Customer Bliss

MAY 16, 2017

Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. FIS is a large-scale provider of financial services.) “The role itself hasn’t changed that much,” she admits, “in terms of moving the culture and working on process improvement.”

Chief Customer Officer 0

Chief Customer Officer Financial Reference ROI 0

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?

Chief Customer Officer 52

Chief Customer Officer Metrics Net Promoter Score NPS 52

Customer Bliss

OCTOBER 11, 2016

He curates a network of over 140 strategic partners including financial American Express, Citi, Visa, 65+ airlines, travel partners such as Enterprise Holdings, American Express Business Travel and uber. Mark oversees Hilton’s global partnership strategy. He leads a global portfolio of Hilton HHonors co-branded credit cards.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Customer Bliss

AUGUST 8, 2017

A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

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. Break Down Silos and Communicate One Message.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Since working at a call center after graduating college, Amanda has been entrenched in the world of customer service. Took the time to understand cultural differences.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Transforming CX in Financial Services, with Claudiu Coltea. From Chief Information Officer to Chief Customer Officer with Brian Lillie. Be a culture sleuth.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. ” About Rosalyn Curato.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

Customer Bliss

DECEMBER 12, 2017

How do you drive transformation in the highly regulated financial industry? Unite the C-Suite to Transform Company Culture to be Customer-Driven. With its large customer base, Manulife Hong Kong focused on putting the customer at the center of everything it does. About Isabella Lau.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

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. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. CX is particularly valuable in the financial services sector because of its impact on trust. Metrics are key.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

Healthcare 141

Healthcare Chief Customer Officer Hospitality Leadership 141

Customer Bliss

AUGUST 10, 2018

The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus. #CX Building Our Customer Room. The following excerpt is from my third book, Chief Customer Officer 2.0, How to Build Your Customer-Driven Growth Engine.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Eptica

SEPTEMBER 3, 2015

Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. This is especially true if companies are selling similar products, at similar prices – and for service businesses such as utilities and financial services where there is no physical product to create a differentiation.

Contact Center 68

Contact Center Chief Customer Officer Social Media 2015 68

Zeisler Consulting

AUGUST 17, 2021

And in the end, it’s not just my reputation as a CX professional (and Fractional Chief Customer Officer or CX consultant) that’s at stake: It’s the overall impression of CX as a profession itself.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

ClearAction

JANUARY 8, 2024

Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts. Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Customer Bliss

NOVEMBER 23, 2018

Eric’s responsibility is to reshape and redefine the employee culture, and with a front line of about 30,000 people worldwide, that’s a large undertaking. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. How did he handle this?

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Kustomer

AUGUST 19, 2021

Gaining the favor of members in the C-Suite is key to building a strong, customer-minded culture. When CX has the backing of the C-Suite, it creates a company culture that keeps the customer in mind through every business decision, no matter how big or small. Being Culturally Sensitive for Global Success.

Culture 98

Culture Chief Customer Officer NPS B2B 98

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.

Chief Customer Officer 40

Chief Customer Officer Leadership ROI Webinar 40

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key. Build vs. Buy.

Customer Success 50

Customer Success Interaction Chief Customer Officer Customer Centricity 50

Answer Dash

APRIL 16, 2019

Prioritization Clarity Clarity is muddied when the CEO announces top strategic objectives, as the first one is usually financial, and the others are listed perhaps as equals or as paths to the financial objective. This provides customer experience context. Customer Experience Maturity Cycle. Image Credit: CustomerThink.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

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. She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Peter Lavers

JULY 7, 2015

It was commented that senior management can easily lose touch with the customer experience that their company delivers. Do we have ambitions beyond the financial numbers? How constant board-level changes damage long-tern customer value development. “Better sameness” is not good enough – need new ways to create value.

Customer Centricity 60

Customer Centricity Chief Customer Officer Banking Automotive 60

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. He is a best-selling author, having published over 6 books on customer experience.

2017 91

2017 Customer Experience Books Consulting 91

Gainsight

JUNE 23, 2022

I missed the 1929 Wall Street crash, but I’ve lived through many of the big ones since then–the dot-com crash, 9/11, the GFC (Global Financial Crisis), and the more recent Covid-19 crash. Chief customer officers should consider ways to efficiently scale.

Financial 52

Financial Chief Customer Officer 2022 2008 52

Beyond Philosophy

DECEMBER 23, 2015

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. Michael Lowenstein, Ph.D.,

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. CX Team Dysfunction Affects the Customer Experience. How Human Resources Can Add Value to Customer Experience Excellence.

Customer Experience 94

Customer Experience Sports Chief Customer Officer Customer Centricity 94

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. 63% follow-up with dissatisfied customers. 11% are following up with satisfied customers.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins. Arie Goldshlager.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ChurnZero

NOVEMBER 27, 2019

Don’t be afraid to discuss these numbers with your customers. Furthermore, while attaching financial value to your product features isn’t always clear cut (or comfortable) , it’s an important part of the customer dialogue. She is process and culture-driven, building high performing teams.

2019 75

2019 E-support Chief Customer Officer Events 75