Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do?

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Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 126

Customer Bliss

JULY 21, 2015

Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. It will guide you on how to earn the right to growth by improving customers’ lives. The post Chief Customer Officer 2.0

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Chief Customer Officer Books Leadership Customers 187

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. Leadership Must Have Consistent and United Behaviors. The leadership team must model new behaviors in how they lead. Behavior 1: Unite the Leadership Team.

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Leadership Chief Customer Officer Culture Customers 238

Customer Bliss

OCTOBER 11, 2016

Under Mark’s leadership, Hilton launched Hilton@PLAY– a call to action to get out, explore the world and…play! How did Mark move towards one-company leadership in such a huge organization? One of my most important customer experience competencies has always been one-company leadership. Hilton is a massive global brand.

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Customer Bliss

MARCH 14, 2017

Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company.

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Chief Customer Officer Sales Customers Books 219

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Throwing head count at the customer challenge is not necessarily the automatic solution.

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Chief Customer Officer Return on Investment Leadership Customers 141

Customer Bliss

SEPTEMBER 26, 2017

Feel free to reach out if you would ever like to chat about your customer success strategy. Together we can make every day better for our customers and I am happy to help. How Do You Take Steps To Achieve A Chief Customer Officer Role? Going From Director Of Customer Relations To VP, Customer Success.

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Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines.

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Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert worked hard to understand, define, and ultimately explain the various customer segments. One-Company Leadership. Chief Content Officer.

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Chief Customer Officer B2C 2016 Leadership 160

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

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? Chief customer officer job description.

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Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. The Initial CCO Steps.

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Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Do they know?

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Chief Customer Officer 2011 2014 Leadership 257

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. I call that One-Company Leadership. Episode Overview. Connect With Margie. Margie is on LinkedIn.

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Chief Customer Officer Engagement Net Promoter Score Insurance 141

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). Practice mindful leadership. “Leadership matters.

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Chief Customer Officer Leadership Innovation Books 133

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers.

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Chief Customer Officer Leadership Metrics Return on Investment 133

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

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Customer Experience Customer Centricity Net Promoter Score Government 369

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

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Leadership Customer Experience Chief Customer Officer Metrics 153

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Chief Customer Officer Information 2008 Customer Care 131

Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work.

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Leadership Chief Customer Officer Engagement Books 160

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

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Leadership Books Hospitality Customer Relationships 288

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. About Enrique.

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Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers.

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Chief Customer Officer Leadership Metrics Return on Investment 107

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting.

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Customer Experience Chief Customer Officer Events 2003 302

Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices. They need proof.

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Chief Customer Officer 2015 Leadership Culture 161

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. Year 4 and Beyond: Chief Customer Officer Priorities.

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Chief Customer Officer Leadership Definition Connections 183

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Episode Overview. Carol Pudnos is one of those. About Carol.

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Chief Customer Officer Leadership 2017 Metrics 141

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. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

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Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

MARCH 26, 2019

I deliberately make my podcast , not about broadcasting your successes, but broadcasting the journey of the chief customer officer. We stand on the shoulders of the people who came before us. In it, I ask: What worked? What didn’t work? How did you re-navigate? How did you stop and pause?

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Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

Customer Bliss

MARCH 12, 2019

What’s the State of Customer Experience? What’s the State of Customer Experience? Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Tell everyone: where do you see CX—the state that customer experience is in—right now across the industry?

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Chief Customer Officer Customer Experience Leadership 2018 273

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results.

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Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Listen to the episode & read the show notes ». Get every new episode.

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Leadership Chief Customer Officer Touchpoint Hotels 208

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). Click To Tweet.

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Leadership Chief Customer Officer Culture Metrics 165

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

MAY 16, 2017

Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy. The notes on this episode may be slightly shorter than usual because it was a busy week for my team and I. About Milista.

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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

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.

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Government Leadership Customer Experience Chief Customer Officer 85