TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ClearAction

JANUARY 8, 2024

Do they ensure value is increasing for customers whenever changes in the business are needed? If your answer is “no” to any of these questions, you’re under-using customer insights! Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

ClearAction

JULY 28, 2023

This vision must be shared by your CEO and Senior Leadership Team. They need to set you up to foster holistic customer focus across the entire organization. If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

CloudCherry

JULY 31, 2019

By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. The problem, according to former Forrester analyst Paul Hagen , is implementation.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics Innovation 247

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

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” It doesn’t connect your CRM with the point of sales to inform agents about the customers.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Brands 65

Brands Chief Customer Officer Contact Center Insights 65

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Share customer insights with every department.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Brands 40

Brands Chief Customer Officer Contact Center Insights 40

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Brands 40

Brands Chief Customer Officer Contact Center Insights 40

Gainsight

DECEMBER 10, 2018

“In the Age of the Customer, CS teams have joined the ranks of Sales and Marketing in driving business growth by focusing on customer retention—more specifically, impact to net retention as a function of growth. Gainsight Elements: The Science of Customer Success. Helpful for individual contributors and leadership alike.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Lumoa

JANUARY 19, 2023

But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department. An organization’s Chief Experience Officer (CXO) is responsible for the organization’s overall customer experience strategy and direction.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Tricia Morris

JUNE 19, 2015

When a customer makes contact with an agent, that customer may have already looked through ten knowledgebase articles, tried to submit a support ticket and filled in a feedback request. And Greater Customer Satisfaction. Watch this complimentary thought leadership and best practices webinar. appeared first on Parature.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Qualtrics

NOVEMBER 19, 2019

– Karalyn Smith, Chief People Officer at Sephora. I think a key underrated leadership quality is curiosity. If we don’t provide a great experience for our internal employees, there’s no way we can expect them to provide a great experience for their external customers.”. General Services Administration (GSA).

2020 31

2020 Management Chief Customer Officer Healthcare 31

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. And we probably haven’t even got everything covered. Jeannie Walters.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Donna Weber. Emilia D’Anzica.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Qualtrics

AUGUST 20, 2021

Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom. When I look at measuring the success of a program, while it's important to look at response rates, it can really vary by the topic or the target customer,” he says. Here we answer 3 of the most popular CX for B2B questions.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. He specializes in operationalizing customer insight to drive better customer outcomes.

2020 132

2020 Customer Experience Magazine Consulting 132

Amity

JULY 28, 2014

Without executive buy-in, it is difficult to shape the corporate mind-set around the importance of the customer and his or her experience. A number of CEOs have walked in the shoes of their customers. How do you get the CEO to buy in? Usability (how easy is it to use?).

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

SmartKarrot

FEBRUARY 2, 2021

You start from being an Individual contributor by managing a group of customers to higher leadership positions. They provide the necessary training to their team of CSMs and CSLs and if needed also organize sales and customer relationship-oriented training from industry veterans. Chief Customer Officer.

Customer Success 8

Customer Success Chief Customer Officer Sales Customers 8

Kustomer

SEPTEMBER 3, 2020

And at least for me Gabe, I mean, recently I’ve just been going back to the fundamentals around change management because the technology has come so far in our ability to get great customer insights and great customer data. We know our customers, the hearts and minds of our customers, better than we ever have before.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

FEBRUARY 6, 2019

Charles Wilson- Product Insights, New Balance. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Bruce Temkin- Head of XM Institute, Qualtrics. Mind the Product San Francisco.

2019 33

2019 Management Workshop 2018 33

Lumoa

JUNE 22, 2021

We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. Passionate about diversity and people in general, with a strong commercial, growth, and digital mindset.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83