Community Content

Chasing the millennial dollar: CX in the 21st century

By ryanmatthews | October 18, 2017 | 0 Comments

How different is the millennial customer? So much thought has been given on how to capture the “distracted” generation, that perhaps we are missing the role of generation Y. But are we wrong in our assumptions? Millennials, or strictly those born after 1980, are making up the greater portion of society – these are modern… Read more.

Speaker Profile: Dutta Satadip, Director, Customer Success, Google

By ryanmatthews | October 16, 2017 | 0 Comments

We were lucky enough to sit down with Dutta Satadip ahead of the Chief Customer Officer USA event he will be speaking at in January. He gave us some key insight into his career, strategies for achieving business goals and the importance of regularly building on your skills.   1. Tell us a bit about your background and how you… Read more.

Are you making the right CX technology decisions?

By ryanmatthews | October 3, 2017 | 0 Comments

Initializing a CX program is not only about bringing in the right tech, but it also about organizational change, working with people, processes and the tools that bind them internally and to the customer. When it comes to tech, there are two opposing areas of though: 1) build a single platform that will sit across… Read more.

How to create a customer centric culture in ten easy steps!

By ryanmatthews | September 13, 2017 | 0 Comments

It sounds so simple, doesn’t it? I want o know more about my customer and their buying habits, how can I sell them this new service or product, how do I make sure they keep coming back for more? Creating a customer centric culture starts from within, it starts with your employees, most importantly it… Read more.

Defining the role of the Chief Customer Officer

By ryanmatthews | September 13, 2017 | 0 Comments

A dictionary definition of a Chief Customer Officer is as follows: “A chief customer officer (CCO) is the executive responsible in customer-centric companies for the total relationship with an organization’s customers. This position is relatively new addition in the CxO hallway, and was developed to provide a single vision across all methods of customer contact.”… Read more.

Navigating Seamless Multi-Channel Customer Experience

By ryanmatthews | July 13, 2017 | 0 Comments

There is a lot of talk around the millennial customer in terms of “that generation”, but we shouldn’t be fooled into thinking that 21st century customer experience is limited to 16 – 30 year olds. Today’s companies need to interact across multiple channels, provide services through several touchpoints and ensure a seamless experience to all customers…. Read more.

Want an honest measure of your customer centricity? Try this.

By Corinium | January 10, 2017 | 0 Comments

  When asking the question to Senior Executives “How Customer-Centric is your company”, there are typically two answers: We are very Customer-Centric We are way behind on this The strange thing is that in both cases, many of them are wrong. Those that think they are very Customer-Centric are regularly siloed, disconnected and slow but… Read more.

Your Company Needs a Chief Customer Officer. Here’s the biggest reason why

By Alexis Efstathiou | December 14, 2016 | 0 Comments

  In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s… Read more.

A Closer Look at Customer Experience (CX) in the Digital Age

By Alexis Efstathiou | November 15, 2016 | 0 Comments

  Social media and digital have had a profound impact on the way in which humans interact with one another, so it’s only natural that these mediums have also had significant implications for customer service and the strategies used by today’s companies to engage with their consumers. With the rapid development in technology, organisations are… Read more.

How a CCO Thrives During CX Transformation

By Event Team | October 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Years one through three are the disruption, blocking and tackling years.  Employees know how to achieve results within their silo walls. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and… Read more.

Chasing the millennial dollar: CX in the 21st century

By ryanmatthews | October 18, 2017

How different is the millennial customer? So much thought has been given on how to capture the “distracted” generation, that perhaps we are missing the role of generation Y. But are we wrong in our assumptions? Millennials, or strictly those born after 1980, are making up the greater portion of society – these are modern… Read more.

Speaker Profile: Dutta Satadip, Director, Customer Success, Google

By ryanmatthews | October 16, 2017

We were lucky enough to sit down with Dutta Satadip ahead of the Chief Customer Officer USA event he will be speaking at in January. He gave us some key insight into his career, strategies for achieving business goals and the importance of regularly building on your skills.   1. Tell us a bit about your background and how you… Read more.

Are you making the right CX technology decisions?

By ryanmatthews | October 3, 2017

Initializing a CX program is not only about bringing in the right tech, but it also about organizational change, working with people, processes and the tools that bind them internally and to the customer. When it comes to tech, there are two opposing areas of though: 1) build a single platform that will sit across… Read more.

How to create a customer centric culture in ten easy steps!

By ryanmatthews | September 13, 2017

It sounds so simple, doesn’t it? I want o know more about my customer and their buying habits, how can I sell them this new service or product, how do I make sure they keep coming back for more? Creating a customer centric culture starts from within, it starts with your employees, most importantly it… Read more.

Defining the role of the Chief Customer Officer

By ryanmatthews | September 13, 2017

A dictionary definition of a Chief Customer Officer is as follows: “A chief customer officer (CCO) is the executive responsible in customer-centric companies for the total relationship with an organization’s customers. This position is relatively new addition in the CxO hallway, and was developed to provide a single vision across all methods of customer contact.”… Read more.

Navigating Seamless Multi-Channel Customer Experience

By ryanmatthews | July 13, 2017

There is a lot of talk around the millennial customer in terms of “that generation”, but we shouldn’t be fooled into thinking that 21st century customer experience is limited to 16 – 30 year olds. Today’s companies need to interact across multiple channels, provide services through several touchpoints and ensure a seamless experience to all customers…. Read more.

Want an honest measure of your customer centricity? Try this.

By Corinium | January 10, 2017

  When asking the question to Senior Executives “How Customer-Centric is your company”, there are typically two answers: We are very Customer-Centric We are way behind on this The strange thing is that in both cases, many of them are wrong. Those that think they are very Customer-Centric are regularly siloed, disconnected and slow but… Read more.

Your Company Needs a Chief Customer Officer. Here’s the biggest reason why

By Alexis Efstathiou | December 14, 2016

  In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s… Read more.

A Closer Look at Customer Experience (CX) in the Digital Age

By Alexis Efstathiou | November 15, 2016

  Social media and digital have had a profound impact on the way in which humans interact with one another, so it’s only natural that these mediums have also had significant implications for customer service and the strategies used by today’s companies to engage with their consumers. With the rapid development in technology, organisations are… Read more.

How a CCO Thrives During CX Transformation

By Event Team | October 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Years one through three are the disruption, blocking and tackling years.  Employees know how to achieve results within their silo walls. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and… Read more.