Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. The next session covered the vital importance of taking a systemic approach to customer management to ensure end-to-end integration. Doug Leather. Jeff Bezos).

Customer Centricity 60

Customer Centricity Chief Customer Officer Banking Automotive 60

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. They’re guided to diagnose problems and propose customer-centric solutions by a professional customer experience facilitator.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

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.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

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. Catch up on your reading.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Forming these connections also allowed her to be an internal advocate for her global partners. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Answer Dash

SEPTEMBER 14, 2019

As I shared in the many case studies in my latest book, Would You Do That To Your Mother? there are tons of companies that reinvent their operations to meet customer goals. They will also check out customer reviews, as it feels like insider scoop—from the fit of an item to the service they received in-store.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Books Consumers 52

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.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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. Attend conferences, watch webinars, read books, and look for CS leaders to follow. In the past, customer success reported into Sales, Marketing, and Operations.

2021 59

2021 Culture Insights Chief Customer Officer 59

Answer Dash

JUNE 27, 2018

2 - KNOW WHO TO DANCE WITH In my books, I write about the force of the internal power core. In the beginning of my work, I was this crazy Italian girl who was so passionate about transforming the customer experience, but I didn’t always explicitly connect this type of work to its impact on the business – the bottom line.

Chief Customer Officer 63

Chief Customer Officer Customer Experience Leadership Customer Experience Professionals 63

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Qualtrics

MAY 22, 2019

It’s one that has seen her give 2,000 keynotes, coach more than 20,000 execs around the world, and publish four best-selling books. Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline.

Chief Customer Officer 40

Chief Customer Officer Leadership ROI Webinar 40

Customer Bliss

MAY 17, 2016

Responsibilities include multiple digital platforms and processes, including: Audi brand and dealer websites; myAudi ownership portal; consumer mobile applications; dealership digital sales and service applications; customer lead platform and processes; dealership sales and service process coaching and execution. Case Study.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

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

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

2020 72

2020 Customer Success Events Workshop 72

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Dave Jackson.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Kustomer

MAY 28, 2020

Making these changes is a slow process normally, but Blake is optimistic that it will speed up as companies apply the principles in her book and invest more fully in customer experience. We’re going to be talking about the future of the customer or the customer being the future. She is a customer experience expert.

Culture 52

Culture Books Customers Competitive Advantage 52

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. I think that’s something that shows up to everyone. It’s COVID-19, it’s a lot of things are going to change going forward.

2020 98

2020 Customers Communication Customer Success 98

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Now you’ve got a real customer, or do you?

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. Instead, he cringes.

Marketing 61

Marketing Customer Centricity Net Promoter Score Books 61

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. As customers, we want our lives to be improved. Webinar: What we covered.

Webinar 49

Webinar Chief Customer Officer Airlines Customer Service 49

Stella Connect

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). President and Chief Executive Officer, Safelite Group. A customer-centric culture radiates outward, and endears brands to their customers. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. These types of conversations are extremely valuable, especially for individuals who want to grow their customer experience career. Step 3: Invest in Yourself.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Kustomer

AUGUST 19, 2021

“I cannot emphasize this enough, every opportunity you have as a leader in the internal communications, tell customer stories. Doing so can really transform the C-Suite into a customer-minded suite, further opening the door for internal collaborations and building a customer-centric brand. Every single time.” Shame on us.

Culture 98

Culture Chief Customer Officer NPS B2B 98

Comm100

APRIL 26, 2020

Wrestling through that book caused something to click in my mind…and stirred up a new hunger. The idea of designing great experiences even BEFORE they reach customer service would change my whole outlook on service. The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?”

Culture 52

Culture White Paper Customer Centricity Feedback 52

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

NPS 69

NPS Customers Customer Success Measurement 69

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. Think Smiling Companies, Happy Customers.

2017 45

2017 2018 Chief Customer Officer NPS 45

ChurnZero

JANUARY 13, 2023

Customers scrutinizing expenditures will not have the luxury of sticking around with vendors where value is not returned multiple fold. Customer Success and a customer-centric framework are the key elements in this equation. The role of chief customer officer moves into the limelight.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98