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.) She is a Certified Customer Experience Professional (CCXP) as well as certified Six Sigma Green Belt. Episode Overview. About Milista.

Chief Customer Officer 0

Chief Customer Officer Financial Reference Document 0

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. Prior to Standard Life, Stephen held senior executive customer, marketing, distribution and product roles with Barclays, AMP, Frizzell and Berkeley Berry Birch.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

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

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. This week, I discuss the findings in detail and provide recommendations for managing them. Customer Centricity is a two-year investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

ClearAction

MARCH 22, 2024

No matter how big nor how much touchpoint control in your CX or CS department becomes, you can never guarantee excellent customer experience, nor maximum financial performance. — It’s about everyone keeping their eye on the ball: customers’ well-being. — It’s not a matter of “pick me!”

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

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

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! In this episode, I speak with Amanda Sachs , General Manager, Customer & Partner Experience, at Microsoft. Storyboard the employee lifecycle to better understand internal processes. About Amanda Sachs.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. I was (and always will be) customer first.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

CloudCherry

DECEMBER 1, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The customer lifecycle is straightforward.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The customer lifecycle is straightforward.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

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. Simply put, if tracking and reporting of your VoC metrics is the end of your work, you’re doing it wrong. What a waste of resources and a lost opportunity!

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

ClearAction

JANUARY 8, 2024

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

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

CloudCherry

OCTOBER 30, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

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. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

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

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. They include customer journey analytics, journey-based KPIs and milestones, journey testing and optimization, and journey orchestration.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Customer Bliss

OCTOBER 17, 2018

You’ll hear from Brian Lilie , CCO and Head of Technology at Equinix , the world’s largest IBX data center & colocation provider, and Isabella Lau , CCO and CMO at Manulife , a Canadian multinational insurance company and financial services provider. With this new focus, the CFO began to think of and view customers in a new way.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

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

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Transforming customer experience to survive. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

Customer Bliss

AUGUST 10, 2018

The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus. #CX Building Our Customer Room. The following excerpt is from my third book, Chief Customer Officer 2.0, How to Build Your Customer-Driven Growth Engine.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

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. Metrics are key.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

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. Amanda Forshew Follow @Amanda_CXfromCA.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. Customer experience in healthcare doesn’t work unless it’s tied to the financials. “There is no perfect metric.”

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Help Scout

APRIL 29, 2021

Strategies for building a customer service culture. Gardeners work hard to create the right environment for their plants to grow in by improving the soil, removing pests, and managing light and water. The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Amity

NOVEMBER 22, 2013

However, there are a number of resources on SaaS, growth, retention, and customer success with valuable insights that you should be tapping into as well. Here is the list: Nello Franco ‘s blog – Customer Success Frameworks. Joel York is the king of SaaS financial metrics. Customer Success Managers In Action.

Customer Success 81

Customer Success Chief Customer Officer Metrics Definition 81

Gainsight

NOVEMBER 4, 2020

It is mission critical that you, as a Customer Success (CS) leader or Customer Success Manager (CSM), connect with the customer where you comprehend why they purchased your product, what the goals were for its use, and get them to their outcomes. Tip 3: Define Key Stakeholder Management Playbooks.

Management 52

Management Chief Customer Officer Demo Engagement 52

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

ChurnZero

OCTOBER 28, 2022

Panelists included: Alli Tiscornia, chief customer officer, ChurnZero. Peter Armaly, vice president of Customer Success, ESG. Mary Poppen, chief customer officer, inovlve.ai. Jay Nathan, chief customer officer, Higher Logic Vanilla. We’ve got to do things that scale.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. It complements other CX metrics but is less likely to stand alone.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

Calabrio

JULY 26, 2017

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Just one dissatisfied customer can influence an entire network of prospective customers.

Chief Customer Officer 49

Chief Customer Officer Competitive Advantage Leadership Customer Retention 49

ChurnZero

NOVEMBER 27, 2019

Careful end-to-end change management is a must when working to position CS as a profitability center. As a part of change management , e xecutive, CSM and client buy – in is essential. Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable .

2019 75

2019 E-support Chief Customer Officer Events 75

ClearAction

JUNE 8, 2015

The Formation of Customer Experience (CX) Teams. While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. Faith in CX teams can be revived and rewarded if management rethinks what they really need to be successful.

Customer Experience 94

Customer Experience Sports Chief Customer Officer Customer Centricity 94

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87