Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. He currently serves as a director on the board of the Delta Hospital Foundation, and until recently served as vice president of Kids Up Front Vancouver.

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CX Accelerator

JUNE 8, 2020

Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. That means you never hear from 70-80% of customers. Interview customers.

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Social Media Contact Center Call Recording Voice of Customer 345

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

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2023 Customer Service Contact Center Customer Centricity 207

SurveySensum

JULY 14, 2020

She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. The below-given list is a general list and is irrespective of any ranking or order.

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2020 Customer Experience Magazine Consulting 132

ShepHyken

FEBRUARY 4, 2020

Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development. Very few companies take the customer experience into consideration when designing new products. The Voice of the Customer.

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E Commerce Culture Customer Centricity Customer Voice 128

CSM Magazine

JANUARY 27, 2023

When a board comes together for a meeting, it is essential to ensure it is productive, efficient, and leads to the intended results because board committees have demanding workloads. What is Board Portal? Check more information about the board portal at [link] What is File Sharing?

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Document Government Reference Healthcare 52

Lumoa

DECEMBER 17, 2021

I’m confident that, together, we will accelerate Lumoa’s growth to fulfill our mission of empowering every individual in any organization to make the right decisions based on voice of the customer data” Johanna Sinkkonen, the member of the Board of Lumoa comments: ”My journey at Lumoa has been incredible.

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Customer Bliss

JANUARY 25, 2019

But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program. Every year they conduct an NPS study, they started an advisory board for one of the customer segments, and are chartering key initiatives for improving CX in 2019.

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Leadership Roadmap NPS Employee Experience 157

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Who Makes Up a Customer Success Team? In baseball, the success of the team starts with the right coach.

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Customer Success Chief Customer Officer 2021 Sports 126

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. NPS always does well when put in a context beyond its basic questioning of “How likely is it that you would recommend [Company] to a friend or colleague, and why?” Sometimes, you get forced.

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Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. NPS always does well when put in a context beyond its basic questioning of “How likely is it that you would recommend [Company] to a friend or colleague, and why?” Sometimes, you get forced.

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Customer Success NPS Metrics Net Promoter Score 97

ShepHyken

JUNE 20, 2023

Miller eventually bought tickets, and Scott Anderson, managing director of the games, promised it wouldn’t happen again. A Puerto Rican family traveling from the United States to Puerto Rico was denied boarding a plane because their infant child did not have a U.S. There is a happy ending to the story.

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Customer Service Customer Service Training Travel Entertainment 67

Optimove

JUNE 6, 2023

This is why we’re delighted to announce the addition of top-tier serial entrepreneur Stephan Dietrich to our Board of Directors as an independent, non-executive member. Under his leadership, the company more than quadrupled its revenue in five years, and he was instrumental in defining the Marketing Cloud category. 

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Alida

MARCH 27, 2018

As CMO, chief commercial officer and board director, Michael is renowned and respected for his role in leading and shaping the direction of the Mandarin Oriental Hotel Group for the past 26 years. ” -Michael Hobson, CMO, chief commercial officer and board director, Mandarin Oriental Hotel Group . .

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Brands Hotels Rewards Programs Insurance 124

Uniphore

JANUARY 4, 2022

Board of Directors. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI. Speech Analytics. Our Mission. Testimonials. Get a Demo. Get a Demo. Conversational AI Platform. Analyze Analytics and insights from 100% of interactions across all channels. Learn More. Days Hours Minutes Seconds. Learn from Industry Experts.

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2022 White Paper Contact Center Innovation 126

West Monroe

JANUARY 23, 2022

Isn’t it time for the board to also change? Everyone has to operate with a digital-first mindset—and that includes the board. Standard board processes, protocols, and leaders that served the organization well in the past may not be the right ones for the future. The boardroom needs a new blueprint.

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Government 2012 Technology Innovation 52

Gainsight

MARCH 7, 2022

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . And now, we’re seeing more and more companies recognize that neither team can drive success by themselves.

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Customer Success Roadmap Chief Customer Officer Feedback 103

CSM Practice

DECEMBER 7, 2020

.— Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success.

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Chief Customer Officer Consulting Customer Success Customer Centricity 81

CSM Magazine

MARCH 22, 2021

Odds are your company has at least some form of an appeasement program. While pleasing customers and appeasing disgruntled ones is nothing new, the impact dissatisfied clients can have has been greatly magnified by social media, message boards and websites created for the sole purpose of sharing customer experiences. Contain the fire.

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Social Media Customer Satisfaction Customers Customer Service 105

Topdown

NOVEMBER 2, 2020

The most important person to a company or organization isn’t the CEO or any of the C-suite executives; it’s not even the chairman of the board of directors or even the majority stockholder. The most important person to any company or organization is the individual end-consumer.

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Alida

JANUARY 26, 2017

The company is engaging with fans now to exceed their expectations by the time the new stadium opens. In a recent webinar hosted by the National Sports Forum , Kevin Schohl, director of business analytics at AMB Sports & Entertainment, shared how the company uses fan insight to create and deliver the ultimate in-stadium experience.

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Sports Entertainment Webinar Guest Experience 174

Customer Bliss

OCTOBER 3, 2019

In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. Such a large undertaking, of course, requires leadership to be on board. How does the diversity of your team affect their output and synergy? Click To Tweet.

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Culture Customer Experience 2002 Retail 147

Gainsight

MARCH 12, 2024

These questions, plus more, were answered by Riccardo Composto, Senior Director of Customer Success at Sitecore , during our recent webinar, Transforming CS Into a Lead Gen Powerhouse. The more these two departments can collaborate and prioritise CSQLs, the more revenue your company can generate. Not a simple “check-in.”

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Gainsight

JANUARY 31, 2022

This situation is especially true when the company is in hyper-growth and introducing specialized customer success technology. For Gainsight, one of the best examples we have seen of a company successfully incorporating CS as an ethos and a technology in a time of hyper-growth is Totaljobs. A Unique MarketSpace. The Story Begins.

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Customer Success E-support Advertising Sales 95

CSM Magazine

APRIL 28, 2021

Dixa is backed by Notion Capital, Project A Ventures and SEED Capital, and is building on its recent $15m acquisition of Australian knowledge management platform Elevio by appointing Thomas Hansen, Chief Revenue Officer at UiPath, to its board of directors. Thomas Hansen, Dixa. Scott Sinatra, Dixa.

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Customer Service Marketing E Commerce Customer Experience 52

Totango

OCTOBER 25, 2022

In this way, achieving your customers’ success is the key to realizing your company’s success. Customer success teams consist of three main functional tiers: Executives who set CS department goals and policies and coordinate with other parts of your company. What Is Customer Success?

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Customer Success Chief Customer Officer Customer Centricity Sales 93

Education Services Group

JANUARY 18, 2022

To illuminate your team’s effect on strategic expansion, we suggest wielding a mighty metric that packs a real punch – one that even Wall Street uses as a shorthand way to evaluate the health and vitality of a company. The only CS metric your board of directors cares about. Renewal rates? Topline revenue growth and NRR.

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Metrics Customer Success Financial Leadership 52

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. Hey, everyone. Thank you for joining me on this episode of the People-First Culture Podcast. If you are new to the podcast, welcome. There is no golden rule. Two is too little.

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Hospitality Customer Experience Banking Sports 60

SaleMove

APRIL 3, 2020

We started off with a rebrand (from SaleMove to Glia), secured $20M in funding, received many awards and industry recognition via both Gartner and Forrester reports, and expanded each and every team across the company. The post Phil Sorgen Joins Glia Board appeared first on Glia Blog | CX Explained.

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2019 Blog Customer Service Marketing 52

West Monroe

JANUARY 23, 2022

Isn’t it time for the board to also change? Everyone has to operate with a digital-first mindset—and that includes the board. Standard board processes, protocols, and leaders that served the organization well in the past may not be the right ones for the future. The boardroom needs a new blueprint.

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Government 2012 Technology Innovation 40

Bill Quiseng

MARCH 26, 2022

And just 5 years later, I was fortunate to serve as the opening director of services for Marriott’s 100 th property, the Maui Marriott Resort, the first in the state of Hawaii. Serving many years as a Board member of General Motors, he had visited often when it was a Ritz-Carlton. On opening day, Mr. Marriott welcomed all of us.

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Hospitality Hotels Leadership Management 78

Customer Bliss

AUGUST 15, 2017

Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement. Annette is the Group Customer Experience Director for the Thomas Cook Group. Episode Overview. About Annette.

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SurveySparrow

JUNE 1, 2023

Organizations are increasingly realizing the benefits of feedback in encouraging employee development, growth, and collaboration in the rapidly evolving workplace. Therefore, multi-rater feedback, commonly referred to as 360-degree feedback, has emerged as a potent feedback technique. What is Multi-Rater Feedback?

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ShepHyken

MARCH 22, 2019

Every aspect of a customer’s interaction with a company, product, or service affects the user’s perception and loyalty; by harnessing new technologies, cutting-edge companies are changing – and improving – the way they approach customer and user experience. By the end of 2019, 2.7 John Boccuzzi Jr.

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Blog Customer Experience User Experience Technology 106

Customer Bliss

NOVEMBER 8, 2018

Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. It was a company which was already well-received in the industry and he worked with a highly-skilled team. Focus on the Customer Value. Think about the Long-Term Gains.

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ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. If you replied, “Customer Success Director or above,” you’re not prioritizing your team by spending valuable leadership time on administration when it should be used to build your team’s strategy and remove obstacles in their way.

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Customer Success Metrics Leadership Customer Retention 80

ChurnZero

SEPTEMBER 15, 2020

BIG RYG’s opening session features the CEOs of companies that are redefining the future of Customer Success, engagement and experience. Speakers include: Kassie Anderson, Director of Client Success, Grubhub. Amanda Ingraham, Director of Customer Success, 15Five. Amanda Ingraham, Director of Customer Success, 15Five.

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Events Customer Success Presentation Interaction 59