Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. Greg Ortbach is Engagement Catalyst at Arcane, where he helps businesses engage with their clients and teams better.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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2024 Customer Success Chief Customer Officer 2023 52

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. Founder & CEO, Chief Customer Officer Council. Curtis Bingham.

Chief Customer Officer 40

Chief Customer Officer B2B Customers Workshop 40

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. Customers’ prosperity is your path to prosperity.

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Metrics Effort Score ROI Chief Customer Officer 62

ChurnZero

MARCH 3, 2020

I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry.

2020 72

2020 Customer Success Events Workshop 72

Wootric

FEBRUARY 14, 2019

She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Why we love Annette: She’s the Founder and CEO of CX Journey Inc.

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Workshop Consulting Customer Experience Professionals Books 67

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? What is your WD-40? Share your examples in the comment section below!

Chief Customer Officer 40

Chief Customer Officer Effort Score Metrics Workshop 40

Kerry Bodine

MARCH 8, 2017

The prevailing attitudes towards design in the business world are so rampant that a pair of co-authors I spoke to recently admitted that they consciously try to omit the word “design” from their design workshops — and even tried to cut the number of references to it in their book, which (you guessed it) is about design.

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Chief Customer Officer 2016 2010 2014 86

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

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

2020 120

2020 Customer Experience Definition Metrics 120

Answer Dash

APRIL 16, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. Customer goals are a universal rallying point for employee engagement and for cross-organizational coordination and collaboration. Connect with Ms.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. He specializes in customer experience, loyalty and engagement.

2017 91

2017 Customer Experience Books Consulting 91

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Definition 90

Definition Metrics Customers Customer Experience Management 90

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. Easy setup, an intuitive interface, and hundreds of available apps and API customizations (along with a Stella Connect CRM integration) make it easy for many of our clients, and companies worldwide, to tailor the platform to suit their needs. Cecilia McKenney.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Kustomer

JUNE 25, 2020

Having the right team of people in the room when going through the experience of the customer will be an essential element in creating a functional journey map. Step two is doing the “actual mapping workshop.” And so we go through root cause analysis workshops. Three, identifying — but in two different parts.

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Customer Journey Mapping Customer Journey Workshop Customers 92

ChurnZero

OCTOBER 15, 2021

Abby Hammer, ChurnZero’s Chief Customer Officer, points to ChurnZero’s most recent series B funding round to demonstrate the growing importance of NRR: “In our series A, there were some questions about NRR. And then COVID happens and suddenly it’s dangerous to engage with one another. Restaurants had to adapt, fast.

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2022 Customer Success Metrics Customers 97

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Lumoa

APRIL 24, 2018

This will give you the intel on how to take action to improve your relationship with the customer and improve their experience. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. You won't be able to see a complete picture of your customer experience without looking at all metrics. blog linkedin twitter Why?

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NPS Net Promoter Score Metrics Effort Score 135

Martin Hill-Wilson

JANUARY 25, 2016

On the other hand, I’m absorbing, distilling and outputting tales of the great digital adventure we are collectively engaged in. Dip into the growing library of digital transformation, digital disruption or customer experience use cases and you have to admit things are starting to look quite different. But change is a-coming.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

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: It is worth giving a dive in.

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10

Ian Williams

MARCH 19, 2020

And I think that the abundance of technology start-ups at the moment, they’re actually producing solutions for issues customers have, which is very different to how start-ups perhaps used to work before, find a gap in the market. And I think that’s something we can both agree with. ” and it’s great.

Leadership 52

Leadership Consulting Financial Customer Experience 52