ClearAction

MARCH 22, 2024

Instill a lifetime value mindset regarding employees, internal customers, and external customers. Apply your expertise in employee and customer listening posts and analytics. The Chief Customer Officer must drive customer-centricity companywide via influence. 1 2021 CX Day: CX is a Team Sport.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

ShepHyken

DECEMBER 26, 2016

This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

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. Customer analytics. Connected CX journeys. Digitalisation. Robotics and AI. Technology enablement. Employee experience and workforce optimisation.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. We are starting to see companies develop promotion paths for them to move into marketing, product development, CX analytics or contact center supervisory roles. Chief Customer Officers have been laser-focused on analytics.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ChurnZero

MAY 15, 2024

“Being a good customer leader used to be primarily about human relationships: the emotional intelligence-driven aspects of customer work and people management on fast-growing teams,” says Abby Hammer, ChurnZero’s chief customer officer and chief product officer.

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

SmartKarrot

JULY 15, 2022

Heap is a no-code product analytics tool that can help process organizational data about how customers use your product or service as well as extensively track each stage of the customer journey and overall user experience. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Journey mapping 10

Journey mapping Chief Customer Officer Feedback Analytics 10

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Peter Lavers

JANUARY 30, 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. Customer analytics. Connected CX journeys. Digitalisation. Robotics and AI. Technology enablement. Employee experience and workforce optimisation.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. She is known globally for transforming businesses.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. We are starting to see companies develop promotion paths for them to move into marketing, product development, CX analytics or contact center supervisory roles. Improve Agent Technologies. Agent Toolkit.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

Netomi

FEBRUARY 28, 2022

Describing the structure of the DoorDash Customer Experience (CX) team in an interview with Forrester, she emphasized the importance of multiple teams working together to combine their knowledge and insights. “ Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia. Connect with Erin.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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 Emilia on LinkedIn 8.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Beyond Philosophy

MAY 12, 2021

By planning how to use the technology available and an empowered workforce and including analytics, leaders can address these concerns. Organizations can understand the customer better and react faster to what they need. ” These silos are detrimental to Customer Experience. However, all the news wasn’t bad.

Analytics 221

Analytics Chief Customer Officer Technology Surveys 221

Altivon

JULY 23, 2020

Altivon has a proven track record of tailoring every solution to the needs of their customers which makes eMite, a leader in contact center analytics, a natural fit. Altivon is a Genesys Gold Partner, with a large base of PureConnect and Genesys Cloud customers.

Chief Customer Officer 52

Chief Customer Officer contact center solutions Contact center software Contact Center 52

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. This all begins in 2024.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Tethr

AUGUST 31, 2018

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s marketing professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls.

Chief Customer Officer 48

Chief Customer Officer Analytics Marketing Sales 48

Tethr

JULY 30, 2018

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s sales professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls.

Chief Customer Officer 48

Chief Customer Officer Analytics Sales 48

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Data & Analytics Are Important, But Don’t Forget Storytelling When Connecting With Customers. ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA. Jim Bass (@JimBassCX) February 6, 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

DMG Consulting

DECEMBER 7, 2021

The customer-facing resources in contact centers need intelligent automation and tools to deliver an outstanding and personalized experience to every individual in every interaction, and they deserve a title that better reflects their importance and contribution to the brand.

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

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

Peter Lavers

JULY 7, 2015

Hiding behind systems problems/delays instead of engaging the customer. Not getting ‘too clever’ with analytics (c.f. What ‘obsessing’ about the customer meant? Do we “earn the right to be the customer’s first choice? Zappos “walking away” from 25% of its business because of its clear strategy. Enablers Layer.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

Altivon

MAY 31, 2020

Our Chief Customer Officer Frank Tersigni recently visited with Jim Burton on the BC Strategies podcast. Analytics can do so much more than historical reporting. When applied in the moment, analytics can predict the outcome of an interaction. The conversation was wide ranging and well worth the listen.

Chief Customer Officer 52

Chief Customer Officer Cloud contact contact center solutions Contact Center 52

CSM Magazine

AUGUST 19, 2021

Amy Shore, Chief Customer Officer, Nationwide. Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Clairy Moraitou, Global Head of Consumer Insights and Analytics, Zurich Insurance. Zone President, KraftHeinz.

Chief Customer Officer 40

Chief Customer Officer Customer Service Benchmark Banking 40

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

CX Global Media

JULY 10, 2019

Jim Iyoob Chief Customer Officer??, Learn the importance of the right combination of people and software when managing agent performance and customer experience. EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure. Customer Success Leader, Gridspace. Etech Global Services.

Contact Center 120

Contact Center Morale Coaching Analytics 120

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

Netomi

JUNE 18, 2023

Customer centric companies remove friction, preemptively solve problems and meet customer needs in unique ways. In an indication of the shift away from price focus and product focus to customer focus, the role of the Chief Customer Officer has been one of the fastest-growing.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

Call Journey

OCTOBER 20, 2018

Call Journey and Genesys partner up to transform customer experience with conversation analytics. The partnership allows customers of Genesys to access Call Journey’s powerful speech analytics engine – Emotive Voice Streams (EVS) via the newly opened AppFoundry platform. Find out more on Genesys PureClou d.

Chief Customer Officer 45

Chief Customer Officer Engineering Analytics Enterprise 45

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At

Call Center 345

Call Center Contact Center Finance Consulting 345

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Track record of frequent personal interactions with customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer Success Analyst : This specialist is responsible for applying analytics to track, evaluate, and optimize CS performance.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

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