Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future?

2024 178

2024 Banking Advertising ROI 178

CCO Council

JUNE 11, 2014

I am often approached by senior level executives and asked whether their company really needs a chief customer officer. Their idea seems to be that some companies need a CCO and some don''t. Hiring a chief customer officer is not an issue of if, but of when. Every company needs a CCO.

Chief Customer Officer 81

Chief Customer Officer Customer Centricity ROI Culture 81

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). Collaboration between the [.]

Chief Customer Officer 137

Chief Customer Officer Customers Customer Experience CEM 137

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

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

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Surely customer support could help me sort this out. You can try calling back and perhaps another office will have a supervisor.”

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance. and Madrid.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do?

Chief Customer Officer 123

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 123

ShepHyken

DECEMBER 6, 2022

The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. In that interaction, they become the Chief Moment Officer.

Customer Centricity 121

Customer Centricity Culture Leadership Healthcare 121

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? We’ll help you answer the most common questions to determine whether you need a CCO to attain your goals. Definition of a chief customer officer.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. I recently spoke with Guy Nirpaz , CEO and Founder of Totango about this path to organizational and customer success on my podcast.

Chief Customer Officer 183

Chief Customer Officer Leadership Definition Connections 183

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years. by Mary Drumond. Their conclusion?

2021 145

2021 Article E Commerce Customer Service 145

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. Here’s our plan for H2.

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Do they know?

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why? ” (silos!)

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise.

2022 126

2022 White Paper Contact Center Innovation 126

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. If you want happy customers, you need happy employees.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

ShepHyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. Top Takeaways: The fundamentals of customer service start with individual customer interactions.

Hospitality 117

Hospitality Customer Confidence Travel Culture 117

Customer Bliss

MARCH 12, 2019

What’s the State of Customer Experience? Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers.

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership 2018 273

ShepHyken

JANUARY 4, 2022

Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. ” About: Genefa Murphy is the Chief Marketing Officer for Five9.

Virtual Agent 128

Virtual Agent Contact Center 2021 Consulting 128

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Customer centricity requires that your go-to-market functions work in sync. – Jeremy Uteza. It’s a long, complicated, hard transformation.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

ShepHyken

FEBRUARY 5, 2024

How do loyalty programs impact a customer’s purchasing decision? How can companies effectively track and utilize customer data to drive loyalty? What role do customer experiences and rewards play in loyalty programs? True loyalty involves providing unique experiences and benefits to customers.

Loyalty Programs 86

Loyalty Programs Loyalty Fashion Financial 86

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Inbenta

SEPTEMBER 30, 2023

Inbenta adds new Chief Marketing Officer, Head of Experience, and Head of Product DALLAS, September 27, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced the appointment of David Barnhardt to Head of Experience, Janice Diner to Chief Marketing Officer, and Robin Dindayal to Head of Product.

2005 52

2005 2023 Banking Financial 52

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 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 98

2023 Customer Success Chief Customer Officer Customer Journey 98

C Space

OCTOBER 5, 2021

C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team.

Technology 98

Technology Insights 2021 Leadership 98

Experience Investigators by 360Connext

AUGUST 19, 2020

These are the most common definitions, but you’ll often see the initials changed as needed: Sometimes the S may stand for s trategic, the M for m otivating , the A for a ssignable or action-oriented , and so on. A SMIRC Customer Experience Goal is: Social. Customer experience is built on collaboration. Measurable.

Customer Experience 265

Customer Experience Net Promoter Score Measurement NPS 265

West Monroe

FEBRUARY 26, 2024

Featuring Rissa Redan As West Monroe’s Chief Marketing Officer, Rissa Reddan leads a team of more than 30 in corporate marketing, industry marketing, client marketing, and marketing services roles whose work directly influences the firm’s strategy and industry-leading growth rate. Ekta Chopra, Chief Digital Officer, e.l.f

Healthcare 59

Healthcare Hotels Innovation Technology 59

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 133

Customer Experience 2013 2020 Consumers 133

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

ShepHyken

JANUARY 26, 2021

The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents.

Call Center 119

Call Center Contact Center Loyalty Interaction 119

West Monroe

JULY 24, 2023

Featuring Rissa Redan As West Monroe’s Chief Marketing Officer, Rissa Reddan leads a team of more than 30 in corporate marketing, industry marketing, client marketing, and marketing services roles whose work directly influences the firm’s strategy and industry-leading growth rate. What are other industries doing?

B2C 98

B2C Innovation Healthcare Roadmap 98