Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

JANUARY 14, 2015

Therefore, surveys of B2B practices may understate the actual work being done. Need for a Customer Experience Management Strategy Model. The B2B study indicates that the following basics are the keys to financial and customer experience success : Coordination among managers of CXM methods. Calculation of customer lifetime value.

Customer Experience 97

Customer Experience B2B Management B2C 97

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). As a result, CSMs have had learn to “let things go”.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

Horizon CX

DECEMBER 31, 2018

Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline. While email surveys are without question the most convenient method to collect VoC, there can be significant sample bias and non-response issues.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Answer Dash

JANUARY 9, 2019

I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. The entire company has a customer experience mindset. A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done.

Customer Experience 82

Customer Experience Chief Customer Officer Chatbots Technology 82

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

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Chief Customer Officer Customer centricity Contact Center Technical Support 64