Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them.

Connections 52

Connections Chief Customer Officer E-support Events 52

CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. The overall goal of the Board is to provide guidance, supporting the firm’s organic growth and reach.

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Customer Centricity 81

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

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. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Porte said the numbers were surprising.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Instead, educate and enable customers with a one-to-many approach.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

ChurnZero

DECEMBER 20, 2021

Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. – Learn the differences to help you make strategic decisions about your customer service. Team Building for Customer Success – Find out how to develop your CS team building skills.

Webinar 52

Webinar 2021 Chief Customer Officer B2B 52

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Technology. With Executives, Think Big.

Customer Success 97

Customer Success Net Promoter Score Chief Customer Officer Leadership 97

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Audit CX projects and technologies Once you have decided on the need within your organization and built a business case you need to see what is already in place. Published on: June 17, 2016. What can be built on and what new solutions will you have to deploy?

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Totango

NOVEMBER 12, 2018

The event brought together executives from leading enterprises in the Bay Area including SAP, Symantec, Oracle, FireEye, Juniper Networks, PayPal, and Akamai Technologies, enabling them to convene over mutual goals, learn from like-minded individuals and network with other senior CS leaders. More about the event here. You might also like.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Centricity 48

CSM Magazine

FEBRUARY 4, 2021

There is a shift in power going on, fuelled by greater access to information in the digital age, new technology and a broader variety of brands, products and services to choose from, today’s consumer are empowered like never before. Understanding the customer.

Loyalty 52

Loyalty Consumers Chief Customer Officer Touchpoint 52

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . Customer Education can own [community] if it doesn’t exist, they can be the catalyst for getting it in play. Part of the idea of a Customer Community is that it’s your central hub for all customer engagement.

Webinar 52

Webinar Chief Customer Officer Multi-Channel Engagement 52

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. You can engage them in conversations that guide them through the sales process, answer questions, and help them use your product best. Cultivate a Customer-centric Brand Image.

Customer Success 94

Customer Success Chief Customer Officer Customer Centricity Sales 94

Eptica

SEPTEMBER 3, 2015

Explain to people what they can do to support customer service as part of their individual job roles. Give them objectives that relate to customer service – and reward them for achieving them. Use technology to help If you want everyone in the company to take ownership of customer service then technology can be a big enabler.

Contact Center 68

Contact Center Chief Customer Officer Social Media 2015 68

Gainsight

FEBRUARY 18, 2022

“What our technology does is allow people to get the freedom to do things they enjoy as opposed to the boring, mundane stuff. The technology helps companies tackle big complicated problems, like claim processing, as an example” . For most companies, customer success ideology and technology are something new.

Customer Success 97

Customer Success Chief Customer Officer 2021 Customer Centricity 97

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. There are variations in how that can work.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

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

Michelli Experience

JULY 11, 2017

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. Most companies have naturally developed siloed functions in order to specialize and become more efficient.”. We’ve Been Here Before. Jeff Lewis at Monster.com and Marissa Peterson at Sun Microsystems). Decentralized and Nimble.

Information 45

Information Chief Customer Officer Customer Experience Management 45

CCO Council

OCTOBER 28, 2017

57% of Technology execs expect moderate or massive digital disruption. My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. Executives expect digital disruption to be the most severe in B2C industries, particularly in media.

Chief Customer Officer 40

Chief Customer Officer B2C B2B Roadmap 40

Kerry Bodine

JANUARY 4, 2017

Chief Customer Officer USA. Next Generation Customer Experience. IPQC’s Executive Customer Contact Exchange. Center for Customer Engagement’s 2017 Summit on Customer Engagement. Gartner’s Customer 360 Summit. DMI Design Management Conference. June 19 – 21, 2017.

Events 48

Events CEM 2017 Chief Customer Officer 48

Amity

APRIL 25, 2016

Chad is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. The Enlightened Customer. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. CA Technologies Blog.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

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

Tricia Morris

MAY 11, 2015

Customer empowerment is changing the way brands and organizations think about customer service -from smartphones putting all major service channels in the palms of consumers’ hands 24 hours a day/seven days a week, to social media providing customers with a megaphone for asking questions, voicing complaints or expressing delight.

Interaction 95

Interaction Measurement Customer Service Chief Customer Officer 95

CustomerSuccessBox

DECEMBER 6, 2021

He is a complete customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. He is also a consultant, coach, and trainer for technology professionals across 30 countries.

2022 52

2022 Customer Success 2021 Consulting 52

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

Eptica

MAY 11, 2017

Author: Olivier Njamfa This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future. Share this page on: Tweet.

Customer Experience 51

Customer Experience 2017 Chief Customer Officer Events 51

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Read ‘ How to Create A Single Customer View to Deliver Better Customer Experience ’ to learn more on this topic.). Swati: Where do CX organizations typically sit within a company? journey.com ).

Customer Experience 40

Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

Tricia Morris

JANUARY 11, 2016

Yet most employees are trying to engage the empowered customer with the same siloed technologies and stagnant knowledge repositories they’ve used (or not used) for years. This is creating a customer service and customer experience divide that will further separate leaders from laggards in 2016.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

Pointillist

JUNE 5, 2019

Fragmented customer data are a hindrance to CX and customer-facing employees, who will be blindsided by a lack of information about their customer’s true experience over the course of their journeys.” different customer data, analytics, and engagement technologies: 30% say they lack the right tools or technology.

Customer Journey 89

Customer Journey Measurement Management NPS 89

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. 15) Make it Easy for Customers to Give Feedback. We have the technology to do this.

2020 120

2020 Customer Experience Definition Metrics 120

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. The yin and yang of customer experience labs.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Companies apply the golden rule of business to customers and employees. . Customer Success Around the Web.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49