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

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

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.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 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.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

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.

Chief Customer Officer 45

Chief Customer Officer Engineering Analytics Enterprise 45

Totango

SEPTEMBER 24, 2018

Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. . Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

Chief Customer Officer 50

Chief Customer Officer Customer centricity Best practices Enterprise 50

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

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

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer Success Analyst : This specialist is responsible for applying analytics to track, evaluate, and optimize CS performance.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Customer obsession. Customer focus.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

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

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. To ensure if your customer communication is deemed effective, CSM Practice offers CSM Analytics that enables your customer success team to be proactive and scale through actionable analytics.

Chief Customer Officer 52

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. To ensure if your customer communication is deemed effective, CSM Practice offers CSM Analytics that enables your customer success team to be proactive and scale through actionable analytics.

Chief Customer Officer 52

Chief Customer Officer Analytics Customer centricity Consulting 52

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.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

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. Having a critical knowledge of customers, and learning from their unique behaviours, therefore, remains fundamental to the success of CX.

Customer Experience 59

Customer Experience Chief Customer Officer Customer centricity Enterprise 59

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.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

PeopleMetrics

MAY 24, 2018

Listen or Die is written primarily for CX professionals in enterprise companies who are in charge of listening to customers. It is also relevant for anyone who is interested in CX or wants to learn more about how customer feedback can be used to drive business results. and Chief Customer Officer 2.0.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

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

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Altivon

JUNE 7, 2020

Contact centers are among the most critical functions within an enterprise because they deal directly with customers. In my role as Chief Customer Officer, I get to speak with CIOs and other executives across a wide sweep of companies. Business Continuity in Times of Workforce Disruption.

Contact Center 52

Contact Center Chief Customer Officer Contact center software Morale 52

Altivon

SEPTEMBER 28, 2017

Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer. Leaden has both wide and deep experience, working with mid-size to large enterprise customers in several industries, not least of which is healthcare. The Evidence is There. The webinar included 3 polls.

Healthcare 40

Healthcare Contact Center Chief Customer Officer Multi-channel support 40

Mindtouch

AUGUST 21, 2019

Traditionally, knowledge management is defined as the process of effectively creating, capturing, distributing and sharing an enterprises’ information assets. and external (prospects, customers, etc.) Knowledge management is the process of effectively creating, capturing, distributing and sharing an enterprises’ information assets.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

SmartKarrot

JANUARY 5, 2022

He’s also the Senior Director of Customer Success Enablement and Thought Leadership at Oracle. His passion for and devotion towards the CS space also has him chaired as an Advisory Board Member at CSM Practice and a Proof Advisor at Proof Analytics where he helps executives strategize and scale their CS operations. Jay Nathan.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

CSM Magazine

DECEMBER 20, 2016

Many important aspects of customer experience have deeply technological implications that cannot be managed by ‘analog’ methods any longer, such as customer segmentation, journey mapping, content personalization, satisfaction scoring, analytics, and one-silo customer data management that underpins it all.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. The Hiring Process for a Director of Customer Success.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. That is the biggest particularly for companies selling into high-value customers, enterprise type customers.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi. Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. The Hiring Process for a Director of Customer Success.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SmartKarrot

APRIL 16, 2020

Apply here: [link] Role: Customer Success Analyst Location: Chicago, Illinois Organization: Nice Ltd., The Customer Success Team is responsible for ensuring that the clients derive maximum value from the Behavioral Analytics Service. Manage a portfolio of Strategic and Enterprise customers.

Consulting 8

Consulting Consulting Chief Customer Officer Enterprise 8