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). I tweet about customer focus, leadership, IT, and tech. Connect: @mikeaoki Roy Atkinson Bio:Sr. Tweets are my own.

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! 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

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

OCTOBER 3, 2017

Rowling As you begin your journey, it's going to be important to tell a story about the company, its employees, and its customers: past, present, and future. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization. But, one day. Because of that. Because of that.

Chief Customer Officer 61

Chief Customer Officer Morale Transportation Customer centricity 61

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

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

ClearAction

MAY 26, 2023

What kinds of customer insights are you sharing with managers who are planning new markets, business models, products, mergers and acquisitions, existing and new customers for existing products and markets, and strategies for efficiency and effectiveness? You are collectors of customer insights.

Chief Customer Officer 62

Chief Customer Officer Enterprise Big data Customer centricity 62

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. Having a critical knowledge of customers, and learning from their unique behaviours, therefore, remains fundamental to the success of CX.

Customer Experience 59

Customer Experience Chief Customer Officer Customer centricity Enterprise 59

ClearAction

JULY 28, 2023

If every work group across your firm is expected to show good customer experience progress (for internal and external customers), then your company is on its way to stronger customer-centricity and CX maturity. Your CX team must have skills to foster holistic customer focus across the entire organization.

Customer Experience 62

Customer Experience Chief Customer Officer Finance Customer centricity 62

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. 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.

Management 94

Management Journey mapping Analytics Customer centricity 94

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Twitter: @greg_p_collins Highlight an Agent for great service at your next team meeting, presenting them a funny trophy for their desk (think old bowling trophy from Goodwill). Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

CSM Magazine

AUGUST 19, 2021

Reuters Events: Customer Service & Experience 2021 will be returning to the virtual stage on October 5-6th and the event is committed to showcasing the world’s most customer-centric leaders. Reuters Events: Customer Service & Experience 2021 has assembled an unrivalled speaker faculty.

Chief Customer Officer 40

Chief Customer Officer Customer Service Benchmark Banking 40

CX Journey

JANUARY 26, 2016

That's a true "what the hell is customer experience" culture. what would the customer say? what would the customer say?

Customer Experience 51

Customer Experience Chief Customer Officer Customer centricity Education 51

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

Solvvy

JUNE 12, 2018

The “Make Mom Proud” Standard for How to Treat your Customers. Jeanne Bliss , President, Customer Bliss. This presentation will highlight a simple and timeless approach to measuring customer service interactions. Create a Customer Centric Culture. Wednesday, June 20— 9:05 AM – 9:50 AM.

Chief Customer Officer 48

Chief Customer Officer Consulting Consulting Contact Center 48

Lumoa

JUNE 22, 2021

I truly believe that by focusing on people first- both the customer/user and the employee, fantastic results will present themselves! Today we’re going to talk about democratizing customer experience and diversity in customer experience. Episode Transcript Sofia: Hello and welcome, everyone. I’m Sofia Ohlson.

Customer centricity 78

Customer centricity Customer Experience Feedback Management 78

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

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 Employee engagement 88

ChurnZero

NOVEMBER 8, 2019

While CRMs function as a central repository for your data , they don’t necessarily present this information at the moment s it matters most. How do you break down your programs to achieve maximum benefit for both your customers and your company? This creates a potential for important tasks to slip through the cracks.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

Comm100

FEBRUARY 20, 2018

And, happier agents have a better overall workplace morale, which translates into the quality of customer service. As the report says, “Agents, quite simply, are the gateway to a productive, customer-centric experience.”. Value in Customer Satisfaction. Chatbots can also be used for marketing.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

Amity

JULY 26, 2018

Top applicants who are aware of this change will notice when a company has a broad, unspecific idea of a customer success role in their job description. Applicants will assume the company isn't truly customer-centric and hasn't defined the department well enough.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Customer cohorts set your metric baselines. Is the customer an early adopter, a lagger, or right on track?

Metrics 98

Metrics SaaS Surveys Self service 98

Horizon CX

DECEMBER 31, 2018

As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead. With that in mind, I offer the following observations and insights.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

JANUARY 15, 2021

More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle. Customer Success will grow businesses. Bigger budgets for Customer Success. Irit Eizips , Chief Customer Officer & CEO, CSM Practice.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

SmartKarrot

JANUARY 5, 2021

While all care has been taken to ensure our selection (presented in no particular order) is free of bias, we understand we might have had our blind spots. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Dave Jackson.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Currently, she is the Vice President of Customer Experience at Bugcrowd. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer SaaS Customer centricity Coaching 21

SmartKarrot

APRIL 6, 2021

Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. Increase customer retention Have a customer-centric culture Drive customer behaviour Make customer experience better. Why can’t I use a CRM like I am doing now”?

Chief Customer Officer 18

Chief Customer Officer Upselling Customer retention CRM 18

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Customer cohorts set your metric baselines. Is the customer an early adopter, a lagger, or right on track?

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

Fonolo

JANUARY 22, 2020

Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. Chief Customer Officers USA, Atlanta. Next Generation Customer Experience, Indian Wells. Zendesk Relate, Miami.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. The biggest challenge is aligning the organization towards the goal of customer centricity.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119