Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. “Be Switzerland:” You can’t be aligned with any one silo, because CX work touches sales, operations, HR/change, finance, marketing, etc. About Darryl.

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Chief Customer Officer Culture Leadership Insurance 0

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 served as chief of staff and strategist for the global team.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

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! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Tell the story of customers’ lives.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

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

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.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

West Monroe

MAY 4, 2022

Now, the pressure to meet dynamic and demanding customer expectations coupled with the mandate to achieve high revenue and margin growth goals, is substantial. And doing so while operating in a highly competitive talent market is forcing leaders to do more with less. Tiffani Bova , Global Growth and Innovation Evangelist, Salesforce.

Innovation 52

Innovation Chief Customer Officer Customer Experience Webinar 52

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.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Optimove

DECEMBER 4, 2023

Take your customer segmentation to the next level with our advanced guide Download Now We’re happy to announce the winners of the 3rd annual Heptagon Awards! The winners were selected based on how advanced, sophisticated, ambitious, and impactful their CRM Marketing approach is.

2023 59

2023 Marketing Chief Customer Officer Download 59

Wootric

JANUARY 6, 2021

Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience. This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. . As we begin this new year, we want to share some great news. .

Innovation 105

Innovation Net Promoter Score Chief Customer Officer 2021 105

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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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.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

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2022 Customer Success Chief Customer Officer Leadership 98

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.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. Let go of friction to unlock revenue “You are making a stronger 1:1 ratio between what customers expected and what they got,” Hunsaker continued. Say what you do and do what you say.”

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

Kustomer

AUGUST 26, 2022

Podcasts are no longer just a nice addition to your content and marketing strategy — they’re a necessity. Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

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.

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Chief Customer Officer B2B Innovation Feedback 10

Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

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Chief Customer Officer Social Media Innovation Marketing 111

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. Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

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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Chief Customer Officer Culture Customer Journey Leadership 111

Optimove

FEBRUARY 17, 2022

The Heptagon Awards – celebrating CRM excellence – are dedicated to the best campaigns, teams, and individuals who achieved exceptional results with their CRM Marketing efforts and strategies. Winners were selected based on how advanced, sophisticated, ambitious, and impactful their CRM Marketing approach is.

2022 52

2022 Marketing Chief Customer Officer Entertainment 52

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

CloudCherry

DECEMBER 1, 2018

In the subscription economy, customer success has almost become synonymous with customer experience. However, in reality, customer experience comes from a vastly different place. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. But what about everyone who isn’t your customer?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

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.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journey Leadership 100

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience.

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Chief Customer Officer 2008 Books Presentation 0

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Gartner projects that the SaaS market will grow 17% in 2022, which in turn will drive high expectations on the part of investors and corporate leaders.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

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. Community isn’t just about those one off conversations with our customers.

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. You can start CX in a corner of the business and build out from there; CX may take root in a marketing or support function, for example. What sets those innovators apart?

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics Innovation 247

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill.

Customer Focused 189

Customer Focused Chief Customer Officer Metrics Innovation 189

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

CloudCherry

OCTOBER 30, 2018

In the subscription economy, customer success has almost become synonymous with customer experience. However, in reality, customer experience comes from a vastly different place. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. But what about everyone who isn’t your customer?

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

ChurnZero

JANUARY 13, 2023

Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI. 2023 will be a big year gaining market traction in new customer intelligence platforms. Anita Toth , Chief Churn Crusher.

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2023 Customer Success Chief Customer Officer Customer Journey 98

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. ChurnZero has quickly become one of Washington, D.C.’s

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2022 Chief Customer Officer Leadership 2021 98

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.”

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61