Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

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Connections Chief Customer Officer E-support Events 52

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

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Chief Customer Officer Metrics Net Promoter Score NPS 52

Customer Bliss

OCTOBER 11, 2016

This reimagined strategy enables Hilton to form one-to-one relationships with all customers to gain strategic insights and deliver personalized experiences. Mark served as chief of staff and strategist for the global team.

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Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Losing customers in a period of growth. About Libby.

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Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

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.

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Chief Customer Officer Roadmap Customer Success Travel 10

ClearAction

MARCH 22, 2024

“ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.” ” (silos!) 1 2021 CX Day: CX is a Team Sport.

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Sports 2024 Chief Customer Officer Customer Centricity 62

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

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Customer Service Contact Center 2022 Magazine 251

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.

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2022 Customer Success Chief Customer Officer Leadership 98

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Additionally, Yamini and her team developed a Customer Connection Day.

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Chief Customer Officer Feedback Customer Journey Leadership 152

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.

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Chief Customer Officer Customer Success B2B Consulting 170

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Jeanne Bliss, CEO Customer Bliss – Jeanne Bliss guides companies to achieve business growth through leadership bravery and elevated business practices.

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Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

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Chief Customer Officer Culture Customer Journey Leadership 111

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

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Chief Customer Officer Marketing Customer Centricity Touchpoint 10

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. They explain how these experiences are created because of four elements: elevation, insight, pride, and connection. My book, Chief Customer Officer 2.0

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Books Chief Customer Officer Hotels Customer Experience 143

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Make-Mom-Proud companies strive for innovations starting with the emotions customers are having. They think about their customers’ emotions first. So, practice emotion-driven innovation.

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Innovation Loyalty Chief Customer Officer Hospitality 221

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

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Chief Customer Officer Culture Customer Journey Leadership 100

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight.

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Customer Success Chief Customer Officer 2002 2014 59

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. I wish you well in your journey.

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Chief Customer Officer Customer Experience Social Media Return on Investment 150

Customer Bliss

JUNE 6, 2018

Competency 2 gives leaders a framework for guiding the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth. There is no separation between the “customer” work and the “real” work.

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Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

JANUARY 10, 2019

Understanding that energy considerations are a low priority for most consumers, Michael and his team have to break through customer apathy. His team focuses on how to make personal connections with the customer, using a bit of behavioral psychology to help them understand why this decision is important and ultimately helpful for them.

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Customer Experience Chief Customer Officer Connections Workshop 155

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

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Webinar Chief Customer Officer Customer Experience Social Media 141

ChurnZero

JANUARY 13, 2023

As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before. The post-sales customer journey will also become more intelligent as organizations accelerate their use of cutting-edge data and technologies.

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2023 Customer Success Chief Customer Officer Customer Journey 98

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

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2023 Customer Service Contact Center Customer Centricity 207

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

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Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

Customer Bliss

OCTOBER 6, 2016

In the simplest possible terms, dealing with customers poorly tends to create customer churn. How do you prevent customer churn, though? Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn.

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Chief Customer Officer 2012 Innovation Reference 192

Gainsight

MAY 3, 2023

Deepina Kapila, Head of Scaled Customer Experience, Miro We’re thrilled to host Deepina Kapila, Head of Scaled Customer Experience, Miro for her session: Product- and Sales-Led Growth—Embrace Both with Scaled CX. We then guide customers on their journey to value realization by leveraging Digital Pathways and Accelerators.

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Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

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Chief Customer Officer Customer Experience Customer Centricity Marketing 120

Customer Bliss

FEBRUARY 8, 2019

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

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Chief Customer Officer Travel Customers Measurement 131

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. Leaders debate and agree – and decisions are made which comprehensively connect product, sales, IT, customer experience, service priorities.

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Chief Customer Officer Customer Experience Leadership 2014 168

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

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Books Customer Experience Chief Customer Officer Customer Experience Management 94

CloudCherry

DECEMBER 1, 2018

Customer success begins from a perspective of doing whatever it takes to make the customer successful. But what about everyone who isn’t your customer? Understanding why, and feeding that information back to sales and marketing is critical to the customer experience. contacts from a dissatisfied customer).

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Customer Bliss

FEBRUARY 4, 2016

Repairing the emotional connection well is a hallmark of beloved companies. When a beloved company apologizes for something that goes wrong, the intent and motivation is to make customers whole—to earn the right to continue the relationship. However, repairing the emotional connection with customers in distress can be costly.

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Chief Customer Officer Customer Journey Leadership Connections 160

Customer Bliss

MAY 28, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. This is our opportunity to understand and to craft memories that will earn our place in customers lives. With that kind of a memory, would you connect with the company? Memory creation is a choice.

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Chief Customer Officer Books Banking Connections 173

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Aquisition was driving the focus of the sales team and operations, but he wanted to emphasize a strategy for retention.

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Customer Experience Chief Customer Officer Call Center B2B 111

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

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Communication Chief Customer Officer 2012 Presentation 222

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

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Customer Service Chief Customer Officer ROI Social Media 52

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Customer and Partner Relationship Management (CRM).

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