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

CX Journey

SEPTEMBER 20, 2016

NewVoiceMedia proposed some solutions for breaking down the silos, including hiring a Chief Customer Officer (CCO), who will lead and oversee customer experience efforts across departments, business units, and the entire company. Journey maps.

Customer Experience 79

Customer Experience Journey mapping Government Chief Customer Officer 79

Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. 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

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! See [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

Interactions

SEPTEMBER 13, 2024

His focus on creating digital-first, customer-centric experiences has led to improved customer engagement across multiple channels. Shawn Henley – Chief Customer Officer at DraftKings Shawn Henley has been a force behind DraftKings’ award-winning customer service programs.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

His focus on creating digital-first, customer-centric experiences has led to improved customer engagement across multiple channels. Shawn Henley – Chief Customer Officer at DraftKings Shawn Henley has been a force behind DraftKings’ award-winning customer service programs.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

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

360Connext

MARCH 8, 2018

How a company goes to market and the way they plan and execute their marketing plays a significant role in the customer experience, whether or not it is formally defined as a marketing responsibility. Let the customer journey be your guide. One of the best marketing planning tools is an end-to-end customer journey map.

Marketing 63

Marketing Journey mapping Chief Customer Officer Advertising 63

ClearAction

JANUARY 14, 2015

Trendy Customer Experience Management. In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. SunGard: Chief Customer Officer as Change Agent.

Customer Experience 97

Customer Experience B2B Management B2C 97

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

CustomerSuccessBox

DECEMBER 24, 2021

It basically ties back to the earlier point of establishing a clearly defined customer journey. The most effective way to understand the touchpoints that your firm has with your customers is through the process of customer journey mapping. It should ideally start from the point of view of customers.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

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

CSM Practice

MARCH 9, 2021

Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers. Glint’s Customer Success Team brings extensive experience and a successful track record of implementing employee engagement programs at many of the world’s leading enterprises.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

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

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

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Journey mapping 52

Journey mapping Chief Customer Officer Customer Experience Sales 52

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

JustCall

MARCH 8, 2023

Jeanne Bliss Principal Co-founder, Customer Experience Professionals Association (CXPA) Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers. Follow Sue on LinkedIn 7. Follow Emilia on LinkedIn 8.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 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.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Pointillist

MAY 19, 2020

“ Lynn Hunsaker, CCXP, PCM Chief Customer Officer ClearAction Continuum NPS, CSAT and CES are the Most Frequently Captured Customer Experience Metrics The majority of organizations (95%) collect customer feedback data.

Management 94

Management Journey mapping Analytics Customer centricity 94

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

Eptica

MAY 30, 2018

The growing CEO focus on CX As Thompson explained, senior management clearly understands the importance of CX – 67% of companies say they now compete mostly or completely on their customer experience. So, how can brands deliver the customer experience that consumers require? This will rise to 81% in just two years.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

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

Maru Group

FEBRUARY 19, 2020

They discussed understanding customer needs in relation to Distributed Energy Resources (DERs). Customer journey mapping is also an important tool for utility providers, as it ensures new programs and initiatives are achieving consumer goals. By working together, potential issues can also be addressed in advanced.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

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

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . What does the expectation from the customer look like? Then align those and do journey mapping or customer experience mapping.

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Coaching 52

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

CX Journey

NOVEMBER 6, 2014

Is yours a standalone, office of the Chief Customer Officer organization or bundled within another function like marketing, general business intelligence, or customer support? customer experience voc voice of customer' Terrain Knowledge Q. How many employees work for your organization?

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

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

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. In some cases, the two roles might be combined though.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

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 Chief Customer Officer Government 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!

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

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.

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 SaaS Metrics 10

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. This will be easier for the quicker fix issues.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123