Customer Bliss

MAY 16, 2017

Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. FIS is a large-scale provider of financial services.) Relationships are one of the only things that can get you through a conversation largely dominated by profit/revenue metrics. Episode Overview.

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CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

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Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

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.,

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Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. I was (and always will be) customer first.

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CloudCherry

DECEMBER 1, 2018

The customer experience begins even before the customer’s expectation is set, and before they’ve even heard of your organization. From the beginning, every point along the journey has an additive effect on the customer’s perception of the organization. These metrics are important to customer experience as well.

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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.

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Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

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Leadership Customer Experience Customer Centricity Net Promoter Score 259

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

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ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

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CloudCherry

OCTOBER 30, 2018

The customer experience begins even before the customer’s expectation is set, and before they’ve even heard of your organization. From the beginning, every point along the journey has an additive effect on the customer’s perception of the organization. These metrics are important to customer experience as well.

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Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! They developed customer obsession priorities to understand how these actions can be tied to financial success. Again, thank you for your support of The Chief Customer Officer Human Duct Tape Show.

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Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. Customer experience in healthcare doesn’t work unless it’s tied to the financials. “There is no perfect metric.”

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Customer Bliss

OCTOBER 17, 2018

You’ll hear from Brian Lilie , CCO and Head of Technology at Equinix , the world’s largest IBX data center & colocation provider, and Isabella Lau , CCO and CMO at Manulife , a Canadian multinational insurance company and financial services provider. With this new focus, the CFO began to think of and view customers in a new way.

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Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

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ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

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Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

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ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

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Amity

NOVEMBER 22, 2013

However, there are a number of resources on SaaS, growth, retention, and customer success with valuable insights that you should be tapping into as well. Here is the list: Nello Franco ‘s blog – Customer Success Frameworks. Joel York is the king of SaaS financial metrics.

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Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

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Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

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Customer Bliss

AUGUST 10, 2018

The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus. #CX Building Our Customer Room. The following excerpt is from my third book, Chief Customer Officer 2.0, How to Build Your Customer-Driven Growth Engine.

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Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. CX is particularly valuable in the financial services sector because of its impact on trust. Metrics are key.

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Help Scout

APRIL 29, 2021

The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom. Business owners and executives have the largest impact on a company’s culture through their ability to shape policy, direction, and financial investment. Report on customer service metrics to your board.

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Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Customer data is the lifeblood of customer success.

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ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. CX Team Dysfunction Affects the Customer Experience. Wrong metrics or being pushed to the wrong targets — @OptimiseOrDie.

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Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

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Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

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Customer Experience E Commerce Banking Chief Customer Officer 62

Pointillist

JUNE 5, 2019

High-performers are more than 9 times more likely to integrate data from multiple sources, analyze customer interactions across channels, and engage with customers optimally through their preferred channels. It is also about changing customer and employee behavior to drive financial impact.

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Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

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ClearAction

JANUARY 8, 2024

Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts. Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives.

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Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric. Q&A Recap.

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Pointillist

MAY 19, 2020

An Inability to Quantify ROI is Still the Top CX Challenge and is a Barrier to Additional Investment “ Quantifying the ROI of customer experience is the toughest challenge for CX leaders, but it’s arguably the most important to help brands connect experience to financial results.

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ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

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SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

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Calabrio

JULY 26, 2017

Just one dissatisfied customer can influence an entire network of prospective customers. If customer experience is genuinely a top priority for the company, someone needs to lead the charge. That’s where the Chief Customer Officer (CCO) comes in. Focuses on financials (over customers) in quarterly reports.

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Eptica

JULY 26, 2017

To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers. Share this page on: Tweet.

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