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. Core values and incentives should be aligned to encourage customer-focused behavior.

B2B 339

B2B Customer Journeys How To Effort Score 339

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding. Jeanne Bliss.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

JULY 29, 2024

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. Without these insights, it’s likely to be too late when the Customer finds out after a change has already been made.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

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.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Annette Franz.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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

Gainsight

DECEMBER 16, 2021

Whether or not your CSMs own revenue, however, I want to make the argument that you, as a current or aspiring Chief Customer Officer, absolutely should. You likely have some combination of Customer Success Management, Support, Professional Services, Training, and perhaps other functions.

Chief Customer Officer 72

Chief Customer Officer Customer Success Sales Conference 72

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. What Should Go Under the Chief Customer Officer?

Chief Customer Officer 59

Chief Customer Officer Company Customer Success Sales 59

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.

Chief Customer Officer 52

Chief Customer Officer Self Service Leadership Sales 52

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. Competition is fierce in our global economy.

Chief Customer Officer 60

Chief Customer Officer Company Call Center Leadership 60

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Leadership 52

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

AWS Machine Learning

FEBRUARY 10, 2025

To improve accuracy, we tested model fine-tuning, training the model on common queries and context (such as database schemas and their definitions). 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 85

Data Chief Customer Officer Knowledge Base Banking 85

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. who understands customer behavior.

Customer Service 154

Customer Service Chief Customer Officer Contact Center Customer Service Training 154

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. As a consultant, he guides clients who want to develop customer-focused cultures. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

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.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Bliss

MARCH 28, 2018

There’s no amount of training that could prepare us to tell every employee about the all of the situations they’re going to face with customers so you need to hire bright people with “light behind their eyes” who can solve problems. We train our teams to respond with the right tone and manner.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

JANUARY 17, 2019

So I would have spent a lot more time on training. Training myself, training my team and training the company. She believes that the best customer experience strategy starts with a great voice of the customer program, includes strong analysis, delivers lasting change and ultimately an overall culture of customer focus.

Connections 190

Connections Company How To Chief Customer Officer 190

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

BlueOcean

JANUARY 9, 2018

Creating a differentiated strategy for deploying artificial intelligence in tandem with empowered, capable, well-trained agents, integrating it seamlessly into existing systems and infrastructure, and taking advantage of data mining and machine learning to enhance your customer journey should be Job One for every chief customer officer in 2018.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Rethink Training and Hiring Practices.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

ImprintCX Articles

NOVEMBER 12, 2024

In a recent discussion with Vinay Parmar , I was struck by his suggestion that the title of Chief Customer Officer should be changed to Chief Collaboration Officer. Coaching the Organization: A Relay Race for CX Success Imagine a CX leader as a coach preparing different departments for a relay race.

Customer Experience 52

Customer Experience Chief Customer Officer Competitive Advantage Customer Retention 52

Customer Bliss

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Bloomgarden’s article also addresses the fact that job training and transparency are increasingly becoming top concerns among consumers, and I agree.

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. It requires giving employees customer information so they know the value of the person asking for the exception and training and support, and most important, trust.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

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

Customer Bliss

MAY 2, 2019

Train Your Customers on How to Effectively Use Your Product. Within her first six months, Rosalyn realized that training and optimizing for the first interaction with the product would be a big portion of her work. Rosalyn and her team invested in training customers on site. ” About Rosalyn Curato.

Company 149

Company Strategy Chief Customer Officer Financial 149

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

CX Journey

JANUARY 16, 2019

To study for the exam, check out the resources listed on the site, including training providers who offer courses that teach exam content. by Fred Reichheld Answering the Ultimate Question by Dr. Laura Brooks Chief Customer Officer by Jeanne Bliss Chief Customer Officer 2.0

Chief Customer Officer 99

Chief Customer Officer Loyalty Programs Course Customer Experience Professionals 99

Customer Bliss

OCTOBER 31, 2017

Key Takeaways + Strategic Grassroots Planning (30 days, 90 days, and long-term planning): Anne credits The Truth About Customer Experience from the Harvard Business Review as a source that was instrumental during the initial stages of her planning. Internally: We held client working sessions and client experience 101 training.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

JANUARY 10, 2019

Even now, he states that his number one goal is to find higher trained future leaders in customer service and in clean tech. Michael put together process documentation for how they would handle situations related to customer service and clean energy. Michael helped build the foundation for Inspire’s operational plan.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155