Thematic

MARCH 27, 2024

Typically, only 15% of their customer base proactively contact them in any given month, with complaints that came through the support centre. Theresa Malloy, Watercare’s Insights Lead, shared how they overcame this engagement challenge.  A From the outset, they decided to use AI to mine the feedback data for insights.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

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

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.

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

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

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

Customer Success 52

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

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

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.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

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.”.

Chief Customer Officer 56

Chief Customer Officer Contact Center Leadership Customer Centricity 56

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.”.

Chief Customer Officer 52

Chief Customer Officer Contact Center Leadership Customer Centricity 52

Customer Bliss

DECEMBER 12, 2017

Year 2 and 3: Bring in key capabilities and resources, like insights and analytics teams. They used insights to build navigation and concept to align to customer prospects and needs. Start to look for signature projects; the website revamp was a big one. About Isabella Lau.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

DECEMBER 14, 2018

I encourage you to check out the original show notes to find even more of Amanda’s great tactics and insights. Amanda knows this as well, and worked with her team to formalize the customer and partner experience rhythm of the business. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

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.

Customer Success 50

Customer Success Interaction Chief Customer Officer Customer Centricity 50

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. The Top 10 Customer Journey Mapping Tools for CCOs: 1. Visual Paradigm.

Customer Journey Mapping 10

Customer Journey Mapping Chief Customer Officer Customer Journey User Experience 10

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”. “The

Books 117

Books Customer Experience Retail Chief Customer Officer 117

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.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

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.

Chief Customer Officer 94

Chief Customer Officer Customer Centricity Metrics Sales 94

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.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Gainsight

FEBRUARY 18, 2022

With so much emphasis on employee change, organizations and businesses, especially tech and customer success, are scrambling to find CSMs, grow them, and keep them on their teams. Automation aids in simplifying those processes and tasks to allow humans to perform less busy work and focus on creativity and innovation.

Customer Success 97

Customer Success Chief Customer Officer 2021 Customer Centricity 97

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. 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.” Yes, it’s important.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

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.

Customer Success 52

Customer Success Chief Customer Officer Customer Relationship Management Customer Relationships 52

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.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

CSM Magazine

AUGUST 22, 2019

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. SVP, Head of Growth, WeWork.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

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.

2022 52

2022 Customer Success 2021 Consulting 52

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

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

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Totango

MARCH 26, 2019

The Totango CAB brings together select influential industry leaders representing new and long-time enterprise customers who have demonstrated a high level of engagement to advance industry-wide innovation and customer success best practices. Eugene Trautwein, VP of Customer Support, Commvault.

Customer Success 14

Customer Success Innovation Chief Customer Officer 2019 14

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Peter Armaly. Irit Eizips. Dave Jackson.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. Jeanne Bliss. Mikael Blaisdell.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Wootric

FEBRUARY 14, 2019

He’s also a creative experience designer and a fanatical student of business and human behavior, so he continue to research, examine, and share insights about how organizations can improve their performance. For useful insights on CX, read his blog, Experience Matters. Clare Muscutt. Colin Shaw. Jeannie Walters. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Chief Customer Officer 2.0 by Sam Frampton.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

SmartKarrot

APRIL 6, 2021

How to Sell your Customer Success Software to C-level Executives. With these powerful insights, you can center your strategy around customer needs. Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. Sign up for our newsletter.

Customer Success 18

Customer Success Chief Customer Officer Touchpoint Customer Retention 18

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

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132