ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. These metrics are about what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Communicate the differences between customer service and experience.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Those competencies give you a specific roadmap. There’s your pothole. Click To Tweet. #3:

Chief Customer Officer 185

Chief Customer Officer Customer Experience Leadership Customers 185

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: You can watch it now.

Webinar 93

Webinar Chief Customer Officer Books 2015 93

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. Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Gainsight

JANUARY 10, 2025

62% of organizations in industries outside of B2B tech are adopting CS principles to meet customer needs and improve outcomes. Brent Krempges, Chief Customer Officer at Gainsight, states, Organizations across industries increasingly recognize CS as central to the customer lifecycle, driving collaboration across departments.

2025 52

2025 B2B 2024 Chief Customer Officer 52

Totango

NOVEMBER 21, 2024

If my team is able to stay ahead of churn pitfalls that were previously unpredictable, that’s a win and puts a clearer lens on the opportunities to protect and grow customer revenue,” said Conor Nolen , Chief Customer Officer at Drata. Join the movement and see how Unison can transform your business.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” Three critical skills to your roadmap as a CX leader.

Chief Customer Officer 135

Chief Customer Officer Roadmap Leadership Hospitality 135

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.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . And obviously, the last couple of months, as myself and my leadership have had to recast that vision. We had our 2020 plans.

Roadmap 323

Roadmap Customer Journey Mapping Leadership 2020 323

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. The CCO will be able to frame the scale of the undertaking and establish a roadmap for getting the work done over time. CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Roadmap 111

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer Roadmap Document 111

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. A squeaky wheel that got escalated. Then the “fix it now” team forms.

Customer Experience 183

Customer Experience Chief Customer Officer Books Roadmap 183

Customer Bliss

AUGUST 23, 2018

He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Episode Overview.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Wootric

MARCH 15, 2020

For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

ChurnZero

JANUARY 13, 2023

Conversely, there are a lot of customer support, onboarding and other post-sales roles available that could be rebranded with responsibilities augmented in order to fit into the way we think about customer success as a profession. The role of chief customer officer moves into the limelight.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Customer Bliss

NOVEMBER 15, 2018

Samantha says: Customer experience isn’t about just coming up with personas and the needs by persona; I wish I had known that sooner. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

ChurnZero

JULY 2, 2021

You agree to more one-off product enhancements and take on more custom work. But SaaS companies can get majorly derailed when they deviate too far too often from their product roadmap. It’s also worth mentioning that investors will carefully analyze your customer concentration. Customer Success Around the Web.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Eptica

JUNE 17, 2016

For example, CSAT scores show customer satisfaction while Net Promoter links to advocacy and brand reputation. Build a roadmap and pick a start point Companies are at different stages of customer experience maturity , meaning that no two organizations will start in the same position.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journey 62

Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

Wootric

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric is ranked #1 in ROI (Return on Investment).

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

CCO Council

OCTOBER 28, 2017

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. I've created a comprehensive digital assessment that benchmarks against the world's leading companies in six critical dimensions and gives you a prioritized roadmap going forward.

Chief Customer Officer 40

Chief Customer Officer B2C B2B Roadmap 40

Gainsight

MAY 10, 2021

He and the Delphix leadership team were tasked with defining and implementing a five-year roadmap to achieve world-class customer success. The foundations and roadmap they developed were solid, scalable, and able to handle the incredibly rapid growth their CS organization was predicted to achieve. What’s in a name?

2021 52

2021 Chief Customer Officer Travel Roadmap 52

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer E-support Events 52

Kustomer

AUGUST 19, 2021

Yeah, and I mean, we have this conversation so much and I also was the Chief Customer Officer of Yext. I ran the support functions, all of the customer facing functions. But let me think strategically, and we’ll talk more about the roadmap also with your product work, but how you can put together a three-year plan.

Culture 92

Culture Chief Customer Officer NPS B2B 92

C3Centricity

MAY 11, 2020

This is the same for every project, not just that of adopting a customer-first strategy. For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” ” However, unlike most other projects, adopting a customer first strategy will not have an end date!

Customer Centricity 98

Customer Centricity Chief Customer Officer Return on Investment Culture 98

Eptica

MAY 11, 2017

He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience. While these have a variety of titles, from Chief Customer Officer to VP or Head of Customer Experience their role is essentially the same – lead a team that ensures that CX meets and exceeds customer needs.

Customer Experience 51

Customer Experience 2017 Chief Customer Officer Events 51

Customer Bliss

AUGUST 15, 2019

He wanted a better understanding of what was done for the development of the product roadmap and how customer issues were handled. After analyzing these internal processes, Lee developed a system to improve the ticketing process for employees handling customer issues.

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

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