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

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

AUGUST 23, 2019

We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Q: In this presentation the mature Customer Success org had of Customer Success Ops role. I would not tie anybody’s pay to NPS.

NPS 40

NPS Customer Success Sales Metrics 40