Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

PeopleMetrics

MAY 4, 2017

However, one exception to this stagnation in activities exists: the practice of customer journey mapping. On average, in 2014, one-third of participants (32%) said that their organization had practiced customer journey mapping as part of their customer experience improvement efforts.

Customer Journey Mapping 91

Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Report on customer service metrics to your board.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Strativity

DECEMBER 9, 2014

Hackensack, NJ (PRWEB) December 09, 2014. Strativity Group – a world leader in customer experience training for over 12 years, transforming over 375,000 people through programs for managers, employees and CX practitioners – is pleased to announce The CX Masters. Chief Customer Officer. Who should attend?

Presentation 52

Presentation Customer Experience Chief Customer Officer 2015 52

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

2020 132

2020 Customer Experience Magazine Consulting 132

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. In 2014, I started the first customer success consulting firm, CSM Practice.

Customer Success 59

Customer Success 2013 2014 Consulting 59

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. And Greater Customer Satisfaction.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Gainsight

APRIL 12, 2023

But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction. After the initial event exceeding our expectations, I decided to up my game for 2014. So at Pulse 2014, I became a “grown up CEO.” Maybe they are misunderstood.

2014 52

2014 Chief Customer Officer Sales 2013 52

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Customer Bliss

JUNE 29, 2017

I’ve been blessed to travel abroad for work and see what the CCO role looks like in other countries, but now there’s a new report out from Talecco about the Chief Customer Officer role in the UK and the rest of Europe. They put together this report on the state of CCOs and hiring in 2017 around the UK and Europe.

Chief Customer Officer 27

Chief Customer Officer 2017 2014 Travel 27

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role. Case Study.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

Horizon CX

DECEMBER 31, 2018

The desire for transformation will need to be firmly endorsed and supported by organizational leadership with a commitment to change based on their status—and knowing for certain exactly what that is. Yet this critical step in CX maturity continues to elude some organizations.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

2019 82

2019 Customer Experience Insurance Retail 82

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: a customer experience strategy consulting firm.

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52