Customer Bliss

MAY 18, 2016

In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth.

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Chief Customer Officer Leadership Books Customer Journey 79

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

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Chief Customer Officer Customer Centricity Consulting Loyalty 100

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs. Where were they gaining customers?

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Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 132

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership B2B Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership Chief Customer Officer Customer Experience 111

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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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. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

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Consumers Technology Blog Chief Customer Officer 97

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. ” I'm a big believer that people should be led through situational leadership.

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E Commerce Chief Customer Officer Leadership Social Media 161

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. One thing is for certain, customer needs and behaviors are always changing.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

Customer Bliss

JANUARY 10, 2019

Use Education and Emotion to Communicate with the Customer. Understanding that energy considerations are a low priority for most consumers, Michael and his team have to break through customer apathy. Customer service reps need to create a personal, emotional connection with a customer. #CX About Michael Bair.

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Customer Experience Chief Customer Officer Connections Workshop 155

Customer Bliss

OCTOBER 31, 2017

We both understand that in order to be successful in running a grassroots program you have to have the following: Experience running an operation that was successful and customer driven. Collaborative and deep relationships that already exist with the senior leadership team. People don’t often hear what you said the first time.

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Answer Dash

SEPTEMBER 14, 2019

In today’s digital age, never before have consumer journeys and expectations been so diverse. I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Consumers are attracted to companies who honor them.

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Chief Customer Officer Customer Experience Books Consumers 52

Customer Bliss

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. It’s something we should be concerned about both as consumers and as business leaders. Are you sharing all the facts, so customers always make informed and peace of mind decisions?

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Chief Customer Officer Books Social Media 2018 170

Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth.

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Retail Customer Experience Chief Customer Officer Customer Centricity 111

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.

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Customer Success Chief Customer Officer Innovation Customer Centricity 52

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company.

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Chief Customer Officer Banking Document B2B 147

Customer Bliss

JANUARY 26, 2018

It’s certainly becoming a more popular method of communication for consumers. You need a strategy in place based off your customer journey. Consumers are getting more savvy when using tech to communicate with businesses, and their expectations continue to increase.

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2018 Chief Customer Officer Touchpoint Customer Journey 114

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. The importance of leadership buy-in. You need leadership support. Episode Overview. Get moving.

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Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Eptica

NOVEMBER 8, 2017

Sharing knowledge Gartner predicts that by 2020 10% of business-to-consumer first-level engagement requests will be taken by virtual customer service agents, such as chatbots , up from just 1% today. And make it easy to use, easy to update and self-learning so it automatically delivers the most relevant answers to customer queries.

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Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand.

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Roadmap Customer Journey Mapping Leadership Measurement 323

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. Natalie is the Vice President of Consumer Experience for Anthem Inc. Episode Overview. You can connect with Natalie on LinkedIn here.

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Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

DECEMBER 5, 2017

Can you manage a B2B relationship with customer providers and consumers? In the beginning stages of Angie’s List, companies would complain about negative reviews from consumers. This was good for the service providers and consumers because it allowed them to see more than just the customer POV.

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Customer Bliss

JUNE 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Of the 45% of consumers who initiated a purchase over the phone last year, 70% of them were put on hold. Does any of this sound familiar? ” Well, why am I on hold if it was that important?

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Chief Customer Officer Customers Hotels Books 126

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. I can safely reveal the following though. Patrick Dempsey OBE.

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Books Brands Customer Experience Chief Customer Officer 91

Gainsight

MAY 10, 2021

But for CS, the real Top Guns are Will Rahim , SVP of Global CS, and his wingmen, Scott Klimek , VP of Customer Operations, and Todd Massey, Senior CS Ops Manager, all of Delphix They will be leading the session Win Fast by Hiring CS Operations Early. Familiar Favorites: Customer Success at Scale. What’s in a name?

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2021 Chief Customer Officer Travel Roadmap 52

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey.

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Telecommunications Chief Customer Officer Presentation NPS 141

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

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2020 Customer Experience Magazine Consulting 132

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

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Brands Chief Customer Officer Contact Center Insights 65

CCO Council

MAY 13, 2014

Armed with tangible proof of the ROI of investments in customer centricity, customer executives can have meaningful conversations with top leadership, enabling them to compare such investments against other priorities and make the best decisions for the company.

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Customer Centricity ROI Measurement Chief Customer Officer 85

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Transportation Management Chief Customer Officer Roadmap 129

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

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Customer Experience Chief Customer Officer Insurance B2C 141

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. 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.

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Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. They become active on our own community.

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Customer Centricity Chief Customer Officer Webinar Sports 98

Eptica

SEPTEMBER 3, 2015

Some companies have created the role of Chief Customer Officer , a senior executive that sits on the board, working independently of other departments to ensure the whole organization is focused around customer-centric strategies.

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Contact Center Chief Customer Officer Social Media 2015 68

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Jeanne Bliss Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Learn more.

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Webinar Chief Customer Officer Customer Experience Professionals Social Media 72