Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Head of Customer Success. Christina Kosmowski.

2018 77

2018 Customer Success 2011 Lifetime Customer 77

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. It's not customer experience; it's really the whole ecosystem of your organization, and are you united? I've almost started calling it X now. Jeanne Bliss.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . The event was top-notch (hats-off to all those involved with planning the details behind executing the event).

NPS 54

NPS Connections Events Customer Centricity 54

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Head of Customer Success. Christina Kosmowski.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

ClientSuccess

NOVEMBER 22, 2022

Learn How to Align Your Customer Success and Marketing Teams. As marketers, you’re always looking for new and innovative ways to drive value and ROI for your brand. But what if we told you that understanding your customers was the key to success? So how can you ensure that your customer focus drives value for your brand?

Customer Success 69

Customer Success Marketing Social Media Events 69

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Eptica

NOVEMBER 8, 2017

How do you become more customer centric? There are multiple aspects to this, from making a customer focus part of your company vision and objectives, prioritizing it in recruitment and training plans, implementing technology and processes to support it, and even linking customer centricity to company bonuses.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

CustomerSuccessBox

DECEMBER 6, 2021

He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Alex is also the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession. Puneet is one of the prominent advocates in the Customer Success space.

2022 52

2022 Customer Success 2021 Consulting 52

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Imagine a star-studded debut, with entertainers walking the red carpet and searchlights beckoning people to the event. we packed into Moscone Center. Nick inquired.

Entertainment 98

Entertainment Customer Success Events ROI 98

One Millimeter Mindset

OCTOBER 24, 2018

Sometimes the best customer-focused stories are the ones our organization never pays attention to. These stories may come from the middle of the customer experience scorecard pack. Hire me to speak or conduct a workshop at your next corporate or association event. Until it is time to renew their contract. Contact me.

Culture 71

Culture Workshop Leadership Books 71

Integrity Solutions

SEPTEMBER 28, 2023

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer focused. WHAT IS EXCELLENT CUSTOMER SERVICE? We know customers expect it, but just what does it look like to deliver exceptional service?

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

CX Journey

OCTOBER 23, 2014

According to Investopedia , an inflection point is: An event that results in a significant change in the progress of a company, industry, sector, economy or geopolitical situation. They go on to explain that: Andy Grove, Intel''s co-founder, described a strategic inflection point as " an event that changes the way we think and act."

Culture 69

Culture Leadership Events 2014 69

Customer Bliss

JULY 7, 2016

As Margie mentions a couple of different times in this episode, nine months was her sweet spot for starting to turn around some perceptions on customer experience being owned by everyone. I call that One-Company Leadership. They were, in effect, creating emotional pain for a customer.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

One Millimeter Mindset

NOVEMBER 12, 2018

To showcase the real value we bring when serving customers, focus on the customer experience value of collaborative storytelling. I will be honored to customize my keynotes and workshops to your next event. Hire me to speak or conduct a workshop at your next corporate or association event. Right here, Today.

Workshop 75

Workshop Customer Retention Events Culture 75

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Gainsight

JUNE 10, 2021

Every year we are astounded by the attendance at Gainsight’s Pulse events. It’s a symbol that people are focused on learning more about customer success. As the world began to open back up, we were excited to see our Pulse Everywhere conference evolve into a hybrid event. Congratulations, Software AG!

2021 52

2021 2020 Customer Success Document 52

CX Journey

APRIL 5, 2017

Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience. Imitation is the death of innovation. And then you do, too.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

Talkdesk

AUGUST 21, 2017

Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.). PROMOTE CULTURE THROUGH THE LEADERSHIP.

Customer Centricity 41

Customer Centricity Magazine Culture Leadership 41

Talkdesk

AUGUST 21, 2017

Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.). PROMOTE CULTURE THROUGH THE LEADERSHIP.

Customer Centricity 41

Customer Centricity Magazine Culture Leadership 41

ClearAction

OCTOBER 20, 2015

Context is one of five success factors described in my recent article, Customer Experience for the Future: 5 Keys. Context is defined as “the circumstances that form the setting for an event, statement, or idea, and in terms of which it can be fully understood and assessed”. Customer First Drives Business Performance.

Customer Experience 71

Customer Experience Social Media Customer Experience Management Article 71

Talkdesk

AUGUST 21, 2017

Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.). PROMOTE CULTURE THROUGH THE LEADERSHIP.

Customer Centricity 40

Customer Centricity Magazine Culture Leadership 40

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. In turn, processes are in place to make sure field events deliver this, tailored by customer persona.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Pointillist

MAY 23, 2018

Identify and prioritize opportunities to improve the customer experience. Visualize a “future-state” customer experience to spur innovation. Communicate and align the organization around a customer-centric model. This way, you can better understand how the product or service they own is impacting the customer experience.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Kustomer

MAY 28, 2020

They’re looking at the implications their behavior has on not just the customer, but the employee, the community, the environment. They’re thinking about innovation as a core piece of their competitive strategy.” They’re thinking about innovation as a core piece of their competitive strategy. I love it.

Culture 52

Culture Books Customers Competitive Advantage 52

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

SurveySparrow

DECEMBER 18, 2018

Google’s various offices around the world are known to be extremely pleasing to the eyes, but they are also a hotbed of innovation and imagination. Other companies in the world benchmark Google when it comes to innovation and rightly so. Here are 20 takeaways of Google’s innovation culture: 1. Google events.

Culture 71

Culture Innovation Feedback Seminar 71

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Rick Adams.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21