SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Like what you are reading?

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JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Annette Franz Founder and CEO, CX Journey Inc.

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Chief Customer Officer Consulting Consulting Customer centricity 52

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

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ClearAction

APRIL 13, 2023

Think broadly, be bold, and ally with every group that’s re-engineering processes or policies, leading initiatives, and making strategic decisions. Championing brand integrity is the ideal purpose of Chief Customer Officers. Step-up and share CX insights with them in timely, actionable, collaborative ways.

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Chief Customer Officer Revenue potential Customer retention Engineering 62

Fonolo

APRIL 12, 2018

These are all great skills for any customer experience leader. You’ll be sure to obtain valuable insights from CX experts and anyone working in a customer facing role! 5) Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. Author: Jeanne Bliss.

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ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

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Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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Callminer

FEBRUARY 4, 2021

If human connection and empathy is central to the customer experience, the ultimate objective is answering the call. It’s important for both contact centers and customers to build a long-term relationship rather than a short, transaction-based one…”. Second, inform customers of what you’ll never ask of them.

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Amity

MARCH 22, 2016

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. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

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Call Journey

OCTOBER 20, 2018

Call Journey and Genesys partner up to transform customer experience with conversation analytics. The partnership allows customers of Genesys to access Call Journey’s powerful speech analytics engine – Emotive Voice Streams (EVS) via the newly opened AppFoundry platform. We’re very excited by the partnership.

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Netomi

APRIL 27, 2022

Customer experience (CX) is now more important than ever, and even the White House is taking note: in a move to fix federal customer experience, the Office of Management and Budget will conduct research to better comprehend how people wish to deal with the government at various critical points in their lives.

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ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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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.

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360Connext

MARCH 8, 2018

Jeannie Walters , speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common: a passion for human evaluation of the customer experience.

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Marketing Journey mapping Chief Customer Officer Advertising 63

CX Journey

FEBRUARY 5, 2015

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. And this number is only rising.

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Customer Centric Support

MARCH 6, 2017

Having been forged in the fires of a customer-centric mentality, and now understanding the revenue generating side of the business, I can make better decisions. Many things can drive better customer experience in the short term, but may ultimately be detrimental to the business in the end. Read “Chief Customer Officer 2.0”

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CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Amen to that!

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Metrics Chief Customer Officer Coaching Feedback 77

Help Scout

SEPTEMBER 14, 2021

Research shows that a customer is four times more likely to switch to a competitor if their issue is service related, as opposed to product or price related. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer. It’s really a growth engine.”.

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Natalie Petouhof

JUNE 4, 2015

Key Principle #6: Future Markets: Healthcare, Government, Innovation, People, Passion… In a digital world, where business models are changing very fast (note not everyone agrees with this or sees it) business will need real-time data to make better decisions to make the customer experience the best it can be.

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Big data Chief Customer Officer Analytics Consulting 53

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. She possesses over 20 years of experience both working in and building world-class operations and extensive experience building and scaling teams in early and mid-stage startups. When should you start customer onboarding?

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CX Journey

JUNE 19, 2015

Image courtesy of potiondesign Is your entire company - executives and employees alike - aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience?

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Amity

APRIL 25, 2016

Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. VP of Client Experience - Compellon. Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. CSM Corner.

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Nicereply

OCTOBER 8, 2019

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors.

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Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Director of Customer Experience, FCR. Blog: Customer Service Life. Social Media and Customer Experience Manager, NumberBarn. Greg Collins. Nate Brown.

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Schedule adherence Chief Customer Officer Coaching Contact Center 56

CustomerSuccessBox

DECEMBER 6, 2021

He is often seen actively involved in Customer Success leader communities, mostly sharing his knowledge and ideas on customer strategy execution. Rick started his career as a system engineer before moving into business ownership. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Rick Adams.

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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. In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means.

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Customer centricity SaaS Chief Customer Officer Sales 53

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. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Andrew Marks.

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Chief Customer Officer SaaS B2B Consulting 21

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. In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means.

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Customer centricity SaaS Chief Customer Officer Sales 40

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

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ClientSuccess

OCTOBER 10, 2018

Customer Success starts and ends with helping others realize value. 2) From : Vic Kasoff , Director of Customer Experience | Company : NarrativeDx | Location : Austin, Texas. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Stay organized.

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SmartKarrot

JANUARY 5, 2022

Irit is an immaculate Customer Success Strategist who balances strategic thought-leadership with hands-on tactical management to create rapid results. She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice.

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Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: Chief Customer Officer 2.0: Join author Joseph A.

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ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. This allows us to have conversations on how can we make the customer experience better and more successful.

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ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why?

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Chief Customer Officer Customer centricity Airlines Metrics 62

SmartKarrot

MARCH 8, 2022

Also, Annette is a distinguished customer success author who has written two books, ‘Customer Understanding: Three Ways Put the “Customer” in Customer Experience’ and ‘Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.’. Ashna Patel. Dana Alvarenga. Erika Villarreal.

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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.

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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. I completed my engineering in 2001, majoring in Electronics.

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