CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. 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.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. How Customers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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. So there were a slew of requests from customers and everybody was very reactive to the situation. What was your personal experience?

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

CX Journey

NOVEMBER 6, 2014

Do we bring our trusted old personal gear or rent and abuse someone else''s? Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. What VoC / CX technology and tools does your team own? Which do you want to buy and which do you want to rent? Terrain Knowledge Q.

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? For example, making a long-stay guest feel at home by arranging for a cake on their birthday or organizing an evening party to get them acquainted with other guests, went a long way in improving the customer experience.

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. It's really about personalizing.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67