JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

FEBRUARY 27, 2017

The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Chief Customer Officer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

Beyond Philosophy

MAY 31, 2016

They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go. Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

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Customer Experience Chief Customer Officer Consulting Consulting 130

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

CSM Magazine

AUGUST 11, 2021

Unfortunately, many brands still are either unable or unwilling to take the proper steps to listen to the customer and therefore improve the customer experience. Jason Grier leads Reputation ‘s customer loyalty and growth initiatives as executive vice president and chief customer officer.

Chief Customer Officer 59

Chief Customer Officer Feedback Consulting Consulting 59

Mindtouch

APRIL 17, 2017

This list lets the world know what the industry as a whole is thinking. We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Follow them online to get the latest insights on industry trends.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

Chief Customer Officer 40

Chief Customer Officer B2B SaaS Consulting 40

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Nils Vinje.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Beyond Philosophy

MAY 12, 2021

All these factors together—the changes in customer expectations and behaviors, the digital transformation disruption, and workforce changes—accelerated the intensity of challenges facing businesses this year. However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing.

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Chief Customer Officer Analytics Technology Surveys 221

Enghouse Interactive

JULY 15, 2020

Five-time Chief Customer Officer Jeanne Bliss is an industry expert in customer-centric leadership and a noted author and speaker. The book is based on the simple idea that you need to take how you are treating customers personally if you want to elevate the experience.

Chief Customer Officer 40

Chief Customer Officer Customer centricity Education Consulting 40

Answer Dash

JUNE 27, 2018

Here are 6 most important customer service lessons I've learned during my career as a CCO in numerous enterprise ventures. You will find these lessons amazingly helpful if you are also a major in customer service industry. Leading a customer experience transformation is a lot of work! Let's begin!

Chief Customer Officer 63

Chief Customer Officer Customer Experience Customer centricity Consulting 63

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 49

Chief Customer Officer Airlines Customer Service Personalization 49

Kristina Evey

JANUARY 15, 2019

Leadership Book clubs – pick a CX book – Outside In, Chief Customer Officer 2.0, Hire a consultant or trainer to outline the concept and perhaps begin to guide your company in the beginning. We know that the big topics these days are about the companies that are disrupting the status quo of their industry. *

Customer Experience 59

Customer Experience Chief Customer Officer Consulting Consulting 59

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. At CSM Practice we vanguard the effectiveness of customer communication which leads to customer success by providing professional consultations and remarkable training.

Chief Customer Officer 52

Chief Customer Officer Analytics Customer centricity Consulting 52

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. At CSM Practice we vanguard the effectiveness of customer communication which leads to customer success by providing professional consultations and remarkable training.

Chief Customer Officer 52

Chief Customer Officer Analytics Customer centricity Consulting 52

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Chelsea Krost is a self-named Millennial spokesperson and brand consultant.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year. Marley Wagner , Sr.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CustomerSuccessBox

FEBRUARY 27, 2019

For Small Companies: In small companies or in companies where the customer success division is in the early stages, a customer success leader should directly report to the CEO or COO. Should Customer Success report to Sales? Some early stage companies put the customer success department under sales.

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Upselling Chief Customer Officer SaaS Sales 65

CX Journey

JUNE 14, 2017

and spoken at industry events. Get/have client-side experience Being on the vendor side and getting consulting experience in this field is awesome. It's great to not only have CX experience on the client side but to also have had some cross-functional experience and to have experience across multiple companies and industries.

Chief Customer Officer 57

Chief Customer Officer Education Consulting Consulting 57

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Altivon

SEPTEMBER 28, 2017

The webinar, titled “ Re-Tool the Contact Center for Better Patient Experience ”, presented an overview of issues facing the industry and its customers, as well as new technologies and best practices that can help address these issues. Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer.

Healthcare 40

Healthcare Contact Center Chief Customer Officer Multi-channel support 40

Education Services Group

APRIL 16, 2021

What is the ESG Customer Success Maturity Model? And TSIA agrees that a fundamental building block of Customer Success is having a proactive CS leader reporting to a higher-level executive team, ideally one in charge of customer growth like a Chief Customer Officer.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

Solvvy

JUNE 12, 2018

AI, Bots and Humans – The Future Customer Journey is Here. Jim Whatton , VP Solutions Consulting, Genesys. Chas Bowman , Senior Technical Sales Consultant, Genesys. We all know that technology is changing the customer experience landscape. Jason Bradshaw , Chief Customer Officer, Volkswagen Group Australia.

Chief Customer Officer 48

Chief Customer Officer Consulting Consulting Contact Center 48

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. Jeanne Bliss. Rick Adams.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. If it does not make sense, due to the question being inappropriate for the business or industry, I would say 0!

Consulting 126

Consulting Consulting Metrics Feedback 126

ChurnZero

DECEMBER 29, 2020

Customer Success vs. Sales. Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Talkdesk

FEBRUARY 5, 2021

Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. Retailers saw the impact of change differently, but according to McKinsey , the industry experienced roughly 10 years of digital growth in about three months.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87