Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. It’s simple; we are nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Do they know?

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Chief Customer Officer 2011 2014 Leadership 257

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

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. When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

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. Create a customer-centric culture.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

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Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

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Chief Customer Officer Customer Success B2B Consulting 170

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Zeisler Consulting

SEPTEMBER 27, 2023

Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. And definitely it takes a culture that’s truly Customer-centric in order to get people on board with the whys of your process improvements. But somebody’s got to do the… doing.

White Paper 72

White Paper Chief Customer Officer Customer Centricity Culture 72

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Stay current.

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Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. Ejieme Eromosele GM of EMEA, Quiq Years in CS: Formally, I’ve been in customer success for five years as a VP of Customer Success.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

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Chief Customer Officer Consulting Customer Success Customer Centricity 81

Alida

JULY 6, 2017

For concrete ideas on how companies can scale their CX programs, we recently sat down with Kia Puhm , a Toronto-based executive with over 22 years of experience in customer success, marketing and software engineering. A CX Consulting. Customer intelligence factors greatly into CX. She is now the principal of K!A

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Measurement Chief Customer Officer Customer Centricity Customer Journey 113

CSM Magazine

FEBRUARY 9, 2022

Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times. Diane Haluszka, Director Customer Service, PVH Corp (Tommy Hilfiger/Calvin Klein). Laura Hayes, VP Customer Operations, Momentive. Can’t join live?

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Customer Service Strategies 2022 Webinar Customer Service 52

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. You can put up banners and hand out t-shirts touting the importance of Customer-centricity.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. You can put up banners and hand out t-shirts touting the importance of Customer-centricity.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Zeisler Consulting

MAY 18, 2021

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time.

Insurance 93

Insurance Chief Customer Officer Government Healthcare 93

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

JUNE 8, 2022

The greatest likelihood of delivering this value for customers is rooted in the foundational philosophy of customer-centricity across all departments within an organization. After all, not all companies have reached a post-unicorn status and may lack the budget for a dedicated customer success enablement team.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Customer Success 52

Customer Success Chief Customer Officer Consulting Customer Centricity 52

ChurnZero

FEBRUARY 13, 2023

The Chief Customer Officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Customer Success 52

Customer Success Chief Customer Officer Consulting Customer Centricity 52

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. But when it was about what the community wanted, it was a success,” says Baxi.

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Customer Success Chief Customer Officer Innovation Customer Centricity 52

Wootric

DECEMBER 2, 2019

Wootric’s modern customer experience management (CXM) solution empowers CX leaders and teams to evangelize customer-centricity and empower stakeholder teams (such as marketing, product, operations, success, support and human resources) by democratizing insights from customer and employee feedback, including unstructured feedback, at scale. .

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

Customer Bliss

AUGUST 10, 2018

In the customer room, the outcomes of the competencies are presented by the stage of experience. Content is constantly refreshed with multiple sources of customer listening, trending of information, videos, and examples of experiences. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

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Chief Customer Officer Engagement Leadership Culture 111

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.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

Tricia Morris

SEPTEMBER 17, 2015

Service wins the game.” – Dr. Tony Alessandra, Author and Consultant. Only 12% feel their brand’s heads of operations, line-of-business leaders, finance, marketing, sales and customer service team are strongly aligned around their customer experience strategy. Make your customer fan base proud and inspire brand loyalty.

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Customer Service Chief Customer Officer 2015 Webinar 100

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Answer Dash

SEPTEMBER 14, 2019

This article is written by Jeanne Bliss : Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

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Chief Customer Officer Customer Experience Books Consumers 52

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

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Chief Customer Officer Culture Financial Leadership 129

Customer Bliss

NOVEMBER 23, 2018

How do you build the right onboarding process that’s built around your core values and that customer centricity? His breadth of experience ranges from leading corporate staff functions within Fortune 50 firms to building an entrepreneurial start-up consulting firm with Fortune 1000 clients.

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Gainsight

MARCH 10, 2022

Building Out and Up Your Customer Success Caree r. Even as we adjust to the “New Remote Reality,” customer centricity and CSMs are rising in popularity. Dana Soza, CEO, and founder of Customer Everything Solutions, is a consultant and coach in the business of helping companies and individuals begin the CS journey.

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2021 Culture Insights Chief Customer Officer 59

Bold360

JANUARY 19, 2017

We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, successful and profitable, too. Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership.

2017 91

2017 Customer Experience Books Consulting 91