Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. We love her recent blog on what CX will look like in 2017. Bill Quiseng.

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2017 Customer Experience Books Consulting 91

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Creating Customers For Life. Mike Zinne, VP of Customer Experience, Zendesk.

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2017 Chief Customer Officer Metrics Customer Centricity 40

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

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Chief Customer Officer 2017 ROI Leadership 111

Customer Bliss

NOVEMBER 23, 2016

As you know, what comprises a customer experience transformation needs to be clarified and agreed to, so you can use this as both an audit and communication tool. Many of these ideas are contained in Chief Customer Officer 2.0 The Reality Check Audit And 2017 Goals. and my other books and speeches.

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Chief Customer Officer 2017 Workshop Books 147

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. We’ll be back with new episodes in early 2017. Pick a few to listen to before you go back to work in 2017. So far, we’ve published 32 episodes. You can click the link above and find all 32 episodes.

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2016 Chief Customer Officer Customer Experience Social Media 0

Customer Bliss

DECEMBER 19, 2017

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. As 2017 comes to an end, I want to thank all of you who have taken the time to listen to my podcast. Build Customer Growth Through Trust and Great Leadership.

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Chief Customer Officer Customer Experience 2017 Leadership 107

Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels.

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Chief Customer Officer 2017 Events Omnichannel 64

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. For some seasoned executives who think more about product, price, and process, this customer focus is scary. Is your customer strategy for 2017 ready and scalable? Customer strategy: Unite and build. They may push back.

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Chief Customer Officer 2017 Leadership Customers 197

Customer Bliss

APRIL 12, 2019

Be prepared to go live : In January 2017, TECO deployed its first online portal, allowing customers to conduct transactional services. Whiting joined TECO in January 2017 after spending nearly four years as the chief customer officer for JEA.

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Customer Experience Chief Customer Officer 2017 Leadership 162

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Share this page on: Tweet.

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Chief Customer Officer Customer Experience Airlines Insurance 78

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? Happy New Year! Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

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Chief Customer Officer Customer Experience Roadmap Workshop 99

Kerry Bodine

JANUARY 4, 2017

February 4 – 8, 2017. May 16 – 17, 2017. June 5 – 8, 2017. June 19 – 21, 2017. September 24 – 26, 2017. Chief Customer Officer USA. January 30 – February 1, 2017. January 23 – 26, 2017. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017.

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Events CEM 2017 Chief Customer Officer 48

Customer Bliss

DECEMBER 5, 2017

Hicks Bowman, who goes by Angie Hicks, is the Chief Customer Officer of ANGI Homeservices. Prior to assuming this role in September 2017, Ms. If you don’t improve and evolve, you’re obsolete' says @Angie_Hicks Click To Tweet. About Angie: Angela R.

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Chief Customer Officer 2017 2013 2016 129

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.

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Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ShepHyken

DECEMBER 26, 2016

This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron.

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2016 Article Chief Customer Officer Customer Service 83

Michelli Experience

JULY 11, 2017

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. Despite the general attractiveness of placing senior level leaders at the helm of enterprise-wide efforts, I’ve found myself resistant to the slowly emerging Chief Artificial Intelligence Officer (CAIO) movement.

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Information Chief Customer Officer Customer Experience Management 45

Quadient

JULY 17, 2017

Mon, 07/17/2017 - 23:00. As the CXO or customer experience executive in your organization, you are essentially the “change agent”. Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more. Having to align customer priorities.

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Chief Customer Officer Insurance Customer Centricity 2017 52

Eptica

MAY 11, 2017

Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience. Published on: May 11, 2017. The event also saw the unveiling of the 2017 Magic Quadrant for the Customer Engagement Center (CEC).

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Customer Experience 2017 Chief Customer Officer Events 51

Eptica

AUGUST 19, 2020

Demonstrating this, the results of the Institute of Customer Service’s latest UK Customer Satisfaction Index show that levels of CX are worsening, with the overall score down from Summer 2019 and well-below the high point recorded in mid-2017. How can this be fixed?

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Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Customer Bliss

JUNE 29, 2017

I’ve been blessed to travel abroad for work and see what the CCO role looks like in other countries, but now there’s a new report out from Talecco about the Chief Customer Officer role in the UK and the rest of Europe. They put together this report on the state of CCOs and hiring in 2017 around the UK and Europe.

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Chief Customer Officer 2017 2014 Travel 27

Amity

JANUARY 25, 2017

Another great place to “bring together ideas, strategies, and tactics” is the Customer Success Managers in Action group and its 6,000+ active members. Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success.

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Customer Success Chief Customer Officer Customer Retention 2017 56

Oracle

APRIL 19, 2018

Chief Customer Officer Exchange. You can find the 2017 – 2018 calendar here. The post Customer Experience Conference and Events Calendar 2018 – 2019 appeared first on SmarterCX. October 25 – 26, 2018. Las Vegas, NV. — Forrester’s B2B Marketing and Sales 2018. October 25 – 26, 2018. Miami, FL. —.

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Events 2018 2019 Customer Experience 60

Maru Group

FEBRUARY 19, 2020

Electric vehicle sales increased by 81% in the US from 2017 to 2018. During the panel discussion on DERs led by Maru/Matchbox, Gregory Knight (Chief Customer Officer at National Grid) noted electrificiation may put more stress on the electric grid. They want access to more energy-saving technology and renewable sources.

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Consumers Government Chief Customer Officer Customer Centricity 52

CustomerSuccessBox

DECEMBER 6, 2021

He runs Glide Consulting as his means to enable companies to make wise decisions and gain control over their customer lifecycles and experience. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. She has spent over 20 years building and scaling world-class customer success organizations and operations.

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2022 Customer Success 2021 Consulting 52

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017. Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences.

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Customer Service Chief Customer Officer Customer Centricity Consulting 0

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Challenges Involved With Implementation: Putting raw data to work through a cognitive AI program is not without it’s challenges.

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Customer Experience Chief Customer Officer 2017 Touchpoint 59

ChurnZero

OCTOBER 30, 2020

Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. As you see talented people come into Customer Success and then move up into bigger roles, it means compensation is going to go,” says Mehta. In 2017, [Eric] did his first really big round where Sequoia invested.

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Customer Success Net Promoter Score Sales NPS 93

Qualtrics

NOVEMBER 19, 2019

“If we don’t provide a great experience for our internal employees, there’s no way we can expect them to provide a great experience for their external customers.”. – Anahita Reilly, Chief Customer Officer of U.S. For example, in 2017, we saw that people wanted more access to our CEO [Jonah Peretti].

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2020 Management Chief Customer Officer Healthcare 31

CX Journey

JUNE 14, 2017

After responding so frequently to this question (or questions - one version is how to get started, one is how to advance) lately, plus hosting a CX Expert Office Hours session at the 2017 CXPA Insight Exchange on this very topic last month, I thought it was time to document some of the advice I give on this. Attend webinars.

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Chief Customer Officer Webinar NPS Consulting 57

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Customer Bliss

OCTOBER 23, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The Deloitte Millennial Survey in 2017 validates Green’s findings that purpose matters. Would you make a promise to your mom, and then break it? Of course you wouldn’t.

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Chief Customer Officer Airlines 2007 Books 111

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. In January of this year, CCW Digital listed Jeff as one of its “ Top Customer Experience Influencers for 2017.”. VP Worldwide Customer Service, Amazon (on Twitter: @tomweiland ). See You at CCW 2017! Cecilia McKenney. Adam Toporek.

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Call Center 2017 Contact Center Chief Customer Officer 40

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

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2017 2018 Chief Customer Officer NPS 45

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). Ashvin: Hello, Garin!

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Customer Success Chief Customer Officer Customer Journey Mapping Books 52

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

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2020 Customer Experience Magazine Consulting 132

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. And no one has the power to execute change.

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Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96