ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. In most industries, customers are the only losing party.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Serenova

APRIL 16, 2019

I also have a CEO, a chief customer officer and a vice president of finance as mentors. Similarly, it can be valuable to have mentors who work outside your industry. Exposure to mentors and networks outside your industry is also an important means of confirming if you’re on the right career path.

Contact Center 40

Contact Center Chief Customer Officer Finance Personalization 40

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. This makes a case for customer success to have a seat at the leadership table.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

ChurnZero

MAY 13, 2022

How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader. Because as the industry evolves, best practices change. Get the finance team on your side. “If

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. Customer Success previously remained a department rather than an organization-wide philosophy.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. Customer Success previously remained a department rather than an organization-wide philosophy.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

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

FEBRUARY 10, 2021

With customer success being a new function and companies not prepared for it, outsourcing it might seem like a wise decision. It was not until 1980s when outsourcing became a new norm in software industry. IT giants like IBM already had the vast infrastructure capable enough to serve a wide range of customers.

outsourcing 10

outsourcing Chief Customer Officer SaaS Consulting 10

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Firsthand reactions from industry leaders. Q&A Recap. Marley Wagner , Sr.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

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.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

Customer Guru

MARCH 7, 2018

But in a call center, you don’t talk to a customer face to face; you do it over a phone. That was my introduction into the customer experience industry. Post Taj, I moved to the telecom industry and worked with Lucent Technologies but by then, I had found my calling. So, after this experience of 9 years, Piramal happened.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Eptica

MAY 27, 2016

By comparing this data with previous research in the UK , KPMG Nunwood found that not only did US consumers receive a better experience, but that the US outperformed the UK in eight out of ten industries. Programs can be led directly by the CEO or through a Chief Customer Officer with high level responsibility for their impact.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Multichannel Finance 49

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. She got me started with “Chief Customer Officer 2.0”. We share that fan.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. She got me started with “Chief Customer Officer 2.0”. We share that fan.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? You should have a different formula for different industries. .

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

SmartKarrot

MAY 11, 2022

That means listening closely and taking notes during meetings with employees, investors, customers, partners, etc. It also means staying on top of industry trends to anticipate changes before they happen. Besides, stakeholders want to feel heard and valued by the new CEO. They want to know that you understand their needs and concerns.

Finance 12

Finance B2B Metrics Chief Customer Officer 12

CX Global Media

JULY 10, 2019

More than 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that will help to guide your thinking and idea creation on agent development. Etech Global Services.

Contact Center 120

Contact Center Morale Coaching Analytics 120