Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

2020 120

2020 Customer Experience Definition Metrics 120

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

Chief Customer Officer 111

Chief Customer Officer Culture Customer Journey Leadership 111

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journey Leadership 100

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Did you know there are at least 10 silos impacting customer experience?

Customer Experience 106

Customer Experience Return on Investment Chief Customer Officer Customers 106

Customer Bliss

JANUARY 22, 2015

The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”)

Chief Customer Officer 204

Chief Customer Officer Customer Journey Reference Leadership 204

CSM Magazine

FEBRUARY 9, 2022

Taking place February 15th (11am Eastern/4pm GMT), ‘ Designing A Customer Service Strategy That Thrives in 2022 ’ will feature insights from senior leaders at The New York Times, PVH Corp (Tommy Hilfiger/Calvin Klein) & Momentive, and will ensure you leave with the strategies you need to reinvigorate your 2022 strategy! Can’t join live?

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

SEPTEMBER 20, 2016

Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. In her mind (“in her humble opinion”), it’s a mix of the newly-established CCO role and the long-tenured COO, or Chief Operating Officer, role. Previously, she was Vice President, customer care and operations, at Yahoo!,

Chief Customer Officer 201

Chief Customer Officer Leadership Definition User Experience 201

CSM Magazine

AUGUST 19, 2021

Amy Shore, Chief Customer Officer, Nationwide. Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Jeff Shah, VP Customer Care, New York Times. Zone President, KraftHeinz.

Events 40

Events 2021 Customer Service Chief Customer Officer 40

Clarabridge

MARCH 15, 2017

You need to crush contact center silos if you are serious about putting the customer first. Even in organizations with a dedicated Chief Customer Officer, the role of the contact center in the customer experience is sometimes overlooked. But your contact center agents interact with your customers every day.

Contact Center 53

Contact Center Customer Experience Chief Customer Officer CEM 53

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Beyond Philosophy

APRIL 14, 2015

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t see Customers there, they didn’t make the cut. What gets incented gets done.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CSM Magazine

AUGUST 22, 2019

The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ShepHyken

NOVEMBER 16, 2018

I trust the declaration “ Customer is the King ” has never been experienced by organizations like in this information technology era. Today customers know they are powerful and authoritative, what actions are you taking to extinguish their instant information thirst?

Consumers 96

Consumers Technology Blog Chief Customer Officer 96

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Definition 90

Definition Metrics Customers Customer Experience Management 90

Team HGS

AUGUST 22, 2017

Then we get to how a bot can help address a particular question, inquiry, suggestion, or customer complaint. Then comes the question of whether we enable a bot and a customer care representative? Once you know that, you take your bot script writers and your bot trainers, and you start building these experiences.

Webinar 52

Webinar Customer Service Chief Customer Officer Average Handle Time 52

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER!

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. Standardizing Exceptional Experience.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Stella Connect

JUNE 5, 2017

Thomas will discuss how Safelite AutoGlass® brings “unexpected happiness to people’s everyday lives” by focusing on four cornerstones (leadership, focus, talent, and caring) that bring out the best in employees—thus ensuring an outstanding service experience. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40