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

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. We’ve all known customer experience programs that have come and gone. All of these mis-steps were well-intended.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Storyminers

JULY 6, 2020

Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill has over thirty years of luxury resort/club management experience. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill has over thirty years of luxury resort/club management experience. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”]

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

Martin Hill-Wilson

JANUARY 25, 2016

Sitting in the shoes of a compliance team, the contact centre presents a ‘clear and present danger’ to career reputation. Who knows what they have told customers and what impression they have left in that customer’s mind? Maybe we will see Chief Customer Officer roles being created in the not too distant future.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization.

Chief Customer Officer 50

Chief Customer Officer Transportation Culture Leadership 50

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Episode Transcript Sofia: Hello and welcome, everyone. How do we talk?

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Customer Centricity Insights Hotels Customer Experience 83