening posts according to key frames in the host and guest experience.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. We have built a customer insights platform that enables companies use their feedback as a strategic asset to enable growth and disruption from within.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

Customer Bliss

FEBRUARY 17, 2015

Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework. Read More: CX Competency #3: Customer Listening.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Episode: Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett. Realize that customer experience work is hard. CX #CustExp Click To Tweet. It will happen.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

BlueOcean

JANUARY 9, 2018

The same Deloitte study reveals that the biggest hindrance to implementing artificial intelligence in the contact center will be integration with existing systems. Check out our latest case study about our custom integration between a client’s IVR system and cloud-based ticketing system.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Customer Bliss

FEBRUARY 24, 2015

Know, before customers tell you, where experience reliability is out of sync. Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey. Deliver peace-of-mind, consistency and innovation.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

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.

Airlines 176

Airlines Industry Strategy Customer Experience 176

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.

Chief Customer Officer 60

Chief Customer Officer Customers Comparison Course 60

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Just having a VOC mechanism does not make your business customer centric.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. The work is hard and demanding. ’ Many companies think, and operate, this way.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

Kerry Bodine

MARCH 8, 2017

They’re not referring to the food, drinks, décor, or cleanliness — and they’re certainly not thinking about the systems of people, processes, and technologies that enable the restaurant to serve customers every day. In short, there’s zero recognition that the entire restaurant is a service in and of itself. Well guess what?

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

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.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Pick up the book and read about their 4-5-6 learning system that goes into creating a talk trigger. My book, Chief Customer Officer 2.0 The Power of Moments by Chip and Dan Heath.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Customer Bliss

NOVEMBER 13, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. These rules show up in every kind of business.

Chief Customer Officer 182

Chief Customer Officer Banking Video Course 182

Customer Bliss

APRIL 9, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Making your customers wait all day doesn’t respect your customers’ time! Change the system and earn your customers’ loyalty. View this post on Instagram.

Chief Customer Officer 187

Chief Customer Officer Video Course Hospitality 187

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Mayo Clinic calls this the burden of care.

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173