TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

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Customer Service Contact Center 2022 Magazine 251

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

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. With technological advancements, the market has seen a tremendous shift in consumer behavior. Customers are connected.

Consumers 97

Consumers Technology Blog Chief Customer Officer 97

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

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.

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Customer Success Chief Customer Officer 2002 2014 59

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. The focus of this competency is that leaders must connect the silos and enable people to act. Tish Whitcraft is Chief Customer Officer at OpenX , responsible for the partner experience and all revenue growth and retention.

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Chief Customer Officer Leadership Advertising Culture 118

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.

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2023 Customer Service Contact Center Customer Centricity 207

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.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

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

There’s always something new to learn about customer experience, especially as the demands and interests of today’s customers evolve with technological advances. Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Make the customer experience work, real.

Chief Customer Officer 156

Chief Customer Officer Customer Journey Mapping Government Communication 156

Customer Bliss

JANUARY 10, 2019

Inspire uses technology to bring clean energy sources to businesses and the homes of everyday Americans. With over 10 years of experience under his belt, leading customer-facing teams, Michael sheds some insight into how he breaks through some of the challenges to get customers to think differently about their energy options. .

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

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

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. Our CEO Amit Bendov says this all the time: ‘follow the music.’

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Customer Success Chief Customer Officer Innovation Customer Centricity 52

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. We know that what she will bring to the table is an extraordinary perspective on business, technology, and CS. It means improving connections!

2022 52

2022 Chief Customer Officer Innovation Connections 52

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.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

APRIL 20, 2016

Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. The company is driven forward by customer growth and loyalty, and that applies in B2B and B2C.

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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.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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.

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Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

MARCH 22, 2018

We’ve been surprised at how effective the space we design is in communicating both how we’re connected in our organization, but also suggests at the same time, that something different is happening. For example, think about creating a customer room, that definitely shows that you’re approaching something in a different way.

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Chief Customer Officer Culture Financial Leadership 129

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.

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Customer Success Chief Customer Officer 2020 Events 52

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?

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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.

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Chief Customer Officer Customer Experience Roadmap Workshop 99

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

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. Effective managerial decision-making is about connecting silos. Again: connect the silos. I call this one-company leadership.

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Chief Customer Officer Leadership Hotels 2016 185

ChurnZero

NOVEMBER 30, 2023

Suddenly, the rise of AI seemed to be more science than fiction, leading to a vigorous debate as to whether or not technology will replace human labor. At our most recent BIG RYG conference , we posed a version of this question in an Oxford-style debate between four customer success leaders, ultimately decided by an audience vote.

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Customer Success 2030 Management Chief Customer Officer 52

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

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

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . Part of the idea of a Customer Community is that it’s your central hub for all customer engagement. Q: If you are launching a new Customer Success Community, how do you offer value right out of the gate? .

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Webinar Chief Customer Officer Multi-Channel Engagement 52

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. Cost to Retain a Customer (CRC).

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Customer Success Net Promoter Score Chief Customer Officer Leadership 97

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? Companies are stronger when customer success becomes more than just a department. Let’s connect !

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Customer Success Technology Leadership Chief Customer Officer 44

Gainsight

JUNE 10, 2021

They were our lifelines and connections to the outside world. He then introduced Megs Suratkal, Global Vice President of Customer Experience & Customer Success at Hewlett Packard Enterprise, who happened to join remotely from Boston. Ain’t technology grand? And if anyone should know about technology, it’s HP.

Innovation 52

Innovation Chief Customer Officer 2021 NPS 52

Customer Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. They needed to gain a deeper understanding of what the experience was like for customers. Why partner with the CIO?

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Leadership Chief Customer Officer Financial User Experience 128

Peter Lavers

FEBRUARY 20, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. Connected CX journeys. Customer analytics. Technology enablement. Digitalisation. Robotics and AI. Employee experience and workforce optimisation.

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Chief Customer Officer 2019 B2B Download 40

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.

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Interaction Measurement Customer Service Chief Customer Officer 95

Gainsight

MARCH 10, 2022

Dana also suggested staying connected to the CS community because it is changing so rapidly. One of the most exciting new roles to emerge in SaaS businesses is the CCO or Chief Customer Officer. In the past, customer success reported into Sales, Marketing, and Operations. Once you find a job, stay engaged!

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2021 Culture Insights Chief Customer Officer 59

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.

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Customer Success Chief Customer Officer Customer Relationship Management Customer Relationships 52