TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

Gainsight

MARCH 1, 2024

As we stand at the cusp of technological advancements and evolving consumer expectations, it’s imperative to glean insights from those at the forefront of driving CS forward. Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Customer Bliss

APRIL 20, 2016

If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. Everyone with decision-making authority needs to own customer experience — the CIO and CMO are huge in this process too, as they impact how technology and messaging hits the customer.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

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. Stay current. Get certified.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Customer Bliss

NOVEMBER 1, 2018

Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Outdated technology was slowing communications and leaving some customers less than satisfied.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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

Customer Bliss

JANUARY 7, 2016

The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

Chief Customer Officer 141

Chief Customer Officer Social Media Customers Leadership 141

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Technology. With Executives, Think Big.

Customer Success 97

Customer Success Net Promoter Score Chief Customer Officer Leadership 97

Customer Bliss

JANUARY 7, 2016

The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

Chief Customer Officer 118

Chief Customer Officer Social Media Customers Leadership 118

Customer Bliss

APRIL 7, 2016

Growth is really about the customer. If you’re going to grow, you’ve got to find ways to get out there, connect with customer needs, to deliver against their needs and wants. The central challenge of managerial decision-making for customer-driven growth. Effective managerial decision-making is about connecting silos.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Pointillist

MAY 19, 2020

CJXM20 #journeymgmt Click To Tweet High Performers are More Effective at Connecting Customer Behavior Data Across Channels Almost half (49.7%) of underperformers cannot access data or say that it is siloed within channels. Top performers are much more likely to connect behavioral data across three or more channels.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. 2 – Connect ROI to Growth.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

ClientSuccess

JULY 23, 2019

From : Natalie Williams ; Director, Customer Success. Company : SmashFly Technologies. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Externally – understand what success looks like from the perspective of the customer. Question 1.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

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

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Pointillist

JUNE 5, 2019

High-performers are more than 9 times more likely to integrate data from multiple sources, analyze customer interactions across channels, and engage with customers optimally through their preferred channels. It is also about changing customer and employee behavior to drive financial impact.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Customer Bliss

JUNE 21, 2016

Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. Many CCOs in those types of companies need to move their leadership away from an over-focus on quarterly metrics and surveys, but they often need to use share price as a motivating factor. ’ Wiring For Customer Experience.

Chief Customer Officer 129

Chief Customer Officer Leadership Metrics Customer Focused 129

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Customer Success 52

Customer Success Chief Customer Officer Customer Relationship Management Customer Relationships 52

Tricia Morris

MAY 11, 2015

Customer empowerment is changing the way brands and organizations think about customer service -from smartphones putting all major service channels in the palms of consumers’ hands 24 hours a day/seven days a week, to social media providing customers with a megaphone for asking questions, voicing complaints or expressing delight.

Interaction 95

Interaction Measurement Customer Service Chief Customer Officer 95

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

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

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

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. Over time, their metrics (i.e.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Gainsight

MARCH 9, 2020

Additionally, the Customer Success Subreddit is a great place to connect and network with other practitioners and leaders. How have the metrics evolved over the last few years? It has become the primary metric while NPS has fallen to near the bottom of most-used metrics as per our most recent Industry Benchmark Report.

Chief Customer Officer 52

Chief Customer Officer NPS Metrics ROI 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

Qualtrics

MAY 22, 2019

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. which focuses on the notion of honoring customers as an asset of the business. Did you improve my life?

Chief Customer Officer 40

Chief Customer Officer Leadership ROI Webinar 40

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

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

ChurnZero

DECEMBER 2, 2021

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. They think the technology will solve their problems and build their processes. They also look at how you respond to customers.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

ClearAction

FEBRUARY 28, 2019

.” Forces shaping new requirements for what’s known as “workforce of the future” include 24/7 business interactions, business digitalization, transparency to customers, global competition with reduced barriers to entry, and the pace of change in customer expectations, technology, economic and social trends.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

ChurnZero

JANUARY 15, 2021

As global, multibillion-dollar software and computing infrastructure companies transition to subscription-based models, they must work with their extensive channel partner networks to enable and deliver Customer Success to end customers. A growing reliance on Customer Success metrics. Bigger budgets for Customer Success.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

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

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.

Insurance 26

Insurance Customer Experience Chief Customer Officer Customer Centricity 26

ChurnZero

JANUARY 4, 2019

“Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. In 2019, not only will this trend increase, it will become much more mindful. ” – Abby Hammer, VP of Products, ChurnZero.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Return on Investment Chief Customer Officer Customers 106

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. 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