ClearAction

MARCH 22, 2024

Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.” “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” Prevent data silos. ” Why?

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. When it comes to supportive, interpersonal leadership traits, the data creates a positive picture. 73%) Supporting CSMs in difficult customer situations. (71%)

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience 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. Chief Customer Officers have been laser-focused on analytics.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Few companies have a Chief Customer Officer. Instead, firms rebrand marketing people.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Beyond Philosophy

MAY 12, 2021

By planning how to use the technology available and an empowered workforce and including analytics, leaders can address these concerns. Organizations can understand the customer better and react faster to what they need. AI and predictive modeling create a much better world for customers, which is the point, after all.

Analytics 221

Analytics Chief Customer Officer Technology Surveys 221

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. 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.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

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.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

SmartKarrot

JULY 15, 2022

However, conducting customer journey mapping processes manually can be extremely expensive, time-consuming, and impractical in the long run. Customer journey mapping tools can help your business anticipate and plan various customer touchpoints to improve user experiences. Clarabridge.

Journey mapping 10

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 .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

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.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

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. The company sees increasing demand for contact center cloud migrations, analytics and AI.

Chief Customer Officer 52

Chief Customer Officer contact center solutions Contact center software Contact Center 52

Netomi

FEBRUARY 28, 2022

Describing the structure of the DoorDash Customer Experience (CX) team in an interview with Forrester, she emphasized the importance of multiple teams working together to combine their knowledge and insights. “ Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia. Connect with Dione.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Jim Bass (@JimBassCX) February 6, 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

Netomi

JUNE 18, 2023

Customer centric companies remove friction, preemptively solve problems and meet customer needs in unique ways. In an indication of the shift away from price focus and product focus to customer focus, the role of the Chief Customer Officer has been one of the fastest-growing.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

Totango

OCTOBER 25, 2022

The tiers of a SaaS company’s customer success team structure may have a variety of roles. Digital Success Manager : This is a specialized hybrid CS and IT role responsible for maintaining your customer success software, integrating it with your customer journey, and managing software functions such as tracking customer data.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

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

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. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

DMG Consulting

DECEMBER 7, 2021

The customer-facing resources in contact centers need intelligent automation and tools to deliver an outstanding and personalized experience to every individual in every interaction, and they deserve a title that better reflects their importance and contribution to the brand. Final Thoughts.

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

ChurnZero

JANUARY 26, 2022

In a world where every Sales, Marketing, and Customer Service interaction is collected as a data point using software like HubSpot, reducing customer churn has become a science. What does the data show about common reasons customers churn? ChurnZero has been huge in providing the data points that we need.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

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.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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. Agent Engagement Pays Off in Customer Loyalty.

Chief Customer Officer 52

Chief Customer Officer Cloud contact contact center solutions Contact Center 52

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. We’re very excited by the partnership.

Chief Customer Officer 45

Chief Customer Officer Engineering Analytics Enterprise 45

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.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

Peter Lavers

MAY 24, 2018

The digital part should be owned by the head of channels, and the experience part by the chief customer officer, and both should be of the same seniority. Disparate and disconnected data, content and systems have been one of customer experience’s biggest enemies! Customer Data is the new #Marketing Battleground!

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Management 94

Management Analytics Journey mapping Customer centricity 94

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. EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure. Customer Success Leader, Gridspace. Etech Global Services.

Contact Center 120

Contact Center Morale Coaching Analytics 120

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 #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle#3: Cloud for Analytics.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

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.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Pointillist

JUNE 5, 2019

But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? High Performers Succeed With a Data-Driven, Journey-based Approach to CX “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences.

Management 89

Management Analytics Metrics Chief Customer Officer 89

SmartKarrot

MARCH 3, 2022

In today’s age of big data, no business can dream of being successful without being data-driven. For any business to be successful it has become imperative to be data-driven. These data come from customers, clients, internal processes, and other stakeholders. What is a Chief Data Officer?

Government 10

Government Chief Customer Officer Analytics Big data 10

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. Drive Results that Last.

Chief Customer Officer 50

Chief Customer Officer Customer centricity Best practices Enterprise 50

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.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

CSM Magazine

OCTOBER 13, 2020

For today’s organisations, the outbreak of Covid-19 has created an even greater need to stay open, maintain clear and consistent communication and build deeper long-lasting relationships with customers. Considering customer journeys.

Customer Experience 59

Customer Experience Chief Customer Officer Customer centricity Enterprise 59

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Swati: What are the big customer experience challenges that CX teams are currently facing? I think another challenge is capturing and quantifying the impact of customer emotion.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40