Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Episode Overview. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Customer Bliss

MAY 16, 2017

Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. FIS is a large-scale provider of financial services.) Episode Overview. She’s been in that role for about a half-decade; back then, she had to justify the need for the role to other FIS leaders. About Milista.

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Chief Customer Officer Financial Reference Document 0

CCO Council

JUNE 17, 2014

So multi-channel accessibility and consistency of experience across those channels have become essential components to winning the competition for customers. More and more, companies are recognizing the financial benefits of customer satisfaction and its proportionate relationships with loyalty and profitability.

Chief Customer Officer 84

Chief Customer Officer Multi-Channel Customer Centricity 2010 84

Customer Bliss

OCTOBER 11, 2016

He curates a network of over 140 strategic partners including financial American Express, Citi, Visa, 65+ airlines, travel partners such as Enterprise Holdings, American Express Business Travel and uber. Mark oversees Hilton’s global partnership strategy. He leads a global portfolio of Hilton HHonors co-branded credit cards.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

Customer Bliss

AUGUST 8, 2017

Prior to Standard Life, Stephen held senior executive customer, marketing, distribution and product roles with Barclays, AMP, Frizzell and Berkeley Berry Birch. During his career, he has also held a number of non-executive roles with professional bodies and the financial services regulator. The pay it forward question.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Forrester's Customer Insights

JULY 25, 2023

Camels are built on a more solid financial philosophy, meant to make the money last, using venture capital as more of a bridge than a survival tactic. In Silicon Valley startup parlance, there are two types of ventures: unicorns and camels. Unicorns are the bright, shiny, money-burning, rapid-growth startups.

Chief Customer Officer 26

Chief Customer Officer B2B Financial Customers 26

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. Yet, it’s a shame that in so many companies, the Customer—truly the most important constituency—isn’t represented.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. Episode Overview. About Claudiu.

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Financial Banking Healthcare Leadership 121

OpinionLab

FEBRUARY 27, 2017

We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. However, these roles do not exist in many financial services organizations. In fact, in response to the question “Does your organization have a separate CX department?”,

Financial 68

Financial Chief Customer Officer Feedback Omnichannel 68

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. They may feel that it’s financially a problem or that it’s operationally not correct. The following is a lightly edited transcript of the video below. CX… Click To Tweet.

Engagement 334

Engagement Chief Customer Officer Financial Blog 334

Customer Bliss

JANUARY 17, 2020

And when he retired, a line of people 3 blocks long stood to say goodbye to him — what he didn’t get in financial prosperity, he got back in many, many more important versions of prosperity. Are you a part of the story of your customers' lives? Will they remember you fondly for years after they've interacted with you?

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Chief Customer Officer Banking ROI Blog 327

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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. Break Down Silos and Communicate One Message.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

Alida

MAY 10, 2016

This appreciation for delivering a comprehensive one-company experience brings with it a new appreciation for the need for a Chief Customer Officer to unite the organization in understanding and developing the competencies to work in this manner. How to Build Your Customer Driven Growth Engine.

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Chief Customer Officer Customer Experience Social Media Return on Investment 150

Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” The following is a lightly edited transcript of the video below.

Chief Customer Officer 135

Chief Customer Officer Roadmap Leadership Hospitality 135

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

CSM Magazine

NOVEMBER 6, 2016

With business leaders paying more and more attention to the customer experience, eradicating weak links will be a key focus for the new wave of ‘Customer Service Officers’ and ‘Chief Customer Officers’ that are entering boardrooms around the world.

Financial 55

Financial Chief Customer Officer Net Promoter Score 2006 55

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

Healthcare 141

Healthcare Chief Customer Officer Hospitality Leadership 141

Customer Bliss

OCTOBER 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.

ROI 120

ROI Chief Customer Officer Financial Call Center 120

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. ” About Rosalyn Curato.

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Chief Customer Officer Financial Consulting Customer Retention 149

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. You may be a services- or financial-driven Power Core company, or you may be a vertical company, such as insurance. The following is a lightly edited transcript of the video below.

Chief Customer Officer 216

Chief Customer Officer Insurance Financial Technology 216

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Transforming CX in Financial Services, with Claudiu Coltea. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

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Chief Customer Officer Culture Financial Leadership 129

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! They developed customer obsession priorities to understand how these actions can be tied to financial success. Again, thank you for your support of The Chief Customer Officer Human Duct Tape Show.

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Chief Customer Officer Management 2011 Call Center 129

Customer Bliss

JANUARY 12, 2018

Christine is an accomplished and highly versatile business leader and Non-Executive Director, with extensive experience in delivering strong financial and people outcomes in the retail, eCommerce, consumer services and logistics sectors. Let me know what was your favorite part of the episode in the comments below.

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Chief Customer Officer Customer Experience Retail Customer Journey 165

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

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Books Customer Experience Chief Customer Officer Customer Experience Management 94

ClearAction

JULY 28, 2023

Value has many dimensions: perspectives of the giver and the receiver, immediate and long-term, financial and emotional, and so on. Overall, win-win outcomes mean you are pursuing investors’ prosperity via employees’ prosperity and customers’ prosperity.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. We’re moving toward a need. I just see the job growth potential is huge.

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Customer Success Chief Customer Officer Innovation Customer Centricity 52

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

Customer Bliss

DECEMBER 12, 2017

How do you drive transformation in the highly regulated financial industry? Ms Lau has over 20 years’ experience in general management, sales and marketing management in the financial-services industry. About Isabella Lau. Ms Lau is a member of Manulife’s senior management team in Hong Kong.

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Leadership Marketing Customer Experience Chief Customer Officer 0

ClearAction

JANUARY 8, 2024

Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts. Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Zeisler Consulting

AUGUST 17, 2021

And in the end, it’s not just my reputation as a CX professional (and Fractional Chief Customer Officer or CX consultant) that’s at stake: It’s the overall impression of CX as a profession itself.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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. Length of time as a customer. Last touch (i.e.,

Customer Success 97

Customer Success Net Promoter Score Chief Customer Officer Leadership 97

Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. CX is particularly valuable in the financial services sector because of its impact on trust.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111