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.

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Chief Customer Officer Benchmark B2B Analytics 100

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

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Customer Experience Metrics Feedback Analytics 94

ClearAction

MAY 29, 2016

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

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

Squelch

MAY 17, 2019

But this year, rather than hosting one multi-day conference, Zendesk is putting on a series of one-day events across the country under the banner of Zendesk Showcase. Although the format has changed, our excitement to sponsor Zendesk events remains as strong as ever. Registration opens at 8 am and talks start at 9 am.

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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

CSM Magazine

JULY 24, 2020

It’s just over 4 weeks until Reuters Events Customer Service and Experience (26 th -27 th August). We are delighted to see over 3000 CX executives already registered for the virtual event, this includes representatives from Booking.com, BT, Bulgari, ExxonMobil, Fedex, Google, Microsoft, McDonalds and many more.

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ClientSuccess

NOVEMBER 20, 2020

With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. Here are a few must-attend customer success conferences scheduled to take place in 2021: 1. Digital Customer Experience Virtual Summit – [link].

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Fonolo

APRIL 12, 2018

In any event, reading provides a slew of benefits. These are all great skills for any customer experience leader. This book proposes a different approach that transforms customer support from a required, yet often neglected department, to one that can generate recurring business. 5) Chief Customer Officer 2.0:

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CSM Practice

MARCH 9, 2021

Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn episode, we featured the customer success team of Glint.

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Journey mapping Customer Experience Management Chief Customer Officer 59

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

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

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Are your customers’ experiences with your organization being impacted by a service strategy that doesn’t satisfy? Laura Hayes, VP Customer Operations, Momentive.

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Chief Customer Officer Customer Service Customer centricity Consulting 52

Eptica

MAY 11, 2017

Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience. The event also saw the unveiling of the 2017 Magic Quadrant for the Customer Engagement Center (CEC). He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience.

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Customer Experience Chief Customer Officer Government Chatbots 51

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. Look out for More Totango Events in the Future. More about the event here. Learn more about Totango here.

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Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

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CX Global Media

JULY 9, 2019

Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin.

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ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. Show your customers you’re grateful for their continued commitment, especially in times of doubt. A gesture doesn’t need to be grand to be thoughtful.

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Customer retention Chief Customer Officer Construction Morale 72

ChurnZero

MARCH 28, 2023

Customer engagement is a building block of customer experience (CX). A best practice is to send a CSAT to a customer whenever a support ticket is closed. Event participation. The volume of event participation—in webinars, virtual conferences and meetings—is one way to measure this indicator.

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SaaS Chief Customer Officer Surveys Feedback 52

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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ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

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Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . There’s not a one-solution-fits-all provider for all those pieces but everybody should integrate as much as possible so that you can provide a one-stop-shop for your customers. . Ask them the question.

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ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

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Squelch

OCTOBER 25, 2019

Hosted by the Technology Services Industry Association (TSIA), the event brought together thousands of technology and services company leaders to share strategies and solutions for meeting rising customer expectations. TSW Event Highlights. They say what happens in Vegas, stays in Vegas. Top TSW Learnings.

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Natalie Petouhof

JUNE 4, 2015

Tweet Herman Wimmer, Co-President kicks off the event. Companies that used to compete on selling cars are really COMPETING ON THE “experience or what it feels like to drive/ own the car.” We are out of the hype cycle and need to get down to business using data to make the best customer experiences.

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Big data Chief Customer Officer Analytics Consulting 53

CX Journey

JUNE 14, 2017

Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? The more people we can have on the customer's team, the better. and spoken at industry events. They provide training and educational resources on the six core competencies of customer experience.

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Chief Customer Officer Education Consulting Consulting 57

Netomi

JANUARY 5, 2022

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. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

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Customer Experience Customer Service Consulting Consulting 98

CustomerSuccessBox

DECEMBER 6, 2021

He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Alex is also the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc.

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SaaS Customer advocacy Coaching B2B 52

ChurnZero

MAY 20, 2021

But it’s essential to getting a comprehensive view of customer activity across the company. You need all the relevant data and context to see the big picture of the customer experience. But you end up turning your customer journey into an internal process map. Examine your customer activity and the intention behind it.

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Sykes

APRIL 29, 2020

Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption. . Question 1: How Should We Interact with Our Customers Going Forward? . Question 2: From Where Should We Serve Our Customers? . A re they financially viable ? .

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Sykes

APRIL 29, 2020

Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption. . Question 1: How Should We Interact with Our Customers Going Forward? . Question 2: From Where Should We Serve Our Customers? . A re they financially viable ? .

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Chief Customer Officer outsourcing Self service Contact Center 52

Mindtouch

APRIL 23, 2018

Keri Keeling , Head of Global Customer Success at Oracle. Nils Vinje , VP Customer Success at Rainforest QA. Mary Poppen , Chief Customer Officer at Glint. Genefa Murphy , Global VP Corporate Marketing and Communications at Micro Focus.

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ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Companies apply the golden rule of business to customers and employees. . Random acts of C S won’t suffice.

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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

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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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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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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CX Journey

FEBRUARY 8, 2017

Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. 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." Who needs to be convinced or brought on board?

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