Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center 2004 80

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. Eliminating distraction is critical, so they always say: When you are not building product, you need to talk to your customers. Strategy 1.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Hotels Feedback 54

CloudCherry

OCTOBER 17, 2019

Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge. We’re always on the lookout for the ones that will make the biggest impact.

Customer Experience 231

Customer Experience Chief Customer Officer Customers Insights 231

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Follow on LinkedIn. Follow on LinedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center 2004 122

Gainsight

JANUARY 10, 2025

Heres how AI is transforming the field: Early Warning Systems: AI enables teams to predict churn months in advance, providing the time and insights needed to intervene effectively. It helps teams uncover deeper customer insights to predict churn months in advance and enable proactive, scalable customer engagement.

2025 52

2025 B2B 2024 Chief Customer Officer 52

CloudCherry

JULY 31, 2019

By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. The problem, according to former Forrester analyst Paul Hagen , is implementation.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics Innovation 247

Customer Bliss

JANUARY 12, 2018

As Group Chief Customer Officer of Australia Post, Christine is responsible for creating the experiences that customers love and advocating for customers across the enterprise. Let me know what was your favorite part of the episode in the comments below.

Chief Customer Officer 165

Chief Customer Officer Customer Experience Retail Customer Journey 165

Customer Bliss

MARCH 22, 2018

From Chief Information Officer to Chief Customer Officer with Brian Lillie. Rachael is the Chief Creative of Customer Insights and Experience at Cisco and is responsible for identifying new ways to deliver value to customers while accelerating growth. CX Work is Truly Fulfilling.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Customer Bliss

FEBRUARY 8, 2019

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

Chief Customer Officer 131

Chief Customer Officer Customers Travel Measurement 131

CCO Council

MAY 28, 2014

Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer relationships. Your job is to ensure that at every step someone is asking the question: how will this affect customers? Rebuild Damaged Trust.

Chief Customer Officer 81

Chief Customer Officer Management Call Center Customer Insights 81

CCO Council

JUNE 3, 2014

Rewards and incentives, both intrinsic and extrinsic, may be appropriate and necessary to successfully engage employees in the business of engaging customers. Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

Customer Engagement 81

Customer Engagement Engagement Chief Customer Officer Customer Retention 81

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ClearAction

MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. You are collectors of customer insights.

Customer Insights 62

Customer Insights Insights Chief Customer Officer Leadership 62

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. What are customer experience labs?

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

CCO Council

MAY 20, 2014

Your objective should be to empower and leverage the enthusiasm of your employees to build trust, promote products and services, champion the brand, and foster productive customer relationships, while providing guidance and oversight to the creation of a consistent customer experience across all channels. What are your thoughts?

Social Media 74

Social Media Chief Customer Officer Customer Centricity Call Center 74

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. At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. That would be Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. That would be Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

ChurnZero

JANUARY 22, 2020

Zendesk is already one of ChurnZero’s most common integrations, but this enhanced two-way integration for Zendesk Support allows your Support team to access key customer insights from the ChurnZero platform within Zendesk, while viewing an issue.

Customer Success 72

Customer Success Chief Customer Officer Touchpoint Customers 72

ClearAction

JULY 8, 2024

Chief Marketing Officers measure the purple metrics shown below about what happened in the market : customer acquisition cost, margin expansion, sales velocity, customer retention, recurring revenue, expanded purchases, and referral revenue. Chief Customer Officers measure the gold, blue, and silver metrics shown above.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs.

Brands 65

Brands Chief Customer Officer Contact Center Customer Retention 65

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Few companies have a Chief Customer Officer. Instead, firms rebrand marketing people.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights.

White Paper 72

White Paper Chief Customer Officer Customer Centricity Culture 72

Tricia Morris

JUNE 19, 2015

When a customer makes contact with an agent, that customer may have already looked through ten knowledgebase articles, tried to submit a support ticket and filled in a feedback request. And Greater Customer Satisfaction. Consistency of Information Across Channels. Self-Service Deflection from High-Cost Channels. •

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Forrester's Customer Insights

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Chief Customer Officer 45

Chief Customer Officer Customer Experience Customer Engagement Customers 45

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Tricia Morris

JANUARY 11, 2016

Beyond the basic knowledge to serve, customer-facing employees must also be empowered with customer and performance insights. Leaders in 2016 will give customer-facing employees access to key customer insights to drive more personalized, proactive and predictive engagement.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

OpinionLab

FEBRUARY 27, 2017

There has been much talk in financial services circles of the rise of the Chief Customer Officer role and how these figureheads are key to implementing the structures and ethos necessary to create a customer centered organization. In fact, only 1 in 5 do not collect some form of unstructured customer feedback.

Financial 68

Financial Chief Customer Officer Feedback Omnichannel 68

Pointillist

JUNE 5, 2019

Top-Performing CX Teams Have Mature CX Measurement Programs High-performing customer experience teams have significantly more mature customer experience measurement programs than average-performing or underperforming teams.

Customer Journey 89

Customer Journey Measurement Management NPS 89