Do you have what it takes to be a Chief Customer Officer?
In 2003 there were fewer than 30 CCOs in the world. By 2010 there were 450 executives worldwide with the title. Now there’s 10s of 1000s scattered across the globe …
Author: Mark Atterby
Mark Atterby has 18 years media, publishing and content marketing experience.
Look after your people – Jo Kelly, Chief Customer Officer for Good2Give
Jo Kelly, Chief Customer Officer for Good2Give, explains how great employee experiences create great customer experiences. Good2Give is a digital platform that facilitates charitable giving between corporations and charities. Good2Give’s …
Using CX Data to grow your business
Research tells us that most companies who spend more time listening and responding to customer feedback grow faster than companies that don’t. However, drawing a line to connect actions based …
Always learning and growing – Rachel Hamlen, Head of Customer Experience for FairVine Super
In her role as Head of Customer Experience for FairVine Super, Rachel Hamlen believes it is vital to have a growth mindset and to always be prepared to learn something …
Customer Experience in a time of crisis
How do the basic principles of customer experience stand-up when consumers and employees are going through a period of crisis? Will brands who excel at it have a better chance …
The 6 questions every CX leader needs to ask
CX executives need to maintain a delicate balancing act between various and often competing priorities. They need to make critical decisions about their customers, their customer needs and which projects …
Creating value for customers – Emma Cornwell Chief Customer Officer for MyHomeCare
Emma Cornwell, Chief Customer Officer for the myHomecare Group, is passionate about creating value and seamless communication channels for customers. Commencing her career in sales, in the automotive and publishing …
Don’t invest too much too soon in AI and ML
Applying AI (Artificial Intelligence) and ML (Machine Learning) to customer and marketing analytics has the potential to drive substantial value and benefits. Yet the success of applying these sophisticated tools, …
How useful are NPS, CES and CSAT scores in measuring CX success?
As companies pour resources into CX projects and initiatives they want to know the success of their efforts. The use of NPS (Net Promoter Score), CES (Customer Effort Score) and …
Take away the pain of casual customer service recruitment
When it comes to hiring temporary or casual customer service staff, companies often face a difficult balancing act in terms of speed of hire versus quality of hire. Unfortunately, the …