TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

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Customer Service Chief Customer Officer Contact Center Consulting 252

SmartKarrot

JULY 15, 2022

Heap is a no-code product analytics tool that can help process organizational data about how customers use your product or service as well as extensively track each stage of the customer journey and overall user experience. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

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Journey mapping Chief Customer Officer Feedback Analytics 10

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

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Chief Customer Officer Customer centricity Customer advocacy Accountability 98

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

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Chief Customer Officer Upselling SaaS Consulting 81

Peter Lavers

JANUARY 30, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. Customer analytics. Connected CX journeys. Digitalisation. Robotics and AI. Technology enablement. Employee experience and workforce optimisation.

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B2B Chief Customer Officer Benchmark Analytics 100

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. We are starting to see companies develop promotion paths for them to move into marketing, product development, CX analytics or contact center supervisory roles. Improve Agent Technologies. Agent Toolkit.

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JustCall

MARCH 8, 2023

Jeanne Bliss Principal Co-founder, Customer Experience Professionals Association (CXPA) Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers. Follow Emilia on LinkedIn 8.

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TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. She is known globally for transforming businesses.

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Altivon

JULY 23, 2020

Altivon has a proven track record of tailoring every solution to the needs of their customers which makes eMite, a leader in contact center analytics, a natural fit. Altivon is a Genesys Gold Partner, with a large base of PureConnect and Genesys Cloud customers.

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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. This all begins in 2024.”

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Chief Customer Officer SaaS Best practices Journey mapping 52

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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Chief Customer Officer Enterprise Customer centricity Consulting 250

Tethr

JULY 30, 2018

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s sales professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls.

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Chief Customer Officer Analytics Sales 48

Tethr

AUGUST 31, 2018

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s marketing professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls.

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Chief Customer Officer Analytics Marketing Sales 48

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Data & Analytics Are Important, But Don’t Forget Storytelling When Connecting With Customers. ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA. Jim Bass (@JimBassCX) February 6, 2020.

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ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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Chief Customer Officer SaaS Customer retention Engineering 52

Peter Lavers

JULY 7, 2015

Hiding behind systems problems/delays instead of engaging the customer. Not getting ‘too clever’ with analytics (c.f. What ‘obsessing’ about the customer meant? Do we “earn the right to be the customer’s first choice? Zappos “walking away” from 25% of its business because of its clear strategy. Enablers Layer.

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TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

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CSM Magazine

AUGUST 19, 2021

Amy Shore, Chief Customer Officer, Nationwide. Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Clairy Moraitou, Global Head of Consumer Insights and Analytics, Zurich Insurance. Zone President, KraftHeinz.

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Chief Customer Officer Customer Service Benchmark Banking 40

Altivon

MAY 31, 2020

Our Chief Customer Officer Frank Tersigni recently visited with Jim Burton on the BC Strategies podcast. Analytics can do so much more than historical reporting. When applied in the moment, analytics can predict the outcome of an interaction. The conversation was wide ranging and well worth the listen.

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Chief Customer Officer Cloud contact contact center solutions Contact Center 52

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer SaaS Education Customer advocacy 53

Fonolo

JANUARY 22, 2020

Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. Chief Customer Officers USA, Atlanta. Next Generation Customer Experience, Indian Wells. Zendesk Relate, Miami.

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Customer Service Chief Customer Officer Contact Center Call Center 129

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At

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Call Journey

OCTOBER 20, 2018

Call Journey and Genesys partner up to transform customer experience with conversation analytics. The partnership allows customers of Genesys to access Call Journey’s powerful speech analytics engine – Emotive Voice Streams (EVS) via the newly opened AppFoundry platform. Find out more on Genesys PureClou d.

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Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn.

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ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

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Marketing Chief Customer Officer Consulting Consulting 59

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

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Chief Customer Officer Customer centricity Best practices Enterprise 50

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. At CSM Practice we vanguard the effectiveness of customer communication which leads to customer success by providing professional consultations and remarkable training.

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Chief Customer Officer Analytics Customer centricity Consulting 52

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. At CSM Practice we vanguard the effectiveness of customer communication which leads to customer success by providing professional consultations and remarkable training.

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Chief Customer Officer Analytics Customer centricity Consulting 52

Vcaretec

JUNE 6, 2022

#Customer Service, Customer Experience, CRM Cloud. Connect: @AnnaSabryan Greg Sherry Bio: Software marketing VP | Tweet about Marketing, Customer Service, Customer Experience, Analytics, Big Data. Blog @commbetterblog Customer Service, Customer Experience, Customer Satisfaction. corporations.

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Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

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Natalie Petouhof

JUNE 4, 2015

Herman says that the guiding priorities of Teradata are: Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric Architecture. Key Principle#3: Cloud for Analytics. Key Principle #4: Enterprise Class Production Analytics, Hybrid Implementations (Pubic/ Private), Broader Market Penetration.

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Big data Chief Customer Officer Analytics Consulting 53

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. Liz Friscino, Managing Director, Client Success, FiscalNote.

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Amity

JANUARY 25, 2017

Another great place to “bring together ideas, strategies, and tactics” is the Customer Success Managers in Action group and its 6,000+ active members. Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success.

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Chief Customer Officer Customer retention SaaS Best practices 56

Lumoa

JANUARY 19, 2023

Pro tip : If your customer journey is mostly digital (e.g., For example: website optimization, content marketing, and digital analytics. Voice of Customer / Customer Insights Manager This is the more analytical role, and it needs someone skilled at understanding data, analytics, taxonomies, and in general customer feedback.

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ClearAction

MAY 29, 2016

Anytime these customer touches are hassle-free or tailored to the customer, marketers judge their work to be a good customer experience. Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint.

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Marketing Customer Experience Chief Customer Officer Calibration 97

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. It needs to be a comprehensive strategy with engineering, analytics, sales, marketing, and all job functions sharing the same appreciation for the customer and aligned with the same objectives. #2

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Chief Customer Officer Customer centricity Engineering Analytics 71

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

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