CX Journey

SEPTEMBER 20, 2016

Cross-functional collaboration and involvement is needed to execute on your customer experience strategy. Breaking down silos means that data and information flow freely across the organization, without any barriers. When those silos exist, a customer’s end-to-end experiences with the organization are fragmented and painful.

Customer Experience 79

Customer Experience Journey mapping Government Chief Customer Officer 79

Peter Lavers

MAY 24, 2018

The digital part should be owned by the head of channels, and the experience part by the chief customer officer, and both should be of the same seniority. Disparate and disconnected data, content and systems have been one of customer experience’s biggest enemies! Customer Data is the new #Marketing Battleground!

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

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

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. I know you might wonder that the data is quite old. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Journey mapping 62

Journey mapping Chief Customer Officer Healthcare Sales 62

ClearAction

JANUARY 14, 2015

29% of B2B firms have established a single view of each customer across divisions and regions; 29% more are just starting this. One in four B2B firms has established processes for connecting data across customers' end-to-end experience with the company; 25% more are just starting this.

Customer Experience 97

Customer Experience B2B Management B2C 97

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

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. times more likely than high performers to lack access to cross-channel journey data.

Management 94

Management Journey mapping Analytics Customer centricity 94

CSM Practice

MARCH 9, 2021

Glint is a People Success Platform that leverages real-time people data to help global organizations increase employee engagement, develop their people, and improve business results. Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

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! That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Swati: What are the big customer experience challenges that CX teams are currently facing? I think another challenge is capturing and quantifying the impact of customer emotion.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

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

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

Amity

JULY 28, 2014

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. — Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

SmartKarrot

JULY 15, 2022

Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. Recent studies have shown that customer-centric companies are 60% more profitable than companies that aren’t. The Top 10 Customer Journey Mapping Tools for CCOs: 1.

Journey mapping 10

Journey mapping Chief Customer Officer Feedback Analytics 10

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. A data analyst? She is the survivor of a botched early-generation "big data mining" operation and is happy to live to tell about it. An insights story teller?

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

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. Targeted outreaches instead of mass data collection can be more effective.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

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

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

DECEMBER 20, 2016

Many important aspects of customer experience have deeply technological implications that cannot be managed by ‘analog’ methods any longer, such as customer segmentation, journey mapping, content personalization, satisfaction scoring, analytics, and one-silo customer data management that underpins it all.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Are we tracking the right things?

Management 52

Management Upselling Accountability Chief Customer Officer 52

SmartKarrot

MARCH 8, 2022

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. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

Answer Dash

APRIL 16, 2019

Each manager interprets the relationship between priorities differently, often contributing to friction between units and to silos of data, systems and people. As explained in the first of this six-part series, CEO’s Guide to Growth through Customer-Centered Management , financials are the cart, and customers are the horse.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76