TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeannie Walters. Erica Sosna.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. R : Revenue growth management. A: Accelerate in winning channels. About Chester Twigg.

E Commerce 161

E Commerce Chief Customer Officer Leadership Social Media 161

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Foster Good Employee Experience.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

ClearAction

APRIL 13, 2023

Your Business Development managers may not have considered the bigger picture of success: brand integrity. Marketing and Sales earnestly establish value propositions: what your brand promises customers will receive and what they’ll pay (money, time, etc.). Minding the gap is the ultimate purpose of a CCO.

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

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. How did he spend the first 3 months in this position?

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

ClearAction

JANUARY 8, 2024

More expense to retain customers: loyalty incentives, customer success, etc. Anything you do that bothers employees or partners costs you! Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities. Lower costs, with larger profit margins, result from customer-centric organizations.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. After the storms, the call center was overwhelmed with unhappy customers. 

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. You want customers to fall in love with your brand.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. Improving the partner and customer experience.

Chief Customer Officer 185

Chief Customer Officer 2007 Leadership Books 185

Customer Bliss

JULY 13, 2018

Charlotte Dunsterville , Chief Customer Officer of Sure International Telecom, and Patricia Pedhom Nono , former general manager of customer service & customer experience at MTN Cameroon , share how they prioritized and assessed the work they needed to do in order to transform CX in their organizations.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. That couldn’t happen without impeccable leadership. A female Chief Customer Officer ascended into the CEO position. Roger has extensive experience in the leadership of global companies.

2022 52

2022 Chief Customer Officer Innovation Connections 52

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Bruce Temkin Follow @btemkin.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

MAY 31, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Employees are at least as important as other aspects of customer management in optimizing benefits for customers.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

Qualtrics

NOVEMBER 19, 2019

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics.

2020 31

2020 Management Chief Customer Officer Healthcare 31

Customer Bliss

MAY 5, 2016

In fact, I began and named my new podcast The Human Duct Tape Show to provide examples of how this work is successful when it unites teams and leaders to focus on customers’ lives. The goal is real feedback on processes from both customers and employees (external and internal). ” What does that mean?

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics Net Promoter Score NPS 52

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

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

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

MARCH 22, 2024

Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.” “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why? ” (silos!)

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. The Office of Management and Budget (OMB) sent out some formal new CX-related “to-dos” to big agencies.

Government 20

Government 2018 2019 Customer Experience 20

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

2020 120

2020 Customer Experience Definition Metrics 120

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. there was a company that was losing employees, customers and, ultimately, money. Once upon a time. But, one day.

Chief Customer Officer 50

Chief Customer Officer Transportation Culture Leadership 50

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Definition 90

Definition Metrics Customers Customer Experience Management 90

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: a customer experience strategy consulting firm.

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Behavior that creates a bond with clients and customers trumps survey scores and results.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148

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. How should see CX management organisation?

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83