Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

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.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 ” – Joanna Carr one of the contributors of the book The Cult Of The Customer Author: Shep Hyken | Buy the book here ”I love to see others succeed. Customer service is not a department.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

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. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Below are two ways you can take advantage of customer service as a resource.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

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

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.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

Bold360

JANUARY 19, 2017

We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, successful and profitable, too. Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership.

2017 91

2017 Customer Experience Books Consulting 91

Wootric

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting. Jeannie Walters. Joey Coleman.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Peter Armaly.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

ChurnZero

OCTOBER 15, 2021

The rising prominence of Customer Success is the result of it being the central business driver of growth and profit. So, as we were planning our closing session for our recently held BIG RYG Leadership Summit, we thought what better way to wrap up our event than to answer the question of “Where is Customer Success headed?”.

2022 97

2022 Customer Success Metrics Customers 97

SurveySensum

JULY 14, 2020

He also founded a purpose-driven company, Customer Imperative, that focuses on helping B2B SaaS to retain customers, grow revenue, and scale customer success and Gain Grow Retain, a community for customer success leaders to share their work, collaborate and grow their careers. LinkedIn : [link]. Website : [link].

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2020 Customer Experience Magazine Consulting 132

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. have had the most impact on your career?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Maybe we will see Chief Customer Officer roles being created in the not too distant future. It is also endemic between advisors and contact centre leadership.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Chief Customer Officer Workshop 190

CustomerSuccessBox

FEBRUARY 27, 2019

For Small Companies: In small companies or in companies where the customer success division is in the early stages, a customer success leader should directly report to the CEO or COO. Should Customer Success report to Sales? Some early stage companies put the customer success department under sales.

Definition 65

Definition Customer Success Chief Customer Officer Workshop 65

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. FULL TRANSCRIPT OF VIDEO DISCUSSION. Ian : Exactly, I think that’s perfectly right. Christopher: Phew!

Leadership 52

Leadership Consulting Financial Customer Experience 52

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Qualtrics

FEBRUARY 6, 2019

Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Who should go: The conference is for anyone in product and there’s an additional leadership forum for leaders with Director, VP, or CPO titles.

2019 33

2019 Management Workshop 2018 33

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. ” Build customer trust by being transparent with your actions on their feedback.

2020 120

2020 Customer Experience Definition Metrics 120

Stella Connect

JUNE 5, 2017

Thomas will discuss how Safelite AutoGlass® brings “unexpected happiness to people’s everyday lives” by focusing on four cornerstones (leadership, focus, talent, and caring) that bring out the best in employees—thus ensuring an outstanding service experience. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. ” Build customer trust by being transparent with your actions on their feedback.

Definition 90

Definition Metrics Customers Customer Experience Management 90

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

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: a customer experience strategy consulting firm.

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10