TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. “In Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Few companies have a Chief Customer Officer. Instead, firms rebrand marketing people.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

CCO Council

MAY 20, 2014

If the CFO posts a family vacation snapshot on the company blog is Wall Street going to raise earnings expectations? While there are benefits, whether you choose to blog or personally participate in social media is irrelevant. Chief Customer Officer Customer Centricity Customer Engagement Customer Insight'

Social Media 74

Social Media Chief Customer Officer Customer Centricity Call Center 74

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs.

Brands 65

Brands Chief Customer Officer Contact Center Insights 65

OpinionLab

FEBRUARY 27, 2017

There has been much talk in financial services circles of the rise of the Chief Customer Officer role and how these figureheads are key to implementing the structures and ethos necessary to create a customer centered organization. In fact, only 1 in 5 do not collect some form of unstructured customer feedback.

Financial 68

Financial Chief Customer Officer Feedback Omnichannel 68

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. What are customer experience labs?

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs.

Brands 40

Brands Chief Customer Officer Contact Center Insights 40

Pointillist

JUNE 5, 2019

Top-Performing CX Teams Have Mature CX Measurement Programs High-performing customer experience teams have significantly more mature customer experience measurement programs than average-performing or underperforming teams.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Tricia Morris

JUNE 19, 2015

When a customer makes contact with an agent, that customer may have already looked through ten knowledgebase articles, tried to submit a support ticket and filled in a feedback request. And Greater Customer Satisfaction. Consistency of Information Across Channels. Self-Service Deflection from High-Cost Channels. •

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Lumoa

JANUARY 19, 2023

But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Tricia Morris

JANUARY 11, 2016

Beyond the basic knowledge to serve, customer-facing employees must also be empowered with customer and performance insights. Leaders in 2016 will give customer-facing employees access to key customer insights to drive more personalized, proactive and predictive engagement.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

Wootric

FEBRUARY 14, 2019

He’s also a creative experience designer and a fanatical student of business and human behavior, so he continue to research, examine, and share insights about how organizations can improve their performance. For useful insights on CX, read his blog, Experience Matters. Clare Muscutt. Jeannie Walters. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Pointillist

MAY 19, 2020

This presents challenges for analytics and business intelligence professionals, 60% of whom say that aggregating and preparing cross-channel data for analysis is the #1 top challenge when analyzing customer data sets to generate actionable insights.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

Kustomer

SEPTEMBER 3, 2020

And then recently began working for Officium Labs as their Chief Experience Officer. So getting to do a lot of ambassador work for NCX speaking, writing, blogging different things, and also working as a practitioner inside of some of the best video game studios in the world, which has been so much fun as well. Is that right?

Marketing 52

Marketing Effort Score Metrics Loyalty 52