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

Chief Customer Officer 217

Chief Customer Officer Enterprise Consulting Consulting 217

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. Align foremost to your high-growth customer segment.

Customer Experience 68

Customer Experience Chief Customer Officer Customer centricity Enterprise 68

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer.

Customer centricity 112

Customer centricity Customer Experience Construction Chief Customer Officer 112

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”. Is the experience you offer authentic? What ‘obsessing’ about the customer meant?

Customer centricity 173

Customer centricity Chief Customer Officer Automotive Banking 173

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.

Customer Experience 101

Customer Experience Metrics Surveys Chief Customer Officer 101

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer centricity 124

Customer centricity Chatbots Chief Customer Officer Best practices 124

CX Journey

JULY 18, 2017

Image courtesy of GMC Who needs a customer experience executive? What advice is there for future customer experience executives? One of my favorite questions was about my "Shark Tank sales pitch" about the CXO role: Why does a company need a customer experience executive? You are serving a customer, not a life sentence. chief customer officer customer experience customer-centric culture

Feedback 40

Feedback Chief Customer Officer Sales Personalization 40

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. The Formation of Customer Experience (CX) Teams. Customer experience is not a trend.

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Customer Experience Chief Customer Officer Government Metrics 102

CX Journey

FEBRUARY 8, 2017

One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days." Phase 1: Information Gathering Having a CXO is critical to success for any customer experience transformation.

Education 57

Education Government Chief Customer Officer Feedback 57

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. Customer analytics. Employee experience and workforce optimisation.

Benchmark 130

Benchmark Chief Customer Officer Journey mapping B2B 130

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations.

Consulting 139

Consulting Consulting Customer Experience Chief Customer Officer 139

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Customer analytics. Employee experience and workforce optimisation.

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B2B Benchmark Chief Customer Officer CRM 130

Answer Dash

SEPTEMBER 14, 2019

And if you were to ask them about their experience afterward, how would they answer? I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations.

Chief Customer Officer 64

Chief Customer Officer Journey mapping Customer centricity Consulting 64

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism.

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Chief Customer Officer Customer Experience Airlines Banking 100

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry?

Chief Customer Officer 105

Chief Customer Officer Customer Experience B2B Customer centricity 105

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success.

Airlines 109

Airlines Chief Customer Officer Customer Experience Best practices 109

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. Could you tell us a bit about your personal story that led to you building a career in Customer Experience? But in a call center, you don’t talk to a customer face to face; you do it over a phone.

B2C 63

B2C Customer centricity Chief Customer Officer B2B 63

Answer Dash

JUNE 27, 2018

Here are 6 most important customer service lessons I've learned during my career as a CCO in numerous enterprise ventures. You will find these lessons amazingly helpful if you are also a major in customer service industry. Leading a customer experience transformation is a lot of work!

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Chief Customer Officer Customer Experience Customer centricity Enterprise 61

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Come to Lego to learn and see how they provide global customer support an a daily basis – and how they have ingrained a culture of customer support into their processes and training. Experience it all.

Call Center 59

Call Center Contact Center outsourcing Government 59

CX Journey

JANUARY 26, 2016

Image courtesy of micahb37 Is the customer and his experience ingrained in your organization's DNA? A while back, I wrote a post titled, What the Hell is Customer Experience? In other words, what the hell is customer experience? what would the customer say?

Chief Customer Officer 48

Chief Customer Officer Education Government Advertising 48

ShepHyken

MAY 8, 2018

Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ? ?.

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Chief Customer Officer Customer centricity Personalization Customer Service 213

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The value of customer experience.

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Chief Customer Officer Customer centricity Coaching Customer Experience 121

Toister Performance Solutions

FEBRUARY 4, 2020

Customer Experience futurist, Blake Morgan, recently wrote an article for Forbes titled, " The Case Against a Chief Customer Officer." Do customer-centric companies have a CXO? This includes the airports, customer support, and inflight departments.

Chief Customer Officer 93

Chief Customer Officer Advertising Customer centricity Government 93

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. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 113

Customer Service Chief Customer Officer Customer Support Consulting 113

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Customer Contact East, Ft.

Customer Service 108

Customer Service Chief Customer Officer Customer Support Education 108

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.

Metrics 62

Metrics Surveys Chief Customer Officer Feedback 62

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”.

Chief Customer Officer 67

Chief Customer Officer Airlines Customer Service Engineering 67

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Customer Centric Employee Engagement.

Customer advocacy 288

Customer advocacy Chief Customer Officer Employee engagement Enterprise 288

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). At SAP, I first learned product so I could work closely with customers to help them improve on outcomes with technology. Why chief customer officer?

Chief Customer Officer 71

Chief Customer Officer SaaS Technology Customer centricity 71

Mindtouch

JUNE 12, 2019

It diagrams—from the company’s perspective —how customers go through the process of buying things. Then the post-purchase experience begins until the next purchase decision, or trigger, to buy again—hopefully from the same company—creating a loyalty loop.

Chief Customer Officer 89

Chief Customer Officer Customer Care Customer centricity Self service 89

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). At SAP, I first learned product so I could work closely with customers to help them improve on outcomes with technology. Why chief customer officer?

Chief Customer Officer 52

Chief Customer Officer SaaS Technology Customer centricity 52

GetFeedback

JANUARY 19, 2020

The entire process took a few minutes, and I think was designed well for a web or mobile experience. . type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. Think “Survey+” for Customer Feedback.

Surveys 124

Surveys Journey mapping Feedback B2B 124

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Chief Customer Officer 52

Chief Customer Officer SaaS Engineering Customer retention 52

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Creating Customer Centricity Within the Organization.

Enterprise 62

Enterprise Chief Customer Officer Customer centricity Accountability 62

Comm100

APRIL 26, 2020

Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority.

Real estate 52

Real estate Feedback Chief Customer Officer Customer centricity 52

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. What is Customer Journey Mapping Anyway? Validate with real customers.

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Journey mapping Chief Customer Officer Banking Customer centricity 100

Squelch

JULY 23, 2019

In today’s installment of our Influential Women in CX series, we’re continuing our conversation with Irene Lefton, a customer success executive and evangelist. How has the role of customer success evolved with the rise of SaaS companies? They don’t collect customer feedback.

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SaaS Customer centricity Chief Customer Officer Upselling 52