TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Know Your Guardrails.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. We must do the same with our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. Let go of friction to unlock revenue “You are making a stronger 1:1 ratio between what customers expected and what they got,” Hunsaker continued. A point solution won’t do the trick.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. Patrick Dempsey OBE.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

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

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable.

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

Chief Customer Officer 111

Chief Customer Officer Social Media Innovation Marketing 111

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Check Your Ego at the Door.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

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

CloudCherry

DECEMBER 1, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. At CloudCherry, I own customer experience.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

ShepHyken

NOVEMBER 16, 2018

As a result of the technological impact influencing consumer behavior, most company leaderships face an unending challenge to meet consumer expectations. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. Consumers Desires have changed.

Consumers 97

Consumers Technology Blog Chief Customer Officer 97

Beyond Philosophy

FEBRUARY 27, 2017

This is a great example of a company listening to its customers and giving them what they need and want out of a rewards program. I signed up for Hilton HHonors to get a discount on a hotel room, but I only stay at Hilton brand hotels (which include the more budget friendly Hampton Inn) sporadically. I like these changes.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

CloudCherry

OCTOBER 30, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. At CloudCherry, I own customer experience.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. Sadly though, even today there are brands that think that it is just a buzz that will die with time. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Eptica

NOVEMBER 8, 2017

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. I am going to focus on four of them here.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Kustomer

AUGUST 19, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out.

Culture 98

Culture Chief Customer Officer NPS B2B 98

Strativity

DECEMBER 9, 2014

Through hands-on learning, benchmarking of leading brands’ CX programs and group development, executives will ignite their creativity, learn an accelerated innovation process for implementing CX frameworks and network with other senior leaders. Chief Customer Officer. General Manager, Customer Experience.

Presentation 52

Presentation Customer Experience Chief Customer Officer 2015 52

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. GVP Customer Success - Oracle Marketing Cloud. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. OpenView Labs.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

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.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. Develop personal brand.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

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.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

MAY 29, 2016

Software-as-a-service (SaaS) and other subscription business models were instrumental in Marketing taking on a greater role for customer retention. Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Qualtrics

NOVEMBER 19, 2019

More from Danielle: How Retail Brands Get the Customer Experience Right. The customer experience is where we’re going to excel. – Karalyn Smith, Chief People Officer at Sephora. I think a key underrated leadership quality is curiosity. Companies that deliver good customer service don’t outsource it”.

2020 31

2020 Management Chief Customer Officer Healthcare 31

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics Sales 92

SurveySparrow

JANUARY 1, 2020

You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006. But to truly elevate a company and become a beloved brand and organization, one needs to have certain aspects sorted out; like why the organization exists and how it wants to be remembered. .

Customer Experience 88

Customer Experience 2006 Chief Customer Officer Books 88

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. Peter Armaly.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. What do your customers hate? Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. Customer experience is now seen as a key business strategy for every brand. We’ve established these two things are definitely not the same.

2019 82

2019 Customer Experience Insurance Retail 82

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Natalie Petouhof

JUNE 4, 2015

Key Principle #6: Future Markets: Healthcare, Government, Innovation, People, Passion… In a digital world, where business models are changing very fast (note not everyone agrees with this or sees it) business will need real-time data to make better decisions to make the customer experience the best it can be. .”

Chief Customer Officer 53

Chief Customer Officer Consulting Healthcare Government 53