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.

Information 59

Information 2022 Chief Customer Officer Social Media 59

Alida

OCTOBER 30, 2019

Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Read more about Kelly’s career journey and thoughts on leadership in her recent interview with Authority Magazine.

Chief Customer Officer 187

Chief Customer Officer Magazine 2019 Leadership 187

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. While at McAfee, Jason built a reputation as an industry leader in customer support and operations.

Social Media 59

Social Media Chief Customer Officer Lifetime Customer Feedback 59

CSM Magazine

JULY 24, 2020

Fidaa Chaar, Chief Operations and Customer Officer, Societe Generale. Antreas Athanassopoulos, Chief Customer Officer, Dixons Carphone. Stephanie Waismann, Chief Customer Officer , Barclays Ventures. Carlo Nadella, Chief Customer Officer, Telecom Italia.

Chief Customer Officer 40

Chief Customer Officer Customer Service 2020 Workshop 40

CSM Magazine

AUGUST 30, 2023

. “We’re thrilled to be Avaya’s SLED Partner of the Year — it’s a testament to our shared vision of ‘innovating without disruption’,” said Evan Jones, Chief Customer Officer of Waterfield Tech. “The State, Local, and Education sectors face unique challenges.

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

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

Kerry Bodine

JUNE 7, 2017

To complicate matters, they get lost in the bigger picture of customer interactions and transactions, which makes them nearly invisible to Chief Customer Officers or others trying to manage and improve the customer experience. This post originally appeared in Brand Quarterly magazine. And if not, when?”

Airlines 73

Airlines 2015 Magazine 2014 73

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. He once stated in CEO Magazine that “Millions of people come to our community for advice and tutorials. And that is something worth celebrating!

2022 52

2022 Chief Customer Officer Innovation Connections 52

CSM Magazine

FEBRUARY 9, 2022

Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times. Diane Haluszka, Director Customer Service, PVH Corp (Tommy Hilfiger/Calvin Klein). Laura Hayes, VP Customer Operations, Momentive. Can’t join live?

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

Tricia Morris

JANUARY 25, 2016

Because of increased desire and expectations for 24/7 online or on-device convenience (at scale), self-service, virtual assistants and AI will continue to trend up in customer service. ——————– Download the eBook: 10 Customer Service. But the human touch still has its place.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

CSM Magazine

AUGUST 19, 2021

Amy Shore, Chief Customer Officer, Nationwide. Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Zone President, KraftHeinz. Phil Leininger, SVP – Head of CX, Verizon.

Events 40

Events 2021 Customer Service Chief Customer Officer 40

ShepHyken

JULY 25, 2022

A good employee experience (EX) supports and enhances customer experience (CX) in many ways. My Comment: If you want a good customer experience (CX), the company needs to create a good employee experience (EX). 6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen. Quite a bit.

Article 14

Article 2022 Customer Service Magazine 14

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

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

ProProfs Chat

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. You are an incredible lens into customers, and we love it and we respect it. We bring mutual customer success.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

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.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. You are an incredible lens into customers, and we love it and we respect it. We bring mutual customer success.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Wootric

FEBRUARY 14, 2019

Why we love Blake: She’s a self-described “customer experience futurist”, keynote speaker, author of More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences , and host of The Modern Customer Podcast. Bruce Temkin. And we probably haven’t even got everything covered.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CSM Magazine

AUGUST 22, 2019

Join the America’s biggest brands in their mission to bring customer service to the center of the business. Hear from 40+ customer support, experience and contact center leaders: Global Chief Customer Officer, Johnson & Johnson. Senior Director, Customer Care, Hilton. VP, Returns, Walmart.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

CSM Magazine

DECEMBER 20, 2016

Many important aspects of customer experience have deeply technological implications that cannot be managed by ‘analog’ methods any longer, such as customer segmentation, journey mapping, content personalization, satisfaction scoring, analytics, and one-silo customer data management that underpins it all.

Customer Experience 40

Customer Experience Government Chief Customer Officer 2016 40

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. She is a regular contributor to the Harvard Business Review and Forbes and has been a sought-after writer for publications including Fast Company, Entrepreneur, Knowledge@Wharton, ChangeThis, Seeking Alpha, QSR Magazine, among others.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. She is a regular contributor to the Harvard Business Review and Forbes and has been a sought-after writer for publications including Fast Company, Entrepreneur, Knowledge@Wharton, ChangeThis, Seeking Alpha, QSR Magazine, among others.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CSM Magazine

AUGUST 11, 2021

Jason Grier leads Reputation ‘s customer loyalty and growth initiatives as executive vice president and chief customer officer. Jason is a former senior vice president of Global Support Operations and chief customer officer at McAfee, where he spent more than 10 years. About the Author.

Chief Customer Officer 59

Chief Customer Officer Social Media 2021 Feedback 59

Tricia Morris

JANUARY 11, 2016

In Microsoft’s ten customer service trends to watch this year , general manager Bill Patterson makes the case that employee empowerment (especially around knowledge, insights and mobility) will create an even greater separation between the customer service and customer experience leaders and laggards in 2016.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

CSM Magazine

FEBRUARY 16, 2021

In fact, the company is seeing significant growth in its customer base, making Mingle’s extra muscle and industry expertise a welcome and timely addition. “I am thrilled to welcome Dave Mingle to the Reputation team,” said Jason Grier, chief customer officer at Reputation.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Automotive Social Media 52

CSM Magazine

OCTOBER 13, 2020

For today’s organisations, the outbreak of Covid-19 has created an even greater need to stay open, maintain clear and consistent communication and build deeper long-lasting relationships with customers.

Multi-Channel 59

Multi-Channel Customer Experience Chief Customer Officer Customer Journey 59

CSM Magazine

FEBRUARY 4, 2021

As a result, modern consumers now expect brands to demonstrate loyalty to them, by delivering an enhanced customer experience and meaningful interactions across all touchpoints, making effective customer communications and customer experience (CX) programmes an absolute priority for brands that wish to succeed.

Loyalty 52

Loyalty Consumers Chief Customer Officer Touchpoint 52