CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Senior Director, Customer Care, Hilton. Director, Customer Service and Support, Microsoft.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ClearAction

MAY 29, 2016

Over the past decade or two, the Internet and numerous technologies have been a blessing to companies and customers alike in making it easier and faster to get tailored information and assistance. For example, airlines used to send generic lists of deals, which now zero-in on the customer’s home city and preferences.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. This tells you a lot about your company’s internal workings.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

ClearAction

MARCH 22, 2024

United Airlines passenger dragged off a flight: PR nightmare, customer churn, stock plunge. Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. The Chief Customer Officer must drive customer-centricity companywide via influence.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

CX Journey

NOVEMBER 6, 2014

Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. Is yours a standalone, office of the Chief Customer Officer organization or bundled within another function like marketing, general business intelligence, or customer support?

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. We are in the growing market share of old businesses because we cater to customers that are doing very very well.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 49

Chief Customer Officer Airlines Customer Service Personalization 49

Netomi

JANUARY 5, 2022

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Customer Service Leaders: Marsha Collier. Lynn Hunsaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

MARCH 7, 2018

Even when I was heading this crew, my evaluations of them would be on how customer-centric they were – whether my crew was engaging meaningfully with customers was always important to me. There is also this pleasant memory with the airline that I would like to share. I was the only one who got four in a year! by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

Netomi

APRIL 7, 2023

Alfredo Tan, Chief Digital and Innovation Officer, WestJet WestJet is looking at digital as a means to transform and raise the bar for the guest experience, not simply augment it. Alfredo’s vision and leadership helped the airline scale consistent customer service in times of crisis and maintain high customer satisfaction.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

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. Her clients are international airlines, Fortune 500s, startups, nonprofits, & more. Etech Global Services. She’s author of the workbook Clear.

Contact Center 120

Contact Center Morale Coaching Analytics 120