2020 Benchmark Chief Customer Officer Surveys 
ChurnZero
JULY 9, 2020
The goal of ChurnZero RYGs, our (now virtual) networking events, is to create a lively space where customer success leaders can swap notes and talk shop amongst one another. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Fulfill Your Customers If You Want to Retain Them.
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.
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ChurnZero
JANUARY 26, 2021
This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.
Horizon CX
DECEMBER 27, 2019
The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.
Comm100
FEBRUARY 20, 2018
According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. And, Chatbots more than pull their weight.
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