Beyond Philosophy

MAY 12, 2021

She thinks using it to ensure the right people are available for customers when they need them is an excellent way to serve customers and the organizations’ need for operational efficiency. AI and predictive modeling create a much better world for customers, which is the point, after all.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Amanda is a highly experienced customer experience consultant, adviser, and writer.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Create a customer-centric culture.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Nicereply

MARCH 23, 2021

Sarah Betts – All around wonderful person and support human at Olark, Sarah writes about her considerable experience helping customers on the Olark Blog. Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title). Help us learn from you Bill!).

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 97

Chief Customer Officer Customer centricity Metrics Sales 97

Toister Performance Solutions

FEBRUARY 4, 2020

Customer Experience futurist, Blake Morgan, recently wrote an article for Forbes titled, " The Case Against a Chief Customer Officer." Unfortunately, data and examples were slim. So I decided to find some data, or at least a few examples, that could answer whether having a CXO makes sense.

Chief Customer Officer 82

Chief Customer Officer Customer centricity Advertising Government 82

Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Customer obsession. Customer focus. In 2022, all companies need to take a radically customer centric approach.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Personalization 52

C3Centricity

MAY 11, 2020

It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric. One easy way to do this is to ask this question at the end of every meeting: “what would our customers think of the decision we just made?” Embrace T he Data.

Customer centricity 98

Customer centricity Chief Customer Officer CRM Sales 98

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

ChurnZero

JANUARY 13, 2023

As more mundane tasks are automated by machine learning and AI, people have increasingly more time to devote to developing relationships with customers. With its ability to comb through big data sets like email faster and more accurately than humans, AI will help more product teams maintain product-market fit.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Orgs need seamless integration of customer data across channels in hands of employees that need this data — @Natasha_D_G.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Totango

MARCH 26, 2019

Executive founding members of the Totango CAB include: Dilip Kumar, COO, Group Services, Dimension Data. Sunil Desai, SVP Client Success, Group Services, Dimension Data. Keith Strodtman, SVP Cloud Customer Success, SAP. Diana Chong, Head of Customer Success, Google Cloud – Chrome, Google.

Chief Customer Officer 15

Chief Customer Officer Customer centricity Enterprise Best practices 15

Totango

OCTOBER 25, 2022

The tiers of a SaaS company’s customer success team structure may have a variety of roles. Digital Success Manager : This is a specialized hybrid CS and IT role responsible for maintaining your customer success software, integrating it with your customer journey, and managing software functions such as tracking customer data.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

CX Journey

FEBRUARY 5, 2015

This will come in the form of education, skills training, support, enhanced data, expanded partnerships, and a new focus on innovative design skills and talent.” At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ClearAction

MARCH 22, 2024

Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.” “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why? ” (silos!)

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Eptica

AUGUST 19, 2020

However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. By making this group responsible for the entire customer experience it provides focus to CX initiatives, and the resources to drive deep and lasting change. Done right, this produces a virtuous circle.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time.

Journey mapping 91

Journey mapping Banking Chief Customer Officer Customer centricity 91

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

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

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

Chief Customer Officer 51

Chief Customer Officer Customer centricity Best practices Enterprise 51

Pointillist

MAY 19, 2020

As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment. Additionally, many companies are now structuring their organization around customer journeys.

Management 94

Management Journey mapping Analytics Customer centricity 94

Vcaretec

JUNE 6, 2022

#Customer Service, Customer Experience, CRM Cloud. Connect: @AnnaSabryan Greg Sherry Bio: Software marketing VP | Tweet about Marketing, Customer Service, Customer Experience, Analytics, Big Data. Blog @commbetterblog Customer Service, Customer Experience, Customer Satisfaction. corporations.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Interactions

SEPTEMBER 13, 2024

Allegra Pedretti – Executive Director, Customer Experience Measurement at CVS Health A specialist in CX measurement and competitive benchmarking, Allegra Pedretti brings her customer experience expertise to CVS Health.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

Allegra Pedretti – Executive Director, Customer Experience Measurement at CVS Health A specialist in CX measurement and competitive benchmarking, Allegra Pedretti brings her customer experience expertise to CVS Health.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

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! The opportunities and challenges are immense and are driving the tremendous pressure executives face as they work to accelerate the way their organizations operate and deliver value to customers and to the business.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

ChurnZero

SEPTEMBER 11, 2020

As the Head of Customer Success and Product, I can tell you that you needn’t go searching for an alternate universe to see these functions work in (im)perfect harmony – we’re keeping it real here. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

GetFeedback

JANUARY 19, 2020

Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Indirect or inferred feedback from analyzing customer interaction data. Frontline employee feedback, because workers see first hand what’s going on, even if the customer doesn’t take time to give feedback.

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Mindtouch

JUNE 12, 2019

However, according to Harvard Business Review , 81% of all customers attempt to take care of matters themselves before contacting a live representative. For example, recently T-Mobile spent millions on their Rainn Wilson campaign telling their customers they would not get the standard, awful IVR experience anymore, but a live agent.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

ClearAction

MAY 26, 2023

Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. Data mining technologies abound, and this should be your top interest in CX tech investment. CMOs and CCOs are in a powerful position to shape growth, customer-centricity, and enduring differentiation.

Chief Customer Officer 62

Chief Customer Officer Enterprise Big data Customer centricity 62

CSM Magazine

FEBRUARY 9, 2022

Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times. Diane Haluszka, Director Customer Service, PVH Corp (Tommy Hilfiger/Calvin Klein). Laura Hayes, VP Customer Operations, Momentive. Can’t join live? I hope you can join us!

Chief Customer Officer 52

Chief Customer Officer Customer Service Customer centricity Consulting 52

Pointillist

JUNE 5, 2019

High Performers Succeed With a Data-Driven, Journey-based Approach to CX “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences. To get the full picture, you also need to understand actual customer behavior.

Management 89

Management Analytics Chief Customer Officer Metrics 89

CSM Magazine

OCTOBER 13, 2020

For today’s organisations, the outbreak of Covid-19 has created an even greater need to stay open, maintain clear and consistent communication and build deeper long-lasting relationships with customers. Considering customer journeys. Barriers to progressive change. A cohesive ecosystem.

Customer Experience 59

Customer Experience Chief Customer Officer Customer centricity Enterprise 59

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Your CX data must inform your entire organization.

Customer Experience 62

Customer Experience Chief Customer Officer Finance Customer centricity 62