CSM Magazine

AUGUST 19, 2021

Reuters Events: Customer Service & Experience 2021 will be returning to the virtual stage on October 5-6th and the event is committed to showcasing the world’s most customer-centric leaders. Reuters Events: Customer Service & Experience 2021 has assembled an unrivalled speaker faculty.

Chief Customer Officer 40

Chief Customer Officer Customer Service Benchmark Banking 40

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. When was the last time it highlighted the work of the call center or Customer care reps?

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

ShepHyken

NOVEMBER 16, 2018

A basic articulation of their disappointment on your social media that isn’t reacted to promptly will ignite uproar from different customers who approved of your products and services. Previously, an organization gave customer service through emails – that did not get immediate reactions – and telephone calls.

Technology 238

Technology Chief Customer Officer Education Big data 238

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

CX Global Media

JULY 9, 2019

Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin. His service strategies and opinions are published in numerous industry publications, and he is a frequent conference speaker. Randy Rubingh ??Chief

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 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

Mindtouch

JUNE 12, 2019

Consider the below examples of the average life expectancy—aka post-purchase experience—for various products: Thus from the customer’s perspective, the Loyalty Loop would look like something like this: Notice how lengthy the post-purchase experience becomes. Optimizing for search is essential.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

Etech

DECEMBER 3, 2017

Well, to put it simply, a socially enabled call center is one that utilizes social media to effectively interact with and handle all customer service. The world of customer service is changing all the time and social media is proving to be one of the driving forces behind this change. How do you ensure this happens?

Call Center 59

Call Center Chief Customer Officer Customer centricity Customer Service 59

Netomi

APRIL 27, 2022

Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way?

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

Taylor Reach Group

MARCH 8, 2021

There are no internal mentors they can look to for contact center or customer care and support guidance. In many organizations the contact center leaders are the only contact center professionals in the organization.

Consulting 100

Consulting Consulting Contact Center Chief Customer Officer 100

Etech

DECEMBER 10, 2017

Well trained agents tend to be satisfied agents who then deliver excellent customer service. Provide training in all relevant areas and then empower your agents to do what they need to do to resolve the customer’s issue. This blog was written by Etech’s Jim Iyoob, Chief Customer Officer.

Call Center 67

Call Center Chief Customer Officer Customer centricity Surveys 67

Toister Performance Solutions

OCTOBER 26, 2017

The relationship between staff and service level is not linear – it’s exponential. Chief Customer Office, SalesLoft. Twitter: @greg_p_collins Highlight an Agent for great service at your next team meeting, presenting them a funny trophy for their desk (think old bowling trophy from Goodwill). Greg Collins.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

VHT

SEPTEMBER 20, 2018

The 2018 conference was held at The Mirage in Las Vegas and featured business / real estate mogul Barbara Corcoran from Shark Tank as well as other top customer service industry executives from companies such as Uber, Chewy.com, Samsung and more. SMART Customer Service 2019 – Washington DC – April 29 – May 1.

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

Sykes

APRIL 29, 2020

As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption.

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

Sykes

APRIL 29, 2020

As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption.

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Customers are switching services and switching brands rapidly.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Customers are switching services and switching brands rapidly.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. No company can afford to be a customer service laggard. Staffing Adjustments.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Netomi

FEBRUARY 28, 2022

Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Gemma Cipriani-Espineira – Chief Customer Officer, Chili Piper. 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 customer-centric decision-making.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71