ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. The negotiations and deals you make now may have an inadvertent impact on your long-term account health.

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

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

Enghouse Interactive

JULY 29, 2020

Decision Intent: Let customer issue recovery be natural, human and right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need. As a strategic advisor, she’s guided over 20,000 leaders on using her 5-competency framework proven to achieve customer-driven growth.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She is known globally for transforming businesses to earn customer-driven growth. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

FEBRUARY 20, 2018

By automating simple tasks, Chatbots offer customers speeder support at a lower rate for companies. According to one report, Chatbots currently account for business cost savings of $20 million globally. And, happier agents have a better overall workplace morale, which translates into the quality of customer service.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53