Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Jim Iyoob Chief Customer Officer??, CCVS Playbook and Planner.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

Serenova

JUNE 16, 2020

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. Chief Customer Officers have been laser-focused on analytics. Provide Career Path.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

Call Center Weekly

NOVEMBER 29, 2017

What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. When it comes to the culture, either the company is completely customer focused or it’s not.

Chief Customer Officer 149

Chief Customer Officer Customer advocacy Feedback Customer Service 149

Sykes

APRIL 29, 2020

As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Question 3: Who Should Be Serving Our Customers? . He can be reached via LinkedIn direct message. .

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

Sykes

APRIL 29, 2020

As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Question 3: Who Should Be Serving Our Customers? . He can be reached via LinkedIn direct message. .

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

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Chief Customer Officer Contact Center Telecommunications Finance 207

TechSee

AUGUST 14, 2023

Passionate about amplifying the voices of other women, Clare launched the ‘Inspiring Women in CX’ podcast during the pandemic, which led her to founding Women in CX , the world’s first online membership community for women in customer experience and technology. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Aspect

MARCH 17, 2020

Contact Center Community –. I have spent the last several days writing, calling and working with customers I have developed relationships with. Behind every Aspect badge is a person, and behind every one of our customers’ badges is a person too. The COVID-19 pandemic is challenging many of our conventions every day.

Chief Customer Officer 124

Chief Customer Officer Airlines Banking Contact Center 124

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. A spell on the frontline helps people get a much better feel for the negatives and positives of the customer experience.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Clarabridge

MARCH 15, 2017

Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold. Bring your contact center into the CX fold.

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Contact Center Customer Experience Chief Customer Officer First call resolution 53

DMG Consulting

DECEMBER 7, 2021

Contact Center Transformation: The Next Act. The contact center world is in the early days of a true metamorphosis, one that is going to impact all aspects of these service departments: people, process and technology. It’s Time to Transform. It’s Time to Transform. if they need to escalate to a live agent).

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

Taylor Reach Group

MARCH 8, 2021

The decision to engage a contact center consultant is not made lightly. One reason a contact center organization calls us for help is that they simply don’t know what to do next. They begin to realize that many contact center issues are universal, and they are not the only ones. By Peg Ayers. Lack of Money.

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Consulting Consulting Contact Center Chief Customer Officer 100

Fonolo

MAY 10, 2018

Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. Whitepaper – Mastering #CX in the Contact Center: 7 Tips to Follow. What’s Inside: Pain Points Across the Customer Journey. Contact Center KPI’s.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA. ICMI Contact Center Expo – May 21 -24, Orlando, FL.

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Contact Center Call Center Customer Experience outsourcing 62

Customer Guru

AUGUST 8, 2018

She is a Customer Experience Expert, Adviser, a global Keynote Speaker and the author of four best-selling books – “Chief Customer Officer”, “I Love You More Than My Dog”, “Chief Customer Officer 2.0”, ”, and “Would You Do That To Your Mother?”

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD.

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

Serenova

DECEMBER 4, 2019

Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data. At the same time, it can alert a supervisor about an upset customer.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

8x8

FEBRUARY 22, 2018

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. “Sure, I can help.”.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Altivon

SEPTEMBER 28, 2017

Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer. Contact Center Optimization.

Healthcare 40

Healthcare Contact Center Chief Customer Officer Multi-channel support 40

JM Robbins & Associates

SEPTEMBER 8, 2018

During the past few months, your contact center has made significant strides in improving customer satisfaction, increasing employee engagement, and delivering on your key performance indicators. When this happened in one of my contact centers, we realized that we had a major problem. You had no idea.

Contact Center 48

Contact Center Chief Customer Officer Employee engagement Customer Experience 48

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @teresaallenJodi Beuder Bio: Marketing and Customer Experience fanatic, speaker, writer.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Calabrio

JUNE 1, 2017

The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Chief Customer Officer 65

Chief Customer Officer Contact Center Surveys Customer retention 65

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. It seems like customers have a voice louder than ever before.

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Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Serenova

APRIL 16, 2019

For example, one of my mentors is a chief operating officer. Because he works outside the contact center, he offers a different point of view than the one I have from my contact center vantage point. I also have a CEO, a chief customer officer and a vice president of finance as mentors.

Contact Center 40

Contact Center Chief Customer Officer Finance Personalization 40

Altivon

JULY 23, 2020

We are excited to announce our new partnership with Altivon, as they are passionate contact center experts who design flexible contact center solutions for today’s objectives and tomorrow’s evolving needs. Altivon is a Genesys Gold Partner, with a large base of PureConnect and Genesys Cloud customers.

Chief Customer Officer 52

Chief Customer Officer contact center solutions Contact center software Contact Center 52

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why Talkdesk?

Chief Customer Officer 56

Chief Customer Officer SaaS Customer centricity Contact Center 56

Serenova

JUNE 16, 2020

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. Chief customer officers have been laser-focused on analytics.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

Contact Center Geek

MARCH 7, 2018

As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. One thing that is still very common is the practice of putting most of the metric goals on the backs of the front line contact center team members.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

Contact Center Pipeline

JANUARY 31, 2023

Our Advisory Board offers their insights on trends we should expect to see for our centers throughout this new year. Our top 5 posts for January are set to start us off on the right foot for 2023. Meanwhile, Vasili guides us through finding the right balance of AI and human capabilities for the best […]

Chief Customer Officer 37

Chief Customer Officer Cloud contact Personalization Contact Center 37

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why Talkdesk?

Chief Customer Officer 52

Chief Customer Officer SaaS Customer centricity Contact Center 52

Talkdesk

APRIL 3, 2020

The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace.

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Chief Customer Officer B2C Government Contact Center 58