Beyond Philosophy

MAY 12, 2021

We invited Nancy Porte, Vice president of Global Customer Experience Verint and vice-chair of the Customer Experience Professional Association (CXPA) board, to discuss this research on a recent podcast. Porte shared some of her insight on Verint’s recent study about supporting customer engagement efforts in the post-COVID era.

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Fonolo

JANUARY 14, 2020

And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Top Pick: Creating a winning customer-centric marketing strategy. Jeanne has been helping companies create deeper relationships with their customers for over 35 years. Customer Think.

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Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 65

Chief Customer Officer Contact Center Surveys Customer retention 65

GetFeedback

JANUARY 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. Click here to enlarge map) .

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Surveys Journey mapping Feedback B2B 146

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

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Consulting Consulting Metrics Feedback 126

ProProfs Blog

JUNE 30, 2020

That’s what Simon Sinek discovered when studying these leaders closely. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Books on Customer Service Culture. Goodreads Rating: 4.1/5.

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Answer Dash

SEPTEMBER 14, 2019

I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs.

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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.

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Chief Customer Officer Consulting Consulting Customer centricity 52

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.

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ChurnZero

OCTOBER 13, 2023

In 2001, author and consultant Patricia Seybold could see that technology was having a profound impact on business economics. The customer, she wrote in her book “ The Customer Revolution ,” was in charge. Businesses had to become more customer-centric.

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Chief Customer Officer Benchmark SaaS Customer centricity 52

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: Chief Customer Officer 2.0: Customer Service Culture.

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Customer Service Gamification Consulting Consulting 78

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.

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CX Journey

JUNE 14, 2017

If you're relatively new to this field - let's say you've been on the frontlines for the last couple of years - and want to branch out to consult, my advice to you is this: consultants in this field are a dime a dozen; find your niche, build your brand, and help others understand how you're different and why they should hire you.

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Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

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Customer Experience Chief Customer Officer Customer centricity B2B 79

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customers don’t value your word, which as consultants, is how you effect change to drive success.

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SaaS Chief Customer Officer Upselling Metrics 98

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.

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Chief Customer Officer B2B SaaS Consulting 40

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. Here in the first of two guest posts she shares inspirational case studies from her latest book Would You Do That To Your Mother? Would she be happy with the outcome and experience?

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Chief Customer Officer Customer centricity Education Consulting 40

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

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SaaS Chief Customer Officer Education Consulting 73

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. .

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Amity

JUNE 28, 2017

Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business. Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same.

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Chief Customer Officer Consulting Consulting CRM 60

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

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SaaS Chief Customer Officer CRM Consulting 48

ChurnZero

JULY 9, 2020

At ChurnZero, we created our Admin Academy – a series of live, recurring webinars – to give customers the knowledge and skills they need to configure ChurnZero. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. How do you decide if a customer is the right fit?

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SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Comm100

FEBRUARY 20, 2018

Sixty-one percent have plans to incorporate (or continue incorporating) AI into their customer experience. It’s not just companies – studies show that the majority of customers already accept or even prefer Chatbots. CCW Digital’s Fall Executive Report reveals that 80% of organizations call artificial intelligence “important.”

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Chatbots Contact Center Chief Customer Officer Benchmark 67

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

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Benchmark Surveys Chief Customer Officer Metrics 69

SmartKarrot

DECEMBER 24, 2020

Partner with sales, renewals, and consulting leadership to drive customer business outcomes. Implementing a customer contact plan that keeps Arctic Shores close to its customers and provides opportunities to understand their changing needs, pain points and industry trends. Apply here: [link].

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Chief Customer Officer Customer retention Accountability Coaching 10

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.

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Customer Service Customer centricity Contact Center Consulting 207

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.

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Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. This is a much better way to view customer complaints, right?

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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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ShepHyken

JANUARY 19, 2025

I love that Presidents Obama, Trump, and Biden took the concept of customer/citizen experience seriously enough to sign orders, bring in consultants, and more. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025.

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