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.,

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle


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 Masterclass with Doug Leather

Peter Lavers

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?

Why Does Your Company Need a Customer Experience Executive?

CX Journey

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

How to make your organization truly customer centric


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?

What is Customer Experience Ecosystem?


What is Customer Experience Ecosystem? And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. Penney’s case, its core customers appreciated getting good deals through discount sales.

Dimension Data CX Report Roundtable

Peter Lavers

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.

Creating World-Class Customer Experience Teams


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.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

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.

3 vital B2B findings from Dimension Data’s 2019 CX Report

Peter Lavers

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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The State of Customer Experience: 3 Important Stats You Need to Know

Answer Dash

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.

The current state of Customer Experience and how I would like it to be

Customer Guru

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.

Book Review – On Purpose – Delivering a branded customer experience people love


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.

14 Articles to Help You Deliver Flawless Customer Experiences in 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?

Why customer experience needs to be led from the top


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.

Is Your Customer Experience the New Normal?

CX Journey

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?

Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

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.

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Call Center, Contact Center and Customer Experience Events – May 2018

Taylor Reach Group

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.

6 Customer Experience Lessons I've Learned as an Experienced CCO

Answer Dash

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!

Amazing Business Radio: Jeanne Bliss


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. ? ?.

Watch Jeanne Bliss’s Webinar: How to Provide Customer Service That Would “Make Mom Proud”


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!”.

How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

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 Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area


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.

Influential Women in CX: Irene Lefton Explains the History and Impact of Customer Success


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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ChurnZero’s 10 Customer Success Leaders to Watch in 2019


At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry.

The Basics of Customer Journey Mapping


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.

Customer Loyalty Depends on How You Orchestrate the Post-Purchase Experience


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.

Report: The State of Customer Journey Management and CX Measurement


By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

A Perspective and a Prospective on CX

Horizon CX

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin.

Is 2015 the Year of #CX?

CX Journey

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.

Break Down #CX Barriers with Storytelling

CX Journey

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. there was a company that was losing employees, customers and, ultimately, money.

Build A Customer-Oriented Culture: An Exclusive Interview with Mr. Stefan Michels, Director, Customer Service and Experience, QVC

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. How have you seen the concept of customer experience evolve in these years?

Giving Customer Success a Voice at the Executive Table


SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. • Imagine if Every Company had a Chief Customer Officer.

Brinks Home Security Makes Headlines with Messaging


ZDnet’s recent coverage of Brinks Home Security “ Home security firm moves one in 10 customer service calls to Quiq mobile chat channel ” highlights the company’s customer-centric motivation that drove the adoption of messaging for home security.

Influential Women in CX: Irene Lefton Explains the History and Impact of Customer Success


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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Quickly Fix Agent Performance on the Cheap

Toister Performance Solutions

Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Director of Customer Experience, FCR. Blog: Customer Service Life. Blog: Customer Service Life.

Speaking The Language Of CX Value

Customer Centric Support

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. Read “Chief Customer Officer 2.0”

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

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. SVP, Customer Care, Samsung.

The Financial Imperative of Best in Class Service

CSM Magazine

It’s around twenty years since businesses began to think seriously about customer service as a means of growing competitive advantage. The answer, of course, was great customer service. The journey to customer and revenue retention.

The Social Enabled Call Center: How to Create a Social Media Call Center (Part 2)


In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media platforms to effectively interact with their customers. We also looked at a couple of ways to enhance the customer experience within the Social Media call center.