TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Then came the CTO and the CMO. How do we break a tie?

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Customer Bliss

NOVEMBER 8, 2019

This CX transformation will only occur with consistent and united behaviors, communications, and actions practiced by leaders. Deliberate behaviors such as, “We will go to market only after these ten customer requirements are met.” Uniting the leadership team in communication, decision-making, and action.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

Customer Bliss

NOVEMBER 28, 2017

In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. . Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day?

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Enough customer personas have been created by businesses to launch a new country! I could go on.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

SmartKarrot

FEBRUARY 25, 2022

Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. As per Gartner , 90% of companies now have a CCO with customer experience and success as the core responsibility.

Chief Customer Officer 10

Chief Customer Officer Marketing Customer Centricity Touchpoint 10

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Create a customer-centric culture.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. If you want happy customers, you need happy employees.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

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

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

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

Alida

JULY 16, 2018

Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch. Listening to customers and taking action. Knowing our customers. Communication.

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

Gainsight

JUNE 8, 2022

The greatest likelihood of delivering this value for customers is rooted in the foundational philosophy of customer-centricity across all departments within an organization. Many companies communicate across their organization effectively to ensure that every department understands the primary objectives.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

ChurnZero

JANUARY 13, 2023

With its ability to comb through big data sets like email faster and more accurately than humans, AI will help more product teams maintain product-market fit. 2023 will be a big year gaining market traction in new customer intelligence platforms. Organizations tap into customer feedback for free market research.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

ChurnZero

SEPTEMBER 11, 2020

As the Head of Customer Success and Product, I can tell you that you needn’t go searching for an alternate universe to see these functions work in (im)perfect harmony – we’re keeping it real here. Product is from Mars, Customer Success is from Venus. It’s communicated as “Everything is on FIRE!”

Customer Centricity 52

Customer Centricity Customer Success Chief Customer Officer Customers 52

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Unite the Silos Under a Shared Vision. Unite the Silos Under a Shared Vision.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

CSM Magazine

OCTOBER 13, 2020

Maz Javadzadeh, client relationship director at Paragon Customer Communications , outlines why businesses now have a unique opportunity to position themselves at the forefront of longer-term transitions in consumer behaviour that result from this crisis. Considering customer journeys. Barriers to progressive change.

Multi-Channel 59

Multi-Channel Customer Experience Chief Customer Officer Customer Journey 59

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Peter Lavers

DECEMBER 1, 2020

If there isn’t the appetite, then it may be better not to raise customer and staff expectations by activating the programme! Don’t forget there’s always an implicit promise of improvement that goes hand in hand with every customer centricity motivated change initiative. Not Another. I Wasn’t Expecting That!

Chief Customer Officer 52

Chief Customer Officer B2B Customer Centricity Leadership 52

ChurnZero

MAY 13, 2022

It can feel like a full-time job just trying to keep up with the latest trends touted among LinkedIn, Slack groups, communities, colleagues, competitors, and the list goes on. They cannot live and die by every single thing that happens to every single customer. Marketing has ops, no one questions it.

Chief Customer Officer 98

Chief Customer Officer Customer Success Feedback Customers 98

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Customer Bliss

DECEMBER 14, 2018

Since Amanda started off at Microsoft Canada, she understood the importance of the company’s global communications and partnerships. Amanda also knew that to understand the true gauge of progress or lack thereof, you need to know the voice of the customer and partner feedback. Implementing CX Beyond the Local Level .

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

CSM Magazine

FEBRUARY 4, 2021

Rachel Bradbury Head of CCB Client Relationship & Development at Paragon Customer Communications discusses the strategies driving effective customer experience (CX) and brand loyalty efforts. Understanding the customer. Market leading customer communications and CX initiatives are entirely reliant on good data.

Loyalty 52

Loyalty Consumers Chief Customer Officer Touchpoint 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

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. One of the most exciting new roles to emerge in SaaS businesses is the CCO or Chief Customer Officer.

2021 59

2021 Culture Insights Chief Customer Officer 59

Quadient

JULY 17, 2017

Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Having to align customer priorities. Not communicating on a consistent basis. Dealing with naysayers. Sustaining it was.

Chief Customer Officer 52

Chief Customer Officer Insurance Customer Centricity 2017 52

Kayako

JANUARY 12, 2017

That doesn’t just mean making every support conversation with a customer effortlessly helpful, it means every process of their business was built with a low effort, intuitive framework that spans from hiring their first marketing employee to understanding which channels they will be contacted on prominently.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. This is what the idea comes down to: actions must be congruent with stated commitments to customer-centric growth. If you say “We love our customers!” United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. They can range just a single yes/no question to elaborate market research tools. The main weakness of surveys is they tend to get input from very happy or unhappy customers.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Amity

APRIL 25, 2016

Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

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

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SurveyGizmo

JULY 19, 2018

While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX). 

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Chief Customer Officer 2.0.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Beyond Philosophy

MAY 31, 2016

When examining the leverage employees can exert on customer states of mind, a few companies have learned that employees loyal to the company are also loyal to its brands—and are more likely to act as ambassadors in creating customer commitment and advocacy. Customer Centric Employee Engagement.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111