Maru Group

FEBRUARY 19, 2020

They want access to more energy-saving technology and renewable sources. As the appetite for energy-saving technology grows, utilities will need to expand their suite of solutions. This is largely due to the wealth of information available through digital technology on consumer values, behaviors, and motivations.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

Eptica

MAY 30, 2018

That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. More and more companies are employing senior heads of customer experience, such as Chief Customer Officers – and 50% of these report directly to the CEO.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

Horizon CX

DECEMBER 31, 2018

Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. We just need to become more reasonable.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

CSM Magazine

DECEMBER 20, 2016

The first deals with dividing responsibilities and defining customer experience ownership, that is, identifying real people behind the very vague term of ‘CX practitioners’ as well as searching for the place that technology has come to occupy in the CXM governance models. CIOs are starting to recognize this challenge as well.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Amity

JULY 28, 2014

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. — Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

CX Journey

NOVEMBER 6, 2014

What VoC / CX technology and tools does your team own? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools. customer experience voc voice of customer' Terrain Knowledge Q.

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz is the Founder and CEO of CX Journey Inc. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Peter Lavers

MAY 24, 2018

The digital part should be owned by the head of channels, and the experience part by the chief customer officer, and both should be of the same seniority. Disparate and disconnected data, content and systems have been one of customer experience’s biggest enemies! See [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Another challenge for customer experience teams is figuring out how to move forward and build momentum after they’ve created their first customer journey map.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

CSM Magazine

FEBRUARY 4, 2021

There is a shift in power going on, fuelled by greater access to information in the digital age, new technology and a broader variety of brands, products and services to choose from, today’s consumer are empowered like never before. Understanding the customer.

Chief Customer Officer 52

Chief Customer Officer Journey mapping Customer centricity Technology 52

Pointillist

MAY 19, 2020

Without those resources, CX leaders cannot invest in the technology necessary to better optimize journey management or measure customer experiences. “ Dan Gingiss Chief Experience Officer The Experience Maker, LLC High performers are 1.4

Management 94

Management Analytics Journey mapping Customer centricity 94

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. Without a customer-centric vision and leadership, CX initiatives are bound to fail.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Maersk: Focusing on People in B2B Customer Experience Strategy.

Customer Experience 97

Customer Experience B2B Management B2C 97