TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. For valuable customer journey mapping secrets you don’t want to miss, listen to the full episode below.

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey Workshop Customers 92

Gainsight

MAY 3, 2023

While we can’t let the cat out of the bag yet, here’s a sneak peek at our Digital Customer Success content and the experts we’re FIRED UP to see take the stage at Pulse. Leveraging our Connect Success Platform, VMware allows customers to self-service and self-select their desired business outcomes. The best part?

2023 52

2023 Chief Customer Officer Customer Success 2022 52

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests. Jason Bradshaw.

Chief Customer Officer 156

Chief Customer Officer Customer Journey Mapping Government Communication 156

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. ” What role will AI and new technologies play in customer success in 2024?

2024 52

2024 Customer Success Chief Customer Officer 2023 52

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.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. Automatic Customer Journey Tracking.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journey Touchpoint 97

Beyond Philosophy

OCTOBER 21, 2021

Mead says Customer Experience accreditation doesn’t touch these areas. 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.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Leverage Tech to Connect With Customers. New term from #CCOUSA from @DavidKepron : “technempathy” value of tech is to create emotional connection with customers. Jim Bass (@JimBassCX) February 5, 2020.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

Gainsight

MAY 18, 2023

Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight, kicked off the Product Keynote to explain how Gainsight’s three product lines come together to power Digital Customer Success. Digital is in addition to you.

2023 52

2023 Chief Customer Officer Customer Journey Customer Success 52

Education Services Group

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer , Chief Customer Officer at ChurnZero. Up to two additional hours of Digital Customer Success consulting.

Consulting 89

Consulting Customer Success Chief Customer Officer Document 89

Gainsight

JUNE 10, 2021

They were our lifelines and connections to the outside world. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey. Ain’t technology grand? And if anyone should know about technology, it’s HP.

Innovation 52

Innovation Chief Customer Officer 2021 NPS 52

Totango

JANUARY 21, 2020

A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. The stronger that connection is, the more likely your customers will be to not only remain customers, but also recommend your company to others.

Customer Success 84

Customer Success Chief Customer Officer Customers Management 84

Solvvy

JUNE 12, 2018

Whether you’re trying to jumpstart a customer experience program from scratch or you’re a CX veteran looking to learn about the latest AI tools and technology, there is no shortage of information out there–the question is how do you harness it to work for you? AI, Bots and Humans – The Future Customer Journey is Here.

2018 48

2018 Chief Customer Officer Contact Center Omnichannel 48

SurveySparrow

JULY 3, 2021

But the battle for sales, brand loyalty, and customer retention in 2021 and beyond will be won by businesses that take customer experience seriously and execute strategies that audiences connect with. So why is customer experience significant all of a sudden? Who’s responsible for customer experiences at your company?

Brands 59

Brands Customer Experience Travel Social Media 59

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. Without a customer-centric vision and leadership, CX initiatives are bound to fail.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Maru Group

FEBRUARY 19, 2020

They want access to more energy-saving technology and renewable sources. As the appetite for energy-saving technology grows, utilities will need to expand their suite of solutions. This is largely due to the wealth of information available through digital technology on consumer values, behaviors, and motivations.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

Gainsight

JUNE 9, 2021

Content, connections, and even some corny jokes brought to your screens live from August Hall in San Francisco. Drive to Thrive: How CS Ops Enables a High-Performance Strategy with Jean Nairon Vice President, Customer Success Operations at PTC and Johannes Loeffler Senior Vice President, Head of Customer Success at PTC.

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

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. The yin and yang of customer experience labs.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Qualtrics

NOVEMBER 16, 2021

The vision of bolttech is really quite simple - to connect people with more ways to protect the things they value,” said Ryan Mascarenhas, Chief Customer Officer at bolttech. “In In order to deliver this vision, we knew we had to rethink the way the insurance industry traditionally approached customer experience. “In

Insurance 26

Insurance Customer Experience Chief Customer Officer Customer Centricity 26

Wootric

FEBRUARY 14, 2019

She was tapped to look after the customer experience as a whole as company growth accelerated. 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. Angus Yang. Guneet Singh. Jeannie Walters.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ChurnZero

DECEMBER 2, 2021

Don’t put your tech stack before your customer journey. The Customer Success tech stack is misunderstood. There are a lot of pieces to put together in terms of what your Customer Success tech stack looks like. The misunderstanding stems from a situation where people tend to focus first on the technology.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Customer Alignment

DECEMBER 18, 2017

This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.

2017 45

2017 2018 Chief Customer Officer NPS 45

Talkdesk

FEBRUARY 5, 2021

As a result, contact centers have emerged as a critical engagement channel in the customer journey. However, with the shift in roles and responsibilities, retailers face a new challenge: equipping agents and associates with the new skills and technologies required to meet the moment. . Retailer-in-retailer models . “¿Por

2021 87

2021 E Commerce E-support Retail 87

Gainsight

SEPTEMBER 29, 2021

Businesses are looking for a particular background in analytics or technology, which is understandable. But the person applying for the position must comprehend that customer success is still very much about relationships, knowing the customer’s needs, and achieving outcomes with a human-first approach. We want to hear from you!

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Gainsight

MARCH 1, 2021

Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. Also, is there something beyond their technology level that led to success? What that means is we help people manage, connect and protect their Apple devices.

2020 52

2020 2015 Chief Customer Officer Customer Success 52

Think Customers

NOVEMBER 4, 2019

percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Investment bank Morgan Stanley forecasts a 0.3 Bradshaw says.

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

SmartKarrot

MARCH 10, 2022

Secure and speedy connections, workplace information access, and data security are some aspects that CIOs need to deal with in today’s remote work culture. For 57% of CIOs, improving customer experience is a priority while 81% of the CIO respondents admitted to implementing new technology for customer interactions.

2022 11

2022 Customer Experience Net Promoter Score B2B 11

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ChurnZero

JANUARY 4, 2019

“We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

Customer Guru

MARCH 7, 2018

For example, making a long-stay guest feel at home by arranging for a cake on their birthday or organizing an evening party to get them acquainted with other guests, went a long way in improving the customer experience. Post Taj, I moved to the telecom industry and worked with Lucent Technologies but by then, I had found my calling.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

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. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

ChurnZero

JANUARY 4, 2019

“We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

Horizon CX

DECEMBER 31, 2018

Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59