CSM Magazine

AUGUST 19, 2021

Amy Shore, Chief Customer Officer, Nationwide. Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Clairy Moraitou, Global Head of Consumer Insights and Analytics, Zurich Insurance. Meeting Consumer Demands Head On.

Chief Customer Officer 40

Chief Customer Officer Customer Service Benchmark Banking 40

Fonolo

JANUARY 22, 2020

Not only is it a chance to find out what everyone is working on — and hopefully pick up some tips — but it’s also a chance to meet with our peers. Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

ClearAction

MARCH 22, 2024

. — Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. Instill a lifetime value mindset regarding employees, internal customers, and external customers. Apply your expertise in employee and customer listening posts and analytics.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Netomi

FEBRUARY 28, 2022

Describing the structure of the DoorDash Customer Experience (CX) team in an interview with Forrester, she emphasized the importance of multiple teams working together to combine their knowledge and insights. “ Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia. Connect with Erin.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

GetFeedback

JANUARY 19, 2020

Output from Advisor council meeting. Customer service agent notes and messages. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. Best Metric: CSAT.

Surveys 146

Surveys Journey mapping Feedback B2B 146