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.

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

TechSee

MARCH 7, 2023

Genia Wilbourn, Senior Vice President – Global Customer Operations, Verizon – Genia has won multiple awards, is a great leader, and worked her way up to a senior role at Verizon. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

JustCall

MARCH 8, 2023

Jeanne Bliss Principal Co-founder, Customer Experience Professionals Association (CXPA) Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers. Follow Emilia on LinkedIn 8. Follow Kellie on LinkedIn 9.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

MAY 19, 2021

. “It gives us great pleasure to be recognized as top tier choice in GetApp’s Customer Experience category, ” says ChurnZero’s Chief Customer Officer, Abby Hammer. ” Category Leaders is published by GetApp, the recommended engine SMBs need to make the right software choice.

Chief Customer Officer 59

Chief Customer Officer Customer Experience Engineering Feedback 59

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

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. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Callminer

FEBRUARY 4, 2021

Older citizens, the unhealthy, and those in low-income areas have always been targets for social engineering. Now, so many more people are experiencing increased vulnerability, and hackers and social engineering cybercriminals are very aware. Second, inform customers of what you’ll never ask of them. Nika Filipkova.

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

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.

Chief Customer Officer 60

Chief Customer Officer Engineering SaaS Call Center 60

Call Journey

OCTOBER 20, 2018

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. The engine supports multiple language models including English (US, UK, Australian, NZ), French Canadian and Spanish. Find out more on Genesys PureClou d.

Chief Customer Officer 45

Chief Customer Officer Engineering Analytics Enterprise 45

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.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 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.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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 Engineering Customer advocacy Technical Support 52

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. All of the information obtained should be shared with all functions to help in the prioritization of delivering customer value.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

360Connext

MARCH 8, 2018

A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”

Marketing 63

Marketing Journey mapping Chief Customer Officer Advertising 63

ClearAction

MAY 29, 2016

Value creation occurs through Engineering, Manufacturing, and/or Operations. Establish discussion opportunities for the C-team and all employees to develop a shared understanding, language and vision of what customer experience excellence can be in your company. Value Creation, Communication & Management.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. It needs to be a comprehensive strategy with engineering, analytics, sales, marketing, and all job functions sharing the same appreciation for the customer and aligned with the same objectives. #2

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

Fonolo

APRIL 12, 2018

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: How to Build Your Customer-Driven Growth Engine. Author: Jeanne Bliss.

Customer Experience 57

Customer Experience Chief Customer Officer Average Handle Time Call Center 57

Customer Centric Support

MARCH 6, 2017

Read “Chief Customer Officer 2.0” by Jeanne Bliss – Whether your organization has a CCO or not, the idea of bringing leaders together to create a customer growth engine is a total game-changer. Helping the organization achieve a more consistent brand voice is an excellent example.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Imbibing a Customer Success Culture.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Though we don’t always think about customer service as a competitive differentiator, it is.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

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.

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

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.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

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.

Chief Customer Officer 80

Chief Customer Officer Engineering Best practices Sales 80

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc.

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Customer Service Evangelist, Help Scout. I had an engineer spend 15 minutes on a live ‘leaderboard’ that showed who had and had not done their weekly reviews. The relationship between staff and service level is not linear – it’s exponential. Greg Collins. Mathew Patterson.

Schedule adherence 56

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.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ChurnZero

NOVEMBER 27, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0:

Journey mapping 71

Journey mapping Chief Customer Officer Education Engineering 71

ClearAction

MAY 29, 2016

Value creation occurs through Engineering, Manufacturing, and/or Operations. Establish discussion opportunities for the C-team and all employees to develop a shared understanding, language and vision of what customer experience excellence can be in your company. Value Creation, Communication & Management.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

DECEMBER 2, 2021

Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine. Customer Success leaders need to have business acumen if they want a seat at the table. Jay Nathan , Chief Customer Officer, Higher Logic. Not all software companies are the same.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

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. Rick Adams.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Squelch

JULY 23, 2019

What are the characteristics of SaaS companies that truly understand customer success? I’m surprised even today at how many companies don’t really understand the value they can get out of the growth engine of customer success. One commonality is that their leadership is very customer centric.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53