Top 10: Chief Customer Officer

Top 10 most viewed posts published in the past year, for this category.

Solving System Silos for Customer Experience Excellence

The irony of technology is that it's often marketed as customer experience management, yet it inevitably creates its own set of customer experience snafus....

How General Motors is Embedding Customer Experience, with Dave Mingle – CB013

Episode Overview Welcome to Episode 13 of my podcast. (It’s lucky, don’t worry.) In this episode, I’m talking with Dave...

How To Become The Head Of Customer Experience

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even...

Top 5 signs you’re doing a REAL Customer Experience Management (CXM) initiative

What does it really mean to do a "Customer Experience Management" (CXM) initiative? Theoretically, it could include anything because customer experience includes everything. Identifying...

How Customer Strategy Relates to Business Strategy and Customer Culture

So far we have focused on the tools of Total Customer Value...

At the Center of Customer Conversations: Q&A with Pypestream Chief Customer Officer Donna Peeples

Chief Customer Officers are becoming more common in recent years. According to the CCO Council there were fewer than 20 CCOs in 2003. Now...

Implications of a Customer-Centric Strategy: 7 Takeaways

In this fast-changing world of smart, increasingly demanding and dis-loyal customers and the ubiquitous digital devices they and we all enjoy, one thing is...

Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer...

It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus...

How Leaders Should Ground Business Strategy in Customer Success

Why is customer centricity such a challenge? Theories abound ranging from customer ownership delegated to someone other...

Driving Organizational Change: Everyone Plays a Part!

Temkin Group research shows that many organizations are pursuing higher levels of customer loyalty by becoming more customer-centric. But customer experience (CX) change requires...

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