Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics.

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Customer Bliss

FEBRUARY 17, 2015

Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

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Chief Customer Officer 2015 Customer Journey Leadership 167

Customer Bliss

FEBRUARY 26, 2015

Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset growth. Clarifying the Role of the CCO #CX outlook chief customer officer customer loss review CX competencies'

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Chief Customer Officer 2015 Leadership Culture 161

InMoment XI

APRIL 1, 2015

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels.

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Chief Customer Officer 2015 Article Connections 150

InMoment XI

APRIL 1, 2015

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels.

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Chief Customer Officer 2015 Article Connections 150

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. Northern Trust has their own variation on the customer experience lab.

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Customer Experience Banking Net Promoter Score Call Center 195

Customer Bliss

FEBRUARY 10, 2015

The role of the Chief Customer Officer is to bring leaders together to establish Customer Asset Metrics and customer growth behaviors they will stand behind as a united leadership team.

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Chief Customer Officer 2015 Metrics Leadership 166

Customer Bliss

FEBRUARY 24, 2015

Here you build your discipline to know—before customers tell you—if your operation is reliable or unreliable in experience delivery in the moments that matter most, as well as to embed a customer experience innovation process to evolve current state to future state.

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Chief Customer Officer 2015 Social Media Innovation 161

Customer Bliss

OCTOBER 31, 2017

In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. Episode Overview. 90 day plan.

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Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. She has recently added technology so that she is responsible for much of the experience delivery of the organization.

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Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Customer Bliss

FEBRUARY 12, 2015

Unite Accountability as Customers Experience You, Not Down Your Silos. Competency #2 gives leaders a framework for directing the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It includes: focusing the organization on priority one-company experiences.

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Chief Customer Officer 2015 Customer Journey Article 152

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

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Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership B2B Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership Chief Customer Officer Customer Experience 111

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. Yes, it’s important.

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2015 Chief Customer Officer 2003 Customer Centricity 71

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. It will be officially released on the 3rd October 2015. Shaun Smith. Andy Milligan.

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Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

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Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

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ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. Should we have a Chief Customer Officer. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

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Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: You can watch it now.

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Webinar Chief Customer Officer Books 2015 84

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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2020 Customer Experience Magazine Consulting 132

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

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Connections Chief Customer Officer 2006 Banking 190

Tricia Morris

SEPTEMBER 17, 2015

. • Only 12% feel their brand’s heads of operations, line-of-business leaders, finance, marketing, sales and customer service team are strongly aligned around their customer experience strategy. Just 1 in 10 are highly satisfied with their company’s ability to listen and respond to the needs of the customer.

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Customer Service Chief Customer Officer 2015 Webinar 100

Tricia Morris

DECEMBER 18, 2015

Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

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2016 Chief Customer Officer Customer Service 2015 72

Customer Bliss

AUGUST 30, 2016

There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. He defines customer success like this: What do customers see as the value that the company provides?

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Customer Success B2B Chief Customer Officer 2015 111

Customer Bliss

JANUARY 5, 2016

Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability.

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Chief Customer Officer 2015 Social Media Innovation 133

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. Give them objectives that relate to customer service – and reward them for achieving them.

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Contact Center Chief Customer Officer Social Media 2015 68

Strativity

DECEMBER 9, 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. In February 2015, executives will redesign the experience for the American Diabetes Association.

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Presentation Chief Customer Officer Customer Experience 2015 52

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. mark or memory. So Where Do We Begin?

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Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

Customer Bliss

JANUARY 5, 2016

Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability.

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Chief Customer Officer 2015 Social Media Innovation 100

Customer Bliss

JANUARY 5, 2016

Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability.

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Chief Customer Officer 2015 Social Media Innovation 100

Kerry Bodine

JUNE 7, 2017

At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. But are customers sticking with JetBlue? and “Trays. Never the two shall meet.”

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Airlines 2015 Magazine 2014 73

CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts.

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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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2020 Chief Customer Officer Customer Success Leadership 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.

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Customer Service Chief Customer Officer Customer Centricity Consulting 0

Gainsight

MARCH 1, 2021

Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. We set a vision in 2015 to empower twenty million people by 2020. Coincidentally, 2015 was when we started using Gainsight. Welcome to our Change the Game in 5 Minutes Series.

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2020 2015 Chief Customer Officer Customer Success 52

Think Customers

NOVEMBER 4, 2019

Carmakers and dealerships are facing these challenges head-on with new business models and by doubling down on delivering the right customer experience. A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015.

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Automotive Chief Customer Officer Transportation 2001 40