Answer Dash

JANUARY 9, 2019

With that in mind, here are my five predictions of things to look for in customer experience in 2019: 1. Companies Realize No One Can Own Customer Experience It’s ridiculous for companies to give lip service to customer experience by simply assigning a few people to it and thinking they’re done.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. What changes in CX are in store for 2019: I think we are hitting a plateau in CX to some extent. Perhaps during 2019 we’ll see a bit of “back to the future” for collecting VoC—people talking to people.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. December 27, 2019. This blog is a summary of those findings.

B2B 52

B2B B2C Surveys Metrics 52

ChurnZero

NOVEMBER 19, 2019

ChurnZero Named in Northern Virginia Tech Council 2019 Tech 100 Honorees. ChurnZero was recognized as a Tech 100 Company and our Chief Customer Officer, Abby Hammer, was named a Tech 100 Executive. . One hundred tech companies and 25 executives comprise the 2019 NVTC Tech 100 awards list. event=BANQUET16.

Calibration 10

Calibration Chief Customer Officer Government Consulting 10

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

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. .

Chief Customer Officer 80

Chief Customer Officer Sales SaaS Customer centricity 80

Pointillist

MAY 19, 2020

. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Approximately one third of CX team leaders report that they obtained an increase in their CX budgets from 2019 to 2020, while nearly half said their budget stayed the same. “ Ian Golding, CCXP Founder and CEO Customer Experience Consultancy Ltd.

Management 94

Management Analytics Journey mapping Customer centricity 94

ChurnZero

NOVEMBER 8, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? Looking for a takeaway to share with your boss or executive team on this topic?

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. 06:24 – Irit explains her expectations during 2019 and Q1 2020. 17:20- Diane highlights customer and relationship-centeredness.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . No worries if you missed the webinar, you can view it on-demand here.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? I hope you can join us in October 2020. You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ChurnZero

OCTOBER 25, 2019

It is time to boldly revamp your onboarding process to instead focus where your customers struggle the most – developing the capacity to drive internal success on their own. How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Customer Success operations planning. Director of Customer Success, Sendoso.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. You have to have Implementation Consultants.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Do you have any vendors that are in this network, consultants that are in this network? She got me started with “Chief Customer Officer 2.0”.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Do you have any vendors that are in this network, consultants that are in this network? She got me started with “Chief Customer Officer 2.0”.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

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)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

CX Global Media

JULY 10, 2019

Jim Iyoob Chief Customer Officer??, Learn the importance of the right combination of people and software when managing agent performance and customer experience. In 2018 and 2019, Roger served as a judge for the Stevie Awards for the customer service and sales category and evaluated over 120 nominations.

Contact Center 120

Contact Center Morale Coaching Analytics 120

Netomi

APRIL 7, 2023

The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm. Sure, you can hire a customer service leader consultant , but if you are looking for the best in-house operators, you’ve come to the right place.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52