Serenova

JUNE 16, 2020

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. Improve Agent Technologies. Chief customer officers have been laser-focused on analytics.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

Peter Lavers

FEBRUARY 20, 2019

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. Customer analytics. Technology enablement. Connected CX journeys. Digitalisation. Robotics and AI. Employee experience and workforce optimisation.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

DMG Consulting

DECEMBER 7, 2021

The contact center world is in the early days of a true metamorphosis, one that is going to impact all aspects of these service departments: people, process and technology. It also makes it difficult, time consuming and costly for agents who must ask customers to repeat their entire story. Contact Center Transformation: The Next Act.

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

Peter Lavers

JANUARY 30, 2019

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. Customer analytics. Technology enablement. Connected CX journeys. Digitalisation. Robotics and AI. Employee experience and workforce optimisation.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

Netomi

JUNE 18, 2023

Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

Totango

NOVEMBER 12, 2018

The event brought together executives from leading enterprises in the Bay Area including SAP, Symantec, Oracle, FireEye, Juniper Networks, PayPal, and Akamai Technologies, enabling them to convene over mutual goals, learn from like-minded individuals and network with other senior CS leaders. More about the event here. You might also like.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Jeanne has been helping companies create deeper relationships with their customers for over 35 years. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. When you use your CS data to track buyer behavior, you can apply this valuable intelligence to increase customer satisfaction in a way that helps identify upsell or cross-sell opportunities.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

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! See [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

Peter Lavers

JULY 7, 2015

The opening session considered the challenges of building and leading a 21st century organisation in a world that is undergoing rapid transformation in the economic, political, social and technological arenas. In this tide of change and upheaval, customers are stepping into their power and making ever-increasing demands of business.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

Amity

APRIL 25, 2016

Chad is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. The Enlightened Customer. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. CA Technologies Blog.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

OCTOBER 15, 2021

“From an investor standpoint, a qualifying metric means I don’t care what the rest of your company looks like, I don’t care how excited I am about your people or your technology, I don’t care if you’re growing 5x, if your NRR is not right, you’re disqualified.” – You Mon Tsang, CEO at ChurnZero. Now, I’m asked all the time.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

SmartKarrot

APRIL 6, 2021

Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. Increase customer retention Have a customer-centric culture Drive customer behaviour Make customer experience better. Top concerns for the Chief Technology officer.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

Natalie Petouhof

JUNE 4, 2015

Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. ” Engineers, marketers, Customer Service Professionals can guess what is making the customer happy- DRIVING THAT CUSTOMER EXPERIENCE or they can use these technologies available to drive better business.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective. They say executive buy-in makes for an easier road to the happy customer, thanks to allocated budgets and all-round support with resources.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Taylor Reach Group

APRIL 25, 2018

And learn more about exciting new technology that’s revolutionizing customer experience. We will also show you how knowing the demographics of your customers can be the building blocks to superior sales and service. Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 15, 2021

As global, multibillion-dollar software and computing infrastructure companies transition to subscription-based models, they must work with their extensive channel partner networks to enable and deliver Customer Success to end customers. Bigger budgets for Customer Success. Customer Success will go well beyond SaaS businesses.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. 15) Make it Easy for Customers to Give Feedback. We have the technology to do this. as Means to an End.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

Customer Guru

MARCH 7, 2018

To prepare myself in advance, I would go through their profile saved on our CRM to understand them better. After meeting these guests, I would also update their profiles in the same CRM, so that they could have a great experience across all the Taj Hotels. I’d highly recommend the Chief Customer Officer, and Chief Customer Office 2.0

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

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

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

AUGUST 19, 2014

Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes. So will a deep understanding of key business technology, such as CRM systems.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

Clarabridge

MARCH 7, 2017

Donna Peeples, Chief Customer Officer for Pypestream, compares the current state of chatbots with the early stages of IVR systems. US industry group Interactions asked 1,300 customers online earlier this year if they liked IVR. Clarabridge is at the cutting edge of customer experience management. Disillusionment.

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. 15) Make it Easy for Customers to Give Feedback. We have the technology to do this. as Means to an End.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Vistio

JANUARY 13, 2022

I mean, there’s so much great technology and other capabilities on the vendor side, and they’re absolutely a huge part of the community. What are the main pain points you have seen regarding contact center tech technology, specifically the technology used by the contact center agent? There’s the CRM there.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I mean, there’s so much great technology and other capabilities on the vendor side, and they’re absolutely a huge part of the community. What are the main pain points you have seen regarding contact center tech technology, specifically the technology used by the contact center agent? There’s the CRM there.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

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

Amity

JUNE 28, 2017

Step 3: Calculate the Customer Maturity Index. The process we follow: Group factors by characteristic (Charter, People, Process, technology). The data is external to you (it assesses your customers). Click into picture to zoom in. Now, you are ready to calculate the CMI. Determine maturity level for each factor (i.e.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. Leverage technology to scale and identify the characteristics you need most from Customer Success platforms and infrastructure. They are working off spreadsheets.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

Vistio

MAY 28, 2022

Can we enable this with technology to be more efficient? The other thing is too if you’ve got a bad process, you definitely can’t automate it with technology. And to me, that is really all about helping customers resolve their issues quickly and easily. Those are always questions that go through my mind as well.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

ClientSuccess

MAY 15, 2019

As a version one, I’d say your very first conversation with customers needs to be all about understanding their business objectives and goals, and then find a place to track that. It doesn’t matter whether it’s a CRM system, another tool, or a spreadsheet…just seek to understand what their goals are! Question 6.

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45