Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

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”. The remaining two sessions covered customer-centric strategy development and the transformational journey. Doug Leather.

Customer Centricity 60

Customer Centricity Chief Customer Officer Banking Automotive 60

Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. Additionally, I foresee an increase in CS professionals ascending to executive roles, ranging from Chief Customer Officers to CEOs.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

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Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Thematic

MARCH 27, 2024

Watercare's aim is to enhance customer experience, using Thematic to identify what's working and what's not across a variety of voices Setting up the VOC program was part of a larger goal to become a customer-centric organization. From the outset, they decided to use AI to mine the feedback data for insights.

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Chief Customer Officer Customer Journey Feedback Insights 62

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

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Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

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Customer Success Chief Customer Officer Customer Centricity Consulting 52

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. Community isn’t just about those one off conversations with our customers.

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Customer Success Chief Customer Officer Innovation Customer Centricity 52

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill.

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Customer Focused Chief Customer Officer Metrics Innovation 189

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. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

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Customer Experience Chief Customer Officer Leadership Customer Centricity 154

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. He had me at “hello.”.

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Chief Customer Officer Contact Center Leadership Customer Centricity 56

Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. Tie all metrics back to the customer: Growth and innovation come from the customer. Leadership accountability.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. He had me at “hello.”.

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Chief Customer Officer Contact Center Leadership Customer Centricity 52

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

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Chief Customer Officer Culture Financial Leadership 129

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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2020 Chief Customer Officer Customer Success Leadership 52

SmartKarrot

JULY 15, 2022

Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. Recent studies have shown that customer-centric companies are 60% more profitable than companies that aren’t. Visual Paradigm.

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Customer Journey Mapping Chief Customer Officer Customer Journey User Experience 10

Customer Bliss

DECEMBER 12, 2017

Isabella Lau is Chief Customer Officer, Manulife (International) Limited, responsible for Marketing, Customer Relationship Management, Corporate Communications, Innovation and Customer Experience functions, as well as leading the Company’s effort in customer centricity. About Isabella Lau.

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Leadership Marketing Customer Experience Chief Customer Officer 0

Totango

SEPTEMBER 24, 2018

Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. . Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

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Customer Success Interaction Chief Customer Officer Customer Centricity 50

ChurnZero

FEBRUARY 1, 2019

There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. 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.

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Chief Customer Officer 2019 Customer Success Leadership 53

Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. With Organizational Maturity Comes Increased Responsibilities.

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2018 Chief Customer Officer Culture Competitive Advantage 120

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.

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Chief Customer Officer Customer Centricity Metrics Sales 91

Help Scout

APRIL 27, 2021

Current readers may recognize elements like “Chief Customer Officer” as if it is no big deal, but this was unproven ground then. I know this book shaped my approach to customer experience, and it will shape yours, too. Be Our Guest: Perfecting the Art of Customer Service”.

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Books Customer Experience Retail Chief Customer Officer 117

Gainsight

MARCH 10, 2022

Building Out and Up Your Customer Success Caree r. Even as we adjust to the “New Remote Reality,” customer centricity and CSMs are rising in popularity. As the category creator of customer success, Gainsight is always looking for creative and innovative solutions. . The Emerging Importance of the CCO Role.

2021 59

2021 Culture Insights Chief Customer Officer 59

Gainsight

FEBRUARY 18, 2022

Automation aids in simplifying those processes and tasks to allow humans to perform less busy work and focus on creativity and innovation. For most companies, customer success ideology and technology are something new. UiPath began to help customers scale through the use of automation.

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Customer Success Chief Customer Officer 2021 Customer Centricity 97

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. Bell, author of The 9½ Principles of Innovative Service.

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Books Brands Customer Experience Chief Customer Officer 91

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. Number two is listening to your customer. Absolutely.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

CX Journey

FEBRUARY 5, 2015

This will come in the form of education, skills training, support, enhanced data, expanded partnerships, and a new focus on innovative design skills and talent.” At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. Number two is listening to your customer. Absolutely.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

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

Tricia Morris

NOVEMBER 6, 2015

So what’s an agency to do when faced with less money and staff as customer expectations continue to grow, along with the innovations in technology that empower them? Social media and other forms of engagement are great ways to hear what your customers are saying. Step 3: Turn knowledge into innovative multichannel engagement.

Government 81

Government Customer Service Social Media Chief Customer Officer 81

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. GVP Customer Success - Oracle Marketing Cloud. The Enlightened Customer. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

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Customer Success Chief Customer Officer Consulting Blog 96

CSM Magazine

AUGUST 22, 2019

In order to stay relevant, there are two crucial discussions that leaders must prioritize: Internal Customer-Centric Team Strategy : How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands? Director, Customer and Partner Care Operations, Starbucks.

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Customer Service Strategies Customer Service Airlines Chief Customer Officer 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. Blake Morgan.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Puneet is one of the prominent advocates in the Customer Success space. Jeff Breunsbach.

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2022 Customer Success 2021 Consulting 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.,

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