Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Few companies have a Chief Customer Officer.

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Chief Customer Officer Contact Center CRM Call Center 195

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).

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Chief Customer Officer Customer Service Consulting Consulting 141

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0:

Journey mapping 71

Journey mapping Chief Customer Officer Education Engineering 71

JustCall

MARCH 8, 2023

She has worked as a senior-level customer service executive at a Fortune 100 company and is now a keynote speaker, author of two books, guest lecturer at Columbia University, and adjunct faculty at the Rutgers executive education MBA program. Follow Sue on LinkedIn 7. Follow Emilia on LinkedIn 8. Follow Melinda on LinkedIn 11.

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Chief Customer Officer Consulting Consulting Customer centricity 52

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.

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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. Another challenge for customer experience teams is figuring out how to move forward and build momentum after they’ve created their first customer journey map.

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Journey mapping Customer Experience Chief Customer Officer Metrics 40

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.

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Chief Customer Officer SaaS Best practices Journey mapping 52