Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Scale a culture of human-centered design.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. That’s this episode. About Brian.

Chief Customer Officer 131

Chief Customer Officer Information 2008 Customer Care 131

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Antoinette focused on creating a culture shift to that of person-centeredness.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Tell the story of customers’ lives. Competency Four: Proactive Experience Reliability & Innovation – Know before customers tell you, where experiences are unreliable.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. Build a customer listening path : this unites multiple sources of customer feedback to tell the story of customers’ lives by stage, as they experience you/your organization.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Be Proactive About Experience Reliability and Innovation.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. Take Care of the Basics.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

Customer Bliss

FEBRUARY 18, 2022

In our conversation, he talks about the importance of grounding your company in your principles and guardrails to set your team up for success through a shared and establish culture. He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Listen to or watch the full interview ».

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

BirdEye

JANUARY 13, 2021

We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies. Walt has previously led Customer Operations at companies like RingCentral and WebEx.

Chief Customer Officer 75

Chief Customer Officer 2020 2021 Leadership 75

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Measurement 52

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 111

Chief Customer Officer Culture Customer Journey Leadership 111

Customer Bliss

AUGUST 9, 2018

The video feedback was one of the first steps in reshaping how the customer experience was viewed, but to truly have a catalyst for the CX program and drive culture change, Daniel and Elizabeth decided to create a customer room. Customer Room goals: Educational space for employees. Drive culture change.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journey Leadership 100

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

NOVEMBER 23, 2016

Those are: Customers as assets. Build a customer listening path. Proactive experience reliability and innovation. One-company leadership, accountability, and culture. Many of these ideas are contained in Chief Customer Officer 2.0 Align around experience. and my other books and speeches.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

NOVEMBER 1, 2018

In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? The employees are ultimately happier, which creates happy customers. This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Investigators by 360Connext

NOVEMBER 10, 2020

While it hasn’t been all sunshine and roses, better outcomes have emerged, and Yet many brands have been able to adapt and innovate at a pace previously unachieved. We’ve seen many cases in which those multi-year strategies to achieve digital transformations were whittled down to weeks to help customers.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

Customer Bliss

MARCH 22, 2018

From Chief Information Officer to Chief Customer Officer with Brian Lillie. For me, I like to drive change and innovation, and sometimes I’m unable to do that. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

Totango

SEPTEMBER 12, 2018

The Customer Success Buzz at CCO. Attracting over 130+ senior CX leaders and Chief Customer Officers, CCO Fall ‘18 deals with a number of key topics and themes ranging from strategy alignment across silos, to recruitment policies, to building a customer-centric culture of innovation.

Chief Customer Officer 56

Chief Customer Officer 2018 Customer Centricity Customer Success 56

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

Customer Experience 154

Customer Experience Chief Customer Officer Leadership Customer Centricity 154

Customer Bliss

SEPTEMBER 13, 2016

Helping Companies Grow…by Improving Customers’ Lives. How to Build Your Customer-Driven Growth Engine. Leading Customer Experience Transformation & Innovation. The role of the Chief Customer Officer. Learn how their culture is their growth engine, and the impact of their uncommon decision-making.

Chief Customer Officer 0

Chief Customer Officer Workshop Social Media Culture 0

Beyond Philosophy

FEBRUARY 27, 2017

Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. Through our employee engagement services , we help organizations create a culture that leads employees to become company ambassadors.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Customer Bliss

SEPTEMBER 11, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages. This is such a critical conversation.

Customer Journey Mapping 111

Customer Journey Mapping Customer Journey Chief Customer Officer Leadership 111

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. CustomerExperience #CX Click To Tweet.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

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.

2022 98

2022 Chief Customer Officer Customer Success Leadership 98

Customer Bliss

OCTOBER 31, 2019

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. I think anybody in a CXO type of role, or customer-focused type of role really has to hone being empathetic.” ” About Jennifer Severns.

Chief Customer Officer 111

Chief Customer Officer Social Media Innovation Marketing 111

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato is Chief Customer Officer at Allovue. ” About Rosalyn Curato.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

Customer Bliss

JANUARY 17, 2019

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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

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. A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195