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

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

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Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

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.

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Chief Customer Officer Leadership Customer Centricity Culture 93

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. Episode Overview. About Claudiu.

Financial 121

Financial Banking Healthcare Leadership 121

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. It was commented that senior management can easily lose touch with the customer experience that their company delivers. Doug Leather.

Customer Centricity 60

Customer Centricity Chief Customer Officer Banking Automotive 60

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. Listen to our conversation, here.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

CSM Magazine

NOVEMBER 6, 2016

With business leaders paying more and more attention to the customer experience, eradicating weak links will be a key focus for the new wave of ‘Customer Service Officers’ and ‘Chief Customer Officers’ that are entering boardrooms around the world. The impact of service on share price.

Financial 55

Financial Chief Customer Officer Net Promoter Score 2006 55

ClearAction

JULY 28, 2023

If every work group across your firm is expected to show good customer experience progress (for internal and external customers), then your company is on its way to stronger customer-centricity and CX maturity. Your CX team must have skills to foster holistic customer focus across the entire organization.

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2023 Customer Experience Chief Customer Officer Fashion 62

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! They developed customer obsession priorities to understand how these actions can be tied to financial success. Again, thank you for your support of The Chief Customer Officer Human Duct Tape Show.

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Chief Customer Officer Management 2011 Call Center 129

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. We’re moving toward a need. I just see the job growth potential is huge.

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

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.

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Chief Customer Officer Culture Financial Leadership 129

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

DECEMBER 12, 2017

How do you drive transformation in the highly regulated financial industry? Ms Lau has over 20 years’ experience in general management, sales and marketing management in the financial-services industry. About Isabella Lau. Ms Lau is a member of Manulife’s senior management team in Hong Kong.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

AUGUST 10, 2018

In the customer room, the outcomes of the competencies are presented by the stage of experience. Content is constantly refreshed with multiple sources of customer listening, trending of information, videos, and examples of experiences. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

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Chief Customer Officer Engagement Leadership Culture 111

Eptica

JULY 26, 2017

Yet often there is a gap between theory and practice, with companies believing they offer a great customer experience, when consumers disagree. Lead from the front Being customer-centric must come from the very top, and that means that the CEO must demonstrate that they are taking CX seriously. Here are four places to start: 1.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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2024 Customer Success Chief Customer Officer 2023 52

Customer Bliss

NOVEMBER 23, 2018

How do you build the right onboarding process that’s built around your core values and that customer centricity? Trusted executive adviser and team player who works tirelessly to evangelize the voice of the customer internally and translate that into strategic growth opportunities and increased brand loyalty.

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Help Scout

APRIL 29, 2021

The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom. Business owners and executives have the largest impact on a company’s culture through their ability to shape policy, direction, and financial investment. Report on customer service metrics to your board.

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Culture Customer Service Customer Centricity Chief Customer Officer 139

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.

Customer Success 50

Customer Success Interaction Chief Customer Officer Customer Centricity 50

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

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.

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Chief Customer Officer 2019 Customer Success Leadership 53

Qualtrics

NOVEMBER 16, 2021

As the financial services and insurance industry continues to transform for a digital future, we’re witnessing a significant paradox. At a time when it’s easier than ever for customers to move who they bank with or buy insurance from, there is a major opportunity for providers to increase their share of wallets. explained Ryan.

Insurance 26

Insurance Customer Experience Chief Customer Officer Customer Centricity 26

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

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

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. Jeannie Walters. Arie Goldshlager.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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.,

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Chief Customer Officer Customer Centricity Consulting Loyalty 100

Bold360

JANUARY 19, 2017

We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, successful and profitable, too. Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership.

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2017 Customer Experience Books Consulting 91

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

Gainsight

DECEMBER 2, 2019

The Right Financial Metric for Customer Success: Gross Retention or Net Retention? “If Customer success has come a long way over the past decade. In this webinar, Bob Slaby, Chief Customer Officer at Altify, and Bryan Hamblin, Chief Sales Officer at Gainsight, share actionable tactics to team up and drive growth at your company.

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Customer Retention Webinar Chief Customer Officer Metrics 52

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 has also held numerous Interim ‘Head of Customer Success’ roles.

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2019 E-support Chief Customer Officer Events 75

Gainsight

MARCH 9, 2020

Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making. are you having business reviews every quarter, are you training the customer every six months, etc.). it’s all about consistent workflows.

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Chief Customer Officer NPS Metrics ROI 52

SmartKarrot

APRIL 6, 2021

Customers need to be more involved in the company and this is what C-Suite employees are noticing. So showing how you can reinvent customer relationships will help them seal the deal. Discuss with a financial case keeping their objectives in mind. Understand what the objective is and create a financial case around it.

Customer Success 18

Customer Success Chief Customer Officer Touchpoint Customer Retention 18

Horizon CX

DECEMBER 31, 2018

I see more of the same with slow progress and in fact, some regression as financials tighten under a stressed economy which unfortunately spells trouble for some CX budgets. What changes in CX are in store for 2019: I think we are hitting a plateau in CX to some extent.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. Certainly not!

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Omnichannel Chief Customer Officer B2B Multi-Channel 10

ClearAction

MARCH 22, 2024

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.” ” WHY we need to make CX a team sport was clearly stated by Diorio: The articulated goal of customer-centricity is far out in front of the operational practice of Customer Success.

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21