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. Drive insight-led innovation. “In

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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.

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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.

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Chief Customer Officer Leadership Innovation Financial 137

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! Competency Three: Build a Customer Listening Path – Seek input and customer understanding, aligned to the customer journey. Tell the story of customers’ lives.

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Chief Customer Officer Books 2006 Leadership 86

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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Chief Customer Officer Customer Centricity Consulting Loyalty 100

Customer Bliss

AUGUST 20, 2015

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline for doing the hard work to deliver reliability and earn customer desire. Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability.

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Chief Customer Officer 2015 Loyalty Innovation 234

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

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Chief Customer Officer Engagement Call Center Leadership 195

Customer Bliss

JANUARY 13, 2015

CCO Role & Success Factors Clarifying the Role of the CCO CCO chief customer officer customer experience innovation customer experience reliability customer leadership repeatable customer experience competencie' Decide together how you will step your way into the transitioned approaches.

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Chief Customer Officer Leadership Innovation Customers 167

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. We must do the same with our customers.

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Chief Customer Officer Customer Centricity Workshop Leadership 50

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.

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Customer Service Contact Center 2022 Magazine 251

Customer Bliss

FEBRUARY 24, 2015

Competency #4: Proactive Experience Reliability and Innovation . Know, before customers tell you, where experience reliability is out of sync. Deliver peace-of-mind, consistency and innovation. 2 CCO Priorities: Experience Reliability and Experience Innovation. Connecting “Being There” and “Reliability” to Junk Removal.

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Chief Customer Officer 2015 Social Media Innovation 161

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.

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Chief Customer Officer Leadership Definition Metrics 135

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.

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Chief Customer Officer 2020 2021 Leadership 75

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.

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Customer Experience Chief Customer Officer Customers Leadership 235

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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Chief Customer Officer Net Promoter Score Insurance Measurement 52

Customer Bliss

FEBRUARY 18, 2022

In our discussion about his book, Stronger Through Adversity: World Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges , my friend Joseph Michelli talks about moving with purpose or “innovating at work speed.” Want to get more inspiration from customer experience leaders from every industry?

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2022 Customer Experience Chief Customer Officer Books 286

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

OCTOBER 6, 2016

In the simplest possible terms, dealing with customers poorly tends to create customer churn. How do you prevent customer churn, though? Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn.

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Chief Customer Officer 2012 Reference Innovation 192

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

TechSee

MARCH 7, 2023

Dr. 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.

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2023 Contact Center Leadership Hospitality 207

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. Listening to customers and then innovating on how to design experiences that resonate is what drove AirBnB’s incredible growth.

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Chief Customer Officer Net Promoter Score Hotels Feedback 54

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

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

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2021 Article E Commerce Customer Service 154

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.

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Chief Customer Officer Culture Customer Journey Leadership 111

Customer Bliss

OCTOBER 22, 2015

The role of the Chief Customer Officer is to drive executive and organizational appetite for wanting to know about interruptions in customers’ lives and opportunities for differentiation. Simplify how key customer intersection points are delivered. Reliability, not “wow!” ” drives them.

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Chief Customer Officer Hotels Social Media Books 170

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Matthew shared some of his expertise with a guest post on the Customer Bliss blog: Is Your Customer Service Department A ‘Factory of Sadness’? My book, Chief Customer Officer 2.0

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Books Chief Customer Officer Hotels Customer Experience 143

Wootric

JANUARY 6, 2021

This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. . In addition, our pace of innovation and our ability to support our customers around the globe will accelerate as we leverage the considerable resources and expertise of InMoment. .

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Innovation Net Promoter Score Chief Customer Officer 2021 105

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. What sets those innovators apart? Many leading programs have a CCO to set the vision and sustain company-wide focus on customers. CX innovators work hard to rally the organization behind customer needs.

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Net Promoter Score Chief Customer Officer Metrics Innovation 247

CloudCherry

DECEMBER 1, 2018

As Bain and Co writes, “Employee promoters power strong business performance because they provide better experiences for customers, approach the job with energy?which and come up with creative and innovative ideas for product, process and service improvements.” Marketing brings a unique perspective to the customer experience program.

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Customer Success Customer Experience CEM Touchpoint 247

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chief customer officer is usually responsible for everything that happens post-sale.

Chief Customer Officer 52

Chief Customer Officer Definition Leadership Sales 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.

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Chief Customer Officer Culture Customer Journey Leadership 100

Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. Tie all metrics back to the customer: Growth and innovation come from the customer. Leadership accountability.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

Customer Bliss

NOVEMBER 23, 2016

Those are: Customers as assets. Build a customer listening path. Proactive experience reliability and innovation. As you know, what comprises a customer experience transformation needs to be clarified and agreed to, so you can use this as both an audit and communication tool. Align around experience.

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Chief Customer Officer 2017 Workshop Books 147

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.

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Chief Customer Officer 2018 Customer Centricity Customer Success 56

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill.

Customer Focused 189

Customer Focused Chief Customer Officer Metrics Innovation 189

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. And at times, this meant that he did not meet his established monthly customer contact goals. So ask yourself, do you recognize employees for their ability to care, to innovate, and to take the initiative?

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Chief Customer Officer Innovation Books Metrics 149