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. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

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

CSM Practice

DECEMBER 7, 2020

The firm selected board members with the goal of bringing distinctive customer success perspectives from a variety of market segments. Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

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

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

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

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. Contact center agents are incredibly valuable employees, given they know about products, services and customers. Chief customer officers have been laser-focused on analytics. Agent Toolkit.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 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

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.

Chief Customer Officer 48

Chief Customer Officer Analytics Marketing Sales 48

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. Yaniv Masjedi is the Chief Marketing Officer of Nextiva.

Call Center 345

Call Center Contact Center Finance Consulting 345

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

Vcaretec

JUNE 6, 2022

Connect: @enthused Cohan Leon Daley Bio: Thought Leader @InsideSales Connect: @cohanleon Richard Dumas Bio: Fascinated by startup innovation & tech marketing. Regional Vice President, Demand Marketing at NewVoiceMedia. Connect: @AlHopper_ Kate Leggett Bio: VP and Principal Analyst at Forrester Research for CRM and Customer Service.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

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. You can easily miss opportunities to deeply understand your customers’ behavior, when your insights really depend on those data points.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

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

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

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. About Genesys.

Chief Customer Officer 45

Chief Customer Officer Engineering Analytics Enterprise 45

Fonolo

JANUARY 14, 2020

Despite being relatively new to the industry, Helpscout has quickly become a reliable resource for customer experience professionals. As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

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

CX Journey

FEBRUARY 5, 2015

However, I’d caution that in order to create sustainable value, your CX strategy must be intertwined into your entire business and not simply a function of marketing. For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer retention 52

Customer retention Chief Customer Officer Accountability SaaS 52

PeopleMetrics

MAY 24, 2018

and Chief Customer Officer 2.0. If you've been collecting customer feedback for a year or so, you'll get strategies for ramping it up. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

Mindtouch

JUNE 12, 2019

Question is: who owns these customer journeys? Who owns these customer journeys when they traverse channels and touchpoints externally, and internally they traverse the digital team, marketing team, and customer care? Typically, marketing owns the top of the funnel through to the sale, along with all things digital.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

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

CSM Magazine

NOVEMBER 6, 2016

How could they steal market share? The answer, of course, was great customer service. The journey to customer and revenue retention. New technology such as text analytics is also supporting these customer-centric people in their challenge. What could they offer over and above their competitors?

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

Amity

APRIL 25, 2016

Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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

VHT

SEPTEMBER 20, 2018

Hear how leading businesses across the world are managing customer service interactions and maximizing the customer’s value through innovative approaches. MARTECH boils down to 3 key aspects of both business and customer service: Marketing, Technology, Management. MARTECH West – San Jose, CA – April 3-5, 2019.

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

Eptica

MAY 11, 2017

The event also saw the unveiling of the 2017 Magic Quadrant for the Customer Engagement Center (CEC). Based on Gartner’s research, analyst Michael Maoz showed that the market is being driven by the rise of the cloud, the growing number of systems involved in the CEC and the rise of mobile. Share this page on: Tweet.

Customer Experience 51

Customer Experience Chief Customer Officer Government Chatbots 51

CSM Practice

OCTOBER 10, 2018

Instead, I am sharing with you examples of the ultimate Conqueror state in each pillar: Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Instead, I am sharing with you examples of the ultimate Conqueror state in each pillar: Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Instead, I am sharing with you examples of the ultimate Conqueror state in each pillar: Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. We all want to win with customers. Originally published on IBM Big Data & Analytics Hub.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94