Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. That’s this episode. About Brian.

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Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. About Darryl.

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Customer Bliss

OCTOBER 11, 2016

Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. He is responsible for inspiring customers across the world to explore, experience and fall in love with Hilton’s hotels and brands. Mark serves as the senior exec responsible for HHonors, Hilton’s 52+ million member strong, J.D.

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ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Competency Three: Build a Customer Listening Path – Seek input and customer understanding, aligned to the customer journey. Tell the story of customers’ lives.

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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. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

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Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. Listening to customers and then innovating on how to design experiences that resonate is what drove AirBnB’s incredible growth.

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Totango

SEPTEMBER 12, 2018

The Customer Success Buzz at CCO. Attracting over 130+ senior CX leaders and Chief Customer Officers, CCO Fall ‘18 deals with a number of key topics and themes ranging from strategy alignment across silos, to recruitment policies, to building a customer-centric culture of innovation.

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West Monroe

MAY 4, 2022

Observe how companies are navigating complex digital landscapes and making the case for continued investment and innovation. Tiffani Bova , Global Growth and Innovation Evangelist, Salesforce. Ken Ewell , Chief Customer Officer, Momentive. Rimple Patel , VP Customer Experience, Celonis.

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Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Be Proactive About Experience Reliability and Innovation.

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Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

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Wootric

JANUARY 6, 2021

This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. . In addition, our pace of innovation and our ability to support our customers around the globe will accelerate as we leverage the considerable resources and expertise of InMoment. .

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Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). Collaboration between the [.]

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TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

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Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

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SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

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Customer Bliss

FEBRUARY 24, 2015

Competency #4: Proactive Experience Reliability and Innovation . Know, before customers tell you, where experience reliability is out of sync. Deliver peace-of-mind, consistency and innovation. 2 CCO Priorities: Experience Reliability and Experience Innovation. Connecting “Being There” and “Reliability” to Junk Removal.

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ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Shortcut: How Analogies Review Connections, Spark Innovations, and Sell our Greatest Ideas , by John Pollack. Company : DataCamp.

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Customer Bliss

FEBRUARY 18, 2022

In our discussion about his book, Stronger Through Adversity: World Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges , my friend Joseph Michelli talks about moving with purpose or “innovating at work speed.” Want to get more inspiration from customer experience leaders from every industry?

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Customer Bliss

JANUARY 13, 2015

CCO Role & Success Factors Clarifying the Role of the CCO CCO chief customer officer customer experience innovation customer experience reliability customer leadership repeatable customer experience competencie' Decide together how you will step your way into the transitioned approaches.

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Customer Bliss

AUGUST 20, 2015

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline for doing the hard work to deliver reliability and earn customer desire. Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability.

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SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. Today customers have become very smart. Like what you are reading?

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Gainsight

JUNE 10, 2021

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

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ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

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CSM Magazine

AUGUST 30, 2023

Avaya selected Waterfield Tech for its exceptional collaboration, contribution, and dedication to accelerating growth and enabling customers and others to choose their own cloud journey. “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys. .”

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Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Matthew shared some of his expertise with a guest post on the Customer Bliss blog: Is Your Customer Service Department A ‘Factory of Sadness’? My book, Chief Customer Officer 2.0

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Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. Additionally, I foresee an increase in CS professionals ascending to executive roles, ranging from Chief Customer Officers to CEOs.

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Customer Bliss

SEPTEMBER 11, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages. This is such a critical conversation.

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Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

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Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership.

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CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

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Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. Build a customer listening path : this unites multiple sources of customer feedback to tell the story of customers’ lives by stage, as they experience you/your organization.

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Optimove

DECEMBER 4, 2023

. “Congratulations to all of the Heptagon Award nominees and winners,” said Varda Tirosh, Optimove’s Chief Customer Officer. We were amazed the creativity and innovation demonstrated in these submitted CRM marketing initiatives.

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Customer Bliss

OCTOBER 6, 2016

In the simplest possible terms, dealing with customers poorly tends to create customer churn. How do you prevent customer churn, though? Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn.

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