TechSee

AUGUST 14, 2023

Follow on LinkedIn Clare Muscutt, Founder and CEO of Women in CX As a globally recognized leading CX practitioner, Clare has dedicated her career to crafting innovative strategies that balance customer and employee needs with business outcomes.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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. Event Host: SQM Group.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. Hiding behind systems problems/delays instead of engaging the customer. Not getting ‘too clever’ with analytics (c.f. What ‘obsessing’ about the customer meant?

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

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.,

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

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

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. Eric Sachs is the CEO at Sachs Marketing Group. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

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

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?

Marketing 59

Marketing Chief Customer Officer Consulting Consulting 59

Amity

JANUARY 25, 2017

• LinkedIn Groups. There are many Customer Success groups on LinkedIn. The most impressive one being the Customer Success Forum and its 20,000+ members. If you’re not already a part of this community monitored by the Customer Success Association, you may want to join ASAP. Customer Success.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

PeopleMetrics

MAY 24, 2018

"Many companies collect customer feedback, but very few act on what they hear. Bruce Temkin , Managing Partner, Temkin Group. Listen or Die is written primarily for CX professionals in enterprise companies who are in charge of listening to customers. and Chief Customer Officer 2.0. A book for CX leaders.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

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.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

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

AUGUST 22, 2019

These questions were established as key to the future of CS/CX by the Incite Customer Service Advisory Board, who have made a commitment to ensure this meeting is only covering cutting-edge strategies and solutions in the most informative, impact-driven way. The board includes: EVP, Global Customer Care, Mastercard. About the Author.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ClearAction

MAY 29, 2016

Experiential marketing and loyalty marketing as brand strengtheners have evolved Marketing’s historical emphasis from customer acquisition to a greater balance in retention, repurchase, expanding share-of-wallet, and engaging customers as brand evangelists.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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

Clarabridge

MARCH 7, 2017

Donna Peeples, Chief Customer Officer for Pypestream, compares the current state of chatbots with the early stages of IVR systems. This is not good news for customer experience, and Peeples would be the first to agree. US industry group Interactions asked 1,300 customers online earlier this year if they liked IVR.

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40

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

ClearAction

MARCH 22, 2024

” Influencing Companywide model for CX is a Team Sport: — Identify the top 2-4 themes : what are core-growth customers pursuing through your brand? .” Instill a lifetime value mindset regarding employees, internal customers, and external customers. Culture is a group’s ways of thinking and doing. —

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

OCTOBER 25, 2022

The customer success organizational structure is divided into customer-facing team members, known as customer success managers (CSMs), mid-level management personnel who supervise CSMs, and higher-level managers who oversee the department. What Roles Are on a Customer Success Team? Customer Success FAQs.

Best practices 95

Best practices Chief Customer Officer Customer centricity Sales 95

SmartKarrot

MAY 26, 2022

CEOs also need to have a partner to lead data analytics progress in the company. They must be engaged and involved in data activities, encourage a data-centric process, make sure employees understand data intricacies, and take sufficient action on data analytics results. Like what you are reading? Sign up for our newsletter.

Education 10

Education Analytics SaaS Surveys 10

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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. Track record of frequent personal interactions with customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

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.

Consulting 8

Consulting Consulting Chief Customer Officer Enterprise 8

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Focus groups of buyers and sellers. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Output from Advisor council meeting. Best Metric: CSAT.

Surveys 146

Surveys Journey mapping Feedback B2B 146

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

Clarabridge

MARCH 15, 2017

You need to crush contact center silos if you are serious about putting the customer first. Even in organizations with a dedicated Chief Customer Officer, the role of the contact center in the customer experience is sometimes overlooked. Another group may care about social response times.

Contact Center 53

Contact Center Customer Experience Chief Customer Officer First call resolution 53

Mindtouch

AUGUST 21, 2019

A knowledge management platform can enable organizations to segment information based on different user groups (including public vs. private). It’s important to track and evaluate different user activity and adoption, much of which can be measured using analytics functionality within the knowledge management tool itself.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ChurnZero

SEPTEMBER 11, 2020

As the Head of Customer Success and Product, I can tell you that you needn’t go searching for an alternate universe to see these functions work in (im)perfect harmony – we’re keeping it real here. Articulates customer needs versus wants. This work type excels at facilitating interactions and persuading or selling ideas.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

ClearAction

JANUARY 14, 2015

A third of B2B firms have established processes to coordinate multiple accounts within a customer company; a third more are just starting this. these roles may be conducted by groups such as Purchasing, Plant Manager, Safety, Facilities, Legal, IT, and so forth. B2B Customer Experience Management Examples.

Customer Experience 97

Customer Experience B2B Management B2C 97

Lumoa

APRIL 24, 2018

Davide Chiavelli Customer Experience Management and Analytics Consultant at CIQUAL. You must have clear plans of action for each group as activating your promoters and recognising the power of their advocacy for your brand is as essential as addressing the issues raised by your detractors. linkedin Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

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