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The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

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. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

Teradata Influencer Summit Highlights

Natalie Petouhof

Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle #5: Consulting, Big Data Consulting, Analytics Consulting, Managed Services. Companies that used to compete on selling cars are really COMPETING ON THE “experience or what it feels like to drive/ own the car.” Tweet Herman Wimmer, Co-President kicks off the event.


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40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Chat

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Top 30 Customer Service Books Every Team Needs to Read


Sometimes we learn important customer service skills through training, or through years of hard-earned experience. For big support teams with busy professionals, however, finding the extra time to read is already a challenge. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It by Jeff Toister.

CX / VoC: DIY or Hire a Guide?

CX Journey

Does everyone in the party have the required gear and the experience to use it effectively? The mountains we are targeting will take us out of the big city and into the hinterlands. What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. A data analyst? How engaged with your customer experience initiatives are your colleagues across functions?