JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

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).

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . There are dozens of possibilities.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Answer Dash

SEPTEMBER 14, 2019

I strongly encourage you to download this report for further insights that you can use to your advantage while thinking through your company’s journey map and experience. Invest in your CX, and your business will be rewarded with customer accolades and loyalty!

Chief Customer Officer 52

Chief Customer Officer Customer Experience Journey mapping Customer centricity 52

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Maru Group

FEBRUARY 19, 2020

Focus on Customer Centricity and Becoming Agile. Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile. Top 3 Ways for Utility Providers to Become Customer-Centric and Agile. Segment customers and map their journey.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

Peter Lavers

FEBRUARY 20, 2019

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. I would highly recommend that you read it as it’s detailed and packed with insight in seven key aspects of the global CX landscape: CX transformation.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

CSM Magazine

FEBRUARY 4, 2021

As a result, modern consumers now expect brands to demonstrate loyalty to them, by delivering an enhanced customer experience and meaningful interactions across all touchpoints, making effective customer communications and customer experience (CX) programmes an absolute priority for brands that wish to succeed.

Chief Customer Officer 52

Chief Customer Officer Journey mapping Customer centricity Technology 52

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. Over 50% of companies also have a role or team dedicated to journey management or journey analytics. Additionally, many companies are now structuring their organization around customer journeys.

Management 94

Management Analytics Journey mapping Customer centricity 94

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. We just need to become more reasonable. What’s fundamentally changed there?

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

SmartKarrot

MARCH 8, 2022

Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz is the Founder and CEO of CX Journey Inc. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching SaaS Customer centricity 21

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Responsibilities of a CCO.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

OCTOBER 27, 2020

What type of engagement model would you want to maintain with the customers – high-touch or low-touch or tech-touch. After arriving at all this information, you must hire the right candidates for the roles of customer success manager, director of customer success, or even a Chief customer officer.

Journey mapping 10

Journey mapping Chief Customer Officer Metrics SaaS 10

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98