Podcasts about customer officer

Liz Zavaleta, Directora de Mercadotecnia de Genesys, y David Arconada, Director de Diseño de Experiencia Única en BBVA México y Presidente de la Asociación Mexicana de Experiencia del Cliente, platican sobre la experiencia del usuario como determinante del rumbo de la empresa y cómo la creación del rol Chef Customer Officer dentro de las empresas conecta al cliente con la marca en 360 grados. Un Podcast de Tec Sounds Podcasts.

Do you have what it takes to scale globally? In this episode of Reveal, host Dana Feldman sits down with Amanda Vining, Global Chief Sales and Customer Officer at Corporate Traveler, to discuss leadership in diverse and complex international markets.Throughout the conversation, Amanda highlights the importance of communication, empathy, and connection. She discusses the challenges of managing teams across borders and her strategies for fostering a customer-centric approach, integrating sales and customer success, and achieving revenue goals.

Meet Susan O'Brien, EVP and Chief Brand & Customer Officer at Canadian Tire Corporation (CTC). In a wide-ranging and engaging interview, we cover a lot of ground commensurate with Susan's remit, which includes all aspects of CTC's brand, long-term strategy around customer insights, and CTC's sponsorship, community, and ESG initiatives. For those Canadians who might have lost track, or for international listeners less familiar, The Tire was Founded in 1922; in addition to the Canadian Tire banner, they have Party City, PartSource, Gas+, Mark's, Pro Hockey Life, SportChek, Hockey Experts, Sports Experts and Atmosphere, nearly 1,700 retail and gasoline outlets, supported by its Financial Services division and employs tens of thousands of people globally. So, as I said, Susan has a big job.  About Canadian Tire Corporation Canadian Tire Corporation (CTC) includes a Retail segment, a Financial Services division and CT REIT.Founded in 1922, CTC's flagship store, Canadian Tire, provides Canadians with products for life in Canada across various divisions.Other CTC banners include Party City, PartSource, Gas+, Mark's, Pro Hockey Life, SportChek, Hockey Experts, Sports Experts and Atmosphere.CTC operates nearly 1,700 retail and gasoline outlets, supported by its Financial Services divisionIncluding retail locations, CTC employs tens of thousands of people globally. About SusanSusan O'Brien is the Executive Vice President & Chief Brand & Customer Officer at Canadian Tire Corporation (CTC). She oversees all aspects of CTC's brand, aligning the curation of the entire customer experience across all channels and marketing programs. Susan also leads the long-term strategy around customer insights and is responsible for CTC's sponsorship, community, and ESG initiatives.Susan is an expert in all things branding, positioning, and customer engagement. She has played a critical role in reinforcing CTC as a purpose-driven, values-based Company through the evolution and rollout of CTC's Brand Purpose – We Are Here to Make Life in Canada Better – along with its Core Values. Susan has been integral to the reinvention of the Canadian Tire brand through award-winning programs like We All Play for Canada and Tested for Life in Canada. She spearheaded the launch of Triangle Rewards – one of the most strategically important initiatives in the history of CTC – connecting the entire group of companies under one loyalty and credit card program. Her work has contributed to the Company earning the 2013 Marketer of the Year Award from Marketing Magazine, as well as it being named Canada's Most Admired Brand by Léger in 2019 and 2021 and one of Canada's Strongest Retail Brands by Brand Finance in 2019.Since joining the Company in 2008, Susan has held several progressively senior roles. Most recently, she served as Senior Vice-President, Marketing; prior to that, she was Senior Vice-President, Marketing & Corporate Affairs and Vice-President, Marketing for Canadian Tire.Susan sits on the Boards of Enactus Canada and Taymax Group LP. She holds an MBA in General Management from the Richard Ivey School of Business at the University of Western Ontario and a Bachelor of Commerce (Marketing) from Dalhousie University. Susan's marketing acumen has consistently received industry-wide recognition, from her nomination for Marketing Magazine's Top 30 under 30 awards to being named one of Toronto's Brand Stars by Ad Week to one of Strategy Magazine's Marketers of the Year. She was also named among the Globe and Mail's Report on Business 50 Best Executives in 2022.  About MichaelMichael is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and media entrepreneur. He has been on the front lines of retail industry change for his entire career. He has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Secure conference with leaders from The Gap and Kroger talking about violence in retail stores, keynotes on the state & future of retail in Orlando and Halifax, and at the 2023 Canadian GroceryConnex conference, hosting the CEOs of Walmart Canada, Longo's and Save-On-Foods Canada. Michael brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael also produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in North America, Remarkable Retail, Canada's top retail industry podcast; the Voice of Retail; Canada's top food industry and the top Canadian-produced management independent podcasts in the country, The Food Professor, with Dr. Sylvain Charlebois. Rethink Retail has recognized Michael as one of the top global retail influencers for the fourth year in a row, Coresight Research has named Michael a Retail AI Influencer, and you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state of the retail industry in Canada and the U.S., and the future of retail.

Welcome to our podcast! We were thrilled to have a conversation with Yvette McDonald, the Chief People and Customer Officer at Anglicare. We'll be discussing "Shaping the Future of Aged Care: Anglicare's Strategic Vision and Preparations." Yvette McDonald is a highly experienced senior people and culture professional. Her expertise spans organisational design, customer alignment, leadership development, employee engagement, training design, and facilitation. Throughout her career, Yvette has held executive Human Resources roles at Ferrero Australia and national positions at Coca-Cola Amatil and Thorn Australia (Radio Rentals). She has also been the principal consultant for Elixan Consulting. Yvette holds an MBA, a Master of Commerce in Human Resources Management, and a Bachelor of Economics. She is also a graduate of the Australian Institute of Company Directors (GAICD). In this episode, we will delve into Anglicare's strategic vision for aged care and explore how they are preparing for the future. We'll cover key topics such as: An insight into the vision for the future of aged care at Anglicare, including the key trends she foresees shaping the sector in the next decade and how Anglicare is positioning itself as a leader in this evolving landscape. Innovative programs or initiatives Anglicare is implementing to enhance the quality of care for the elderly and how they ensure their care models remain person-centered and responsive to the individual needs of residents. The challenges of recruiting and retaining skilled staff in the aged care sector and how Anglicare is addressing these issues. How Anglicare supports the well-being and professional growth of its employees. Anglicare's engagement with the broader community to support its aged care mission. The ethical considerations guiding Anglicare's approach to aged care and how these are integrated into everyday practices. Key goals Anglicare has set for the next five years in the aged care sector and the biggest challenges anticipated, along with Anglicare's plans to overcome them. Join us as we discuss these topics with Yvette McDonald and gain valuable insights into how Anglicare is shaping the future of aged care. ⁠03:02⁠ Vision for the future of aged care at Anglicare. ⁠07:08⁠ Innovative programs enhancing care quality and person-centered models. ⁠09:54⁠ Challenges of recruiting and retaining skilled staff. ⁠14:14⁠ Supporting employee well-being and professional growth. ⁠15:25⁠ Engagement with the broader community. ⁠15:57⁠ Ethical considerations guiding Anglicare's approach.⁠17:46⁠ Key goals for the next five years and anticipated challenges.

Are you and your business truly leveraging the power of AI in your workplace, or are we just scratching the surface amid the widespread hype? Today, I'm joined by Aruna Ravichandran, the dynamic Senior Vice President and Chief Marketing and Customer Officer at Webex by Cisco, who is making significant strides in technological and workforce transformations. Broadcasting from the vibrant Cisco Live event in Las Vegas, Aruna brings over two decades of experience from some of the most influential tech companies worldwide. In today's episode, Aruna will explore the evolving landscape of work and the transformative role of AI. With her robust background in engineering and marketing, she is ideally positioned to discuss the convergence of technology and customer engagement. Aruna is not just a leader in digital marketing strategies; she's also a staunch advocate for women in STEM and brings perspectives on the future of work that are both innovative and deeply inspiring. So, hold on tight as we dive into a conversation that promises to expand your understanding of AI's impact on professional environments. Aruna, a massive welcome to the show! Could you start by telling us a bit about your role and the exciting developments you've seen at Cisco Live? Listeners, as we navigate through these insights, what are your thoughts on the role of AI in enhancing workplace efficiency and transforming business operations? How do you see these advancements influencing your industry or personal career trajectory? I invite you to share your views and join the conversation.

Join Rob Scott from UC Today as he interviews Aruna Ravichandran, the Senior Vice President and Chief Marketing & Customer Officer at Webex by Cisco, at Enterprise Connect 2024.They discuss the following:The challenges and opportunities of hybrid workThe importance of collaboration spaces and meeting roomsHow technology can help transform workplaces and workstylesAruna also introduces Cisco's new products, the Cisco Board Pro G2 and Webex AI Assistant, and shares insights on AI strategy and its impact on customer experiences. Don't miss this informative and engaging conversation!

Suzanne Hendery, Chief Marketing and Customer Officer at Renown Health and SHSMD Board Member; and Alan Shoebridge, Associate Vice President, National Communications Providence and SHSMD President, discuss their impressive session from the 2023 AHA Leadership Summit.

Dave "CAC" Kellogg and Ray "Growth" Rike discuss the top metrics for a Chief Customer Officer to use presenting to the board and to report to the executive team when the CCO has responsibility for: 1) Customer Success; 2) Professional Services and; 3) Customer SupportNet Revenue RetentionGross Revenue RetentionCustomer Health ScoreBillable PS RevenueBillable UtilizationGross MarginCases per AgentPost Case Closed CSATDeflectionsThose these are the high level metrics for a CCO, each function will have more detailed lagging and leading indicator metrics that Dave and Ray will cover in subsequent episodes of SaaS Talk with the Metrics Brothers.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As we approach the end of Season 3 of the Retail Razor Show, hosts Ricardo Belmar and Casey Golden engage in a rich dialogue with The Vitamin Shoppe's Chief Customer Officer, Nadina Guglielmetti. They explore how customer behavior insights guide business decisions, the interplay between acquiring new customers and nurturing existing ones, and the evolution of customer experience amidst changing health trends. Nadina also details the role of The Vitamin Shoppe's in-store health enthusiasts in enhancing customer engagement and trust, and their careful approach towards leveraging AI and 'headless commerce' platforms to enhance efficiency and personalization. In this final Retail Transformer episode of the season, you'll learn why Nadina is truly more than meets the eye!We also bring you the final episode in Season 1 of our "Blade to Greatness" mini-series. This episode features an insightful conversation with retail expert, Ron Thurston, co-founder of Ossy, author of Retail Pride, the Guide to Celebrating Your Accidental Career, host of the Retail in America nationwide tour and podcast, speaker, advisor, board member, and former retail operations leader at numerous famous retail brands. Ron shares his three pillars of success in retail and life- empathy, curiosity, and focus. He illuminates strategies to bridge the communication gap between corporate offices and stores, emphasizing the importance of empathy in grasping the pressures faced by in-store teams, the power of curiosity to understand their needs and experiences, and the role of focus in dealing with the information obtained. Ron also emphasizes the importance of maintaining transparency and dialogue with retail employees from the recruitment stage, thus enhancing their sense of belonging and commitment.NEWS! We are thrilled to report that our fans support propelled us as a finalist in The Retail Voice Award for the Vendors In Partnership award gala at NRF 2024! You're votes made a difference and we're honored to be one of 3 finalists for this prestigious award!WOW! As we march into our 3rd year on the show, we're honored and humbled to have hit the top of the charts on the Goodpodspodcast platform!#1 in the Top 100 Indie Management Weekly chart#3 in the Top 100 Indie Management Monthly chart#3 in the Top 100 Indie Marketing Weekly chart#5 in the Top 100 Marketing Weekly chart#6 in the Top 100 Marketing Monthly chartWe can't thank our Goodpods listeners enough! We love your support! Please continue giving us those 5-star ratings and send us your comments!Meet your hosts, helping you cut through the clutter in retail & retail tech:Ricardo Belmar, a RETHINK Retail Top Retail Influencer for 2023, 2022 & 2021, RIS News Top Movers and Shakers in Retail for 2021, advisory council member at George Mason University's Center for Retail Transformation, and director partner marketing for retail & consumer goods at Microsoft.Casey Golden, CEO of Luxlock, and RETHINK Retail Top Retail Influencer for 2023. Obsessed with the customer relationship between the brand and the consumer. After a career on the fashion and supply chain technology side of the business, now slaying franken-stacks and building retail tech!Includes music provided by imunobeats.com, featuring Overclocked, E-Motive, and Swag, Tag & Brag from the album Beat Hype, written by Hestron Mimms, published by Imuno.The Retail Razor ShowFollow us on Goodpods: https://bit.ly/TRRSgoodpodsFollow us on Instagram: https://bit.ly/TRRSinstaFollow us on Threads: https://bit.ly/TRRSthreadsFollow us on Twitter: https://bit.ly/TwRRazorConnect with us on LinkedIn: https://bit.ly/LI-RRazorSubscribe on YouTube: https://bit.ly/RRShowYouTubeSubscribe on Apple Podcasts: https://bit.ly/RetailRazorShowRetail Razor Show Episode Page: https://bit.ly/RRShowPodHost → Ricardo Belmar,Follow on Twitter - https://bit.ly/twRBelmarConnect on LinkedIn - https://bit.ly/LIRBelmarCo-host → Casey Golden,Follow on Twitter - https://bit.ly/twCaseyConnect on LinkedIn - https://bit.ly/LICasey

In this episode, Liz talks to Ruth Veloria, a mother of four and Chief Strategy and Customer Officer at the University of Phoenix. They discuss the first annual Mothers Overcome More (MOM) report, which the University of Phoenix launched in partnership with Motherly. The report studies the very specific barriers that moms face in building their careers. Ruth also talks about her own journey as a working mother, as well as the invaluable skills people gain through motherhood – and how they can use those skills to grow their careers. Hosted on Acast. See acast.com/privacy for more information.

Wharton's Barbara Kahn and Dr. Americus Reed speak with Gina Hardy, Chief Customer Officer at Drizly about the beverage delivery, the Drizly founding story, how they connect with consumers, and more. Hosted on Acast. See acast.com/privacy for more information.

How do you incorporate growth and change into your business strategy? In this episode of People Heroes Rising, William Tincup goes to the isolved Connect User Conference in Palm Springs to have some insightful conversations on HR. Our guest, Mike Flannery Chief Customer Officer at isolved, shares on how to spark growth in this insightful episode.isolved's conferences have been a huge boon for the industry over the years, and their success and improvements are all based on customer feedback. Mike emphasizes on the importance of customers first policy, because at the end of the day businesses are nothing without their customers. Connecting one-on-one with customers is paramount to building a strong relationship that will last through thick and thin. These in-person management techniques range from expertly managing remote teams to 'walking the halls virtually' with the team.  From conferences to customers, Mike wants you to learn how to respect your customers so you can build something that will last the test of time. Listen & Subscribe on your favorite platformApple | Spotify | Google | AmazonVisit us at RecruitingDaily for all of your recruiting, sourcing, and HR content.Follow on Twitter @RecruitingDaily Attend one of our #HRTX Events

SPECIAL INBOUND LOGISTICS VIDEO PODCAST SERIES: Insights from PortPro's new Industry Report: 2023 State of Drayage Toni Ann Cereccio, Chief Customer Officer for PortPro goes over details about the current trends and challenges faced by drayage carriers and highlights drayage's important — and often overlooked — role in the global supply chain. FOR MORE INFORMATION: https://www.portpro.io/ DO YOU WANT TO RESPOND TO THIS EPISODE? Call our Dialog Line: 888-878-3247 DOWNLOAD THE NEW INBOUND LOGISTICS APP featuring the updated and expanded Logistics Planner! Available on iTunes and the Google Play Store: http://bit.ly/ILMagApp   http://bit.ly/ILMagAppGoogle  Are you a #logistics Thought Leader that would like to be featured on the Inbound Logistics Podcast?  Connect with me on Twitter:  @ILMagPodcast   Email me: podcast@inboundlogistics.com   Connect with Inbound Logistics Magazine on LinkedIn: https://www.linkedin.com/company/inbound-logistics Follow us on Twitter: www.twitter.com/ILMagazine Like us on Facebook: www.facebook.com/InboundLogistics Catch our latest videos on YouTube: www.youtube.com/inboundlogistics   Visit us at www.inboundlogistics.com

Join me for an insightful conversation with Mary Fratto Rowe, the newly appointed Chief Customer Officer at Navisite. With over three decades of experience in customer success and leadership, Mary brings a wealth of knowledge on transforming customer success organizations and driving business growth through exceptional customer experiences. In this episode, Mary discusses the evolving role of the Chief Customer Officer and how it's becoming increasingly pivotal in aligning company strategies with customer needs and expectations. She shares her vision for Navisite's customer experience, emphasizing the importance of building strong, honest relationships and the implementation of strategic programs like executive sponsor programs and customer advisory boards. We explore the concept of a customer-centric organization, delving into how such an orientation can drive a company's growth and success. They discuss the significance of a robust customer success program in increasing revenues, profitability, and shareholder return, especially in today's challenging business environment. Mary also touches on the exciting potential of AI in enhancing customer-facing teams and the future of support portals. She envisions a more intelligent and helpful system that empowers customers to find answers more efficiently. The episode concludes with Mary reflecting on the influences in her career, particularly highlighting Maria Martinez's impact on her professional journey. 

This episode features an interview with Scott Booker, Chief Customer Officer at EasyPark Group, a leading global parking tech company with the vision to make cities more livable. Scott has extensive experience in leading large organizations in travel, retail e-commerce, and the consumer marketplace. He is the former President of Hotels.com Worldwide and Chief Marketing and Product Officer at Copart. And on this episode, host Larry Fleischman and Scott discuss how he built a loyalty program at Hotels.com, creating different customer experiences for new customers versus loyal ones, and making an experience so easy and simple that customers don't need to call in for support.Quotes*”If you don't disrupt [the industry] yourself, somebody's going to do it for you.  And that's what Hotels.com was doing in the hotel space. They were disrupting. And I wanted to be a part of that.”*”It's always cheaper to keep a customer than it is to go acquire a new one. How do you treat a new customer through customer service versus an existing one? Should they have a different service? We decided we would create a separate call center environment, customer experience environment, for those loyalty customers. They got a special number, they got special treatment. We would send out gift bags for our most loyal customers so that they felt like they were a part of something bigger.”*”It's okay for customers not to have to call in. The best experience is the experience where it's so easy and simple that they don't need to call in. I think over the last 10 years, I've learned in my career how to build the most amazing experience where you don't need somebody to call in.”*”If we can make it super easy for the consumer, then we're helping the city improve the flow of traffic through the city. And we're making it so much easier for somebody to live in that space because they can use a mobile app with ease.”*”We need to fail fast and learn from it. How do we put something out there in an A/B test fashion without too much exposure so it doesn't risk the business, but in a way that we can test it on a micro level and understand what the impacts are?”Time Stamps[1:23] Introducing Scott Booker, Chief Customer Officer at EasyPark Group[3:26] Learn about Scott's background and path to CCO at EasyPark Group[6:17] Hear about Scott's first job out of school at Accenture[7:12] What did Scott learn about customer experience while at Blockbuster?[12:49] How did Scott fundamentally shift the CX at Hotels.com to drive growth?[20:36] How did Scott create the loyalty program at Hotels.com?[25:56] How do you create a low- or no-touch customer experience?[31:33] What's Scott's take on striking a balance between automation and human interaction in the customer experience?[34:02] What's Scott's appetite for risk? And how does he handle change management at speed?[37:02] What's in the future for EasyPark Group?BioScott Booker is Chief Customer Officer at EasyPark Group. He has held leading positions at large scale, digital marketplaces. Most recently at Copart, the number one global leader in online vehicle auctions. Prior to Copart, Scott had several leading roles at Expedia Inc., one being President of Hotels.com, where he led the company's rapid global expansion. Scott also has profound experience developing transformational growth strategies.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with ScottLearn more about EasyPark GroupConnect with Larry on LinkedInCheck out HGS

In this weeks episode of Let's talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer, who shares what Renfe, Spains leading railway company, have implemented for members of its loyalty program.   Railway travel may appear to be a strange environment for loyalty, but Javier explains how loyalty must be seen in terms of the journey, with the competition against plane and car travel, rather than with the destination.   Listen in for tips on how to engage the customer and create loyalty in a difficult sector, where the choices are limited by supply and the benefits are intangible. Hosted by Tom Peace. Show Notes: 1) ⁠Javier Marin Martinon⁠ 2) ⁠⁠⁠⁠Renfe⁠ 3) #254: Loyalty Innovation in the Railway Industry

Growing up in a family restaurant, Giovanni Vaccaro was accustomed to the hospitality industry, but at a young age he realized that he was destined for a different type of hospitality. An experience at a hair salon watching the transformation women underwent in the chairs from slouching to smiling after a beauty treatment left him feeling that this was a world he needed to be a part of. While Gio knew where he wanted to be, how to get there was a different story. Gio tells us of a moment that changed everything: a recruiter from a top salon had come to his cosmetology school-here was an opportunity staring him in the face. He knew that putting himself out there would be risky, uncomfortable even, but the pay off? That could be huge. So he went for it, he asked for a job. And it worked! Gio landed a job as a shampoo assistant at renowned salon Frederic Fekkai & Co and showed that he was willing to start small and work hard.Fast-forward and Gio knows the business inside & out and saw that the industry was changing, but not in a way that supported the beauty pros. He thought “why not treat the beauty professional like the client?” From there Gio and his partner David Goldweitz built Glamsquad to be a hospitality-first brand for beauty professionals to book opportunities for events, fashion weeks, shows, photo shoots and more.For more on Gio's career journey and to find out the beauty of the “bro-walk” listen to Giovanni's episode wherever you get your podcasts!

“Il ne faut pas tomber dans l'IA pour l'IA. Elle doit répondre à des "use cases”. Dans le cadre de la série spéciale organisée en marge du 1 : 1 à Biarritz sur le thème de “l'Éthique c'est chic”, Laurent Kretz échange avec David Nedzela, Chief Marketing & Customer Officer pour SNCF Connect & Tech. Ensemble, ils réfléchissent aux bons usages de l'IA générative et de sa place dans le parcours client. David nous partage des clés pour choisir les bons services alimentés par l'IA en fonction des services qu'ils peuvent rendre à ses équipes comme à ses utilisateurs. Dans cet épisode, on parle de : Pousser l'IA générative en interne en montrant les services qu'elle peut rendre aux équipes [07”40] ; Reconnecter les parcours clients grâce à une barre de recherche universelle alimentée par l'IA [10”50] ; Sélection uniquement les usages de l'IA qui répondent à des besoins concrets [15”30] ; Invisibiliser les outils de l'IA (notifications, informations voyageur) dans le parcours utilisateur [17”40]. Pour en savoir plus sur les références abordées dans l'épisode : Le non sens cohérent de l'IA générative Le fond Google pour les médias (DNI) Et quelques dernières infos à vous partager : Suivez Le Panier sur Instagram @lepanier.podcast ! Inscrivez- vous à la newsletter sur leanier.io pour cartonner en e-comm ! Écoutez les épisodes sur Apple Podcasts, Spotify ou encore Podcast Addict Le Panier est un podcast produit par CosaVostra, du label Orso Media. Photo créditée à Magali Delporte ©.

Chuck Caisley, Evergy Chief Customer Officer | 10-3-23See omnystudio.com/listener for privacy information.

Primary care is the first stepping stone to making an impact on healthcare in favor of the American workforce. In today's episode, Christi Coleman joins Saul to share more about her work providing advanced primary care that emphasizes preventive measures and affordable access to healthcare. She discusses how Proactive MD addresses complex healthcare issues by collaborating with employers, utilizing patient advocates, adapting to trends like virtual care, and maintaining a patient-centric focus to revolutionize the healthcare experience while reducing costs. Stay tuned for a must-listen episode on how to take action and improve the healthcare benefits for employers and employees alike! Click this link to the show notes, transcript, and resources: outcomesrocket.health

Hey CX Nation,In this week's episode of The CXChronicles Podcast #206 we  welcomed Marius Laza, Chief Customer Officer at Tidio based in San Francisco, CA. Tidio is a global leader in customer service software. Tidio's user-friendly platform enables 300,000+ businesses worldwide to deliver smarter, faster support to their customers.With a full suite of customer service solutions, Tidio offers live chat, chatbots, ticketing, and AI-powered virtual support agents to help you solve customer problems and improve your conversion rates. Tidio's software operates across all major content management systems, e-commerce platforms, and social media channels.In this episode, Marius and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #206 Highlight Reel:**1. Customer experience & customer success done well is modern selling! 2. People will always do business with other people that they enjoy working with 3. Leveraging chat-bots and AI to better serve your customers  4. Always be learning about your customers, connect the dots across the journey 5. Predict & prevent issues your customers might encounter, promote the wins!  Huge thanks to Marius for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Marius LazaClick here to learn more about TidioIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Huge thanks again to our episode sponsor Tidio. Maximize your support capacity without additional hiring costs! Try Tidio today! Visit tidio.com/cxc and start using Tidio with an exclusive 20% discount or start with a free plan and upgrade later.Support the show

Today we're going to talk about AI in the contact center and how to balance voice AI, machine learning, and other types of automation with human contact center agents to deliver the optimal customer experience. To help me discuss this topic, I'd like to welcome Mary Nelson, Chief Customer Officer, Aircall. RESOURCES Aircall AI research report: https://pages.aircall.io/ebook-business-sentiment-toward-ai.html?utm_medium=referral&utm_source=press&utm_campaign=fc--06-aiindexgkpoadcast-usa Aircall website: https://www.aircall.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Brandi Davis-Handy is the Chief Customer Officer, US Utilities at The AES Corporation. In this second anniversary episode, Brandi discusses the importance of people-centric cultures and community engagement to provide public visibility and validation to any company's diversity, equity, and inclusion (DEI) objectives and progress. As an Indianapolis native, Brandi conveys her hometown pride in the progress our city and state have made on the DEI front. She also offers valuable suggestions on how our business community can continue to impact and elevate its DEI presence on a national level.

On this episode of the Menttium Matters Podcast, Adam Dill breaks down a common leadership challenge and provides a holistic perspective on what Executive Presence is, as well as tips on how to lead with authenticity and decisiveness. He also addresses how to influence and inspire the people around us! Click to listen to practical tips on being an effective leader and influencing change, even if you are a self proclaimed introvert.

Anyone that listens to this show knows that category leaders are using data driven customer engagement to create better customer experiences, more loyal customers, and a competitive advantage for the years ahead. Twilio recently published its annual State of Customer Engagement Report, exposing the significant challenges businesses face in activating customer data and what's at stake when it's done wrong. Today we're going to talk about customer engagement as competitive advantage, and how engaged consumers that trust the brands they support become loyal lifetime customers. To help me discuss this topic, I'd like to welcome Glenn Weinstein, Chief Customer Officer at Twilio. RESOURCES Twilio report: https://streaklinks.com/BcqlV4E7O9JH-B0D7wEyv9Bp/https%3A%2F%2Fwww.twilio.com%2Fpress%2Freleases%2Fsocer-2023?email=joeg%40highwirepr.com Twilio website: https://www.twilio.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow Don't miss the upcoming CXPS conference, May 8-11 in Durham, North Carolina. It's for professional services firms that want to focus more on the customer experience. Go to: https://clientexperience.org/cxps-conference/ to register and use the code AGILE200 to get $200 off your ticket. The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

We kick off a month of showcasing remarkable female leaders from some of retail's leading brands, with special guest, Tracey Brown, Walgreens Boots Alliance's Executive Vice President and President, Walgreens Retail & U.S Chief Customer Officer. Tracey's diverse background in advertising, non-profit leadership, and previous stint at the other "Wal" (Walmart) prepared her well for her current assignment at one of the world's largest and most successful drugstore chains.We review the tremendous evolution of the company from its founding in 1901 to becoming a leader in health and wellness. We unpack what it means to be a Chief Customer, the challenge of breaking down silos to put the customer at the center of all you do, and the critical role of agility to maintain your competitive edge. We close with some of Tracey's top leadership tips on how to mobilize people to do go above and beyond for the customer. But we kick things off with a quick review of the week in retail news, including the NRF's annual sales forecast, Lululemon's strong earnings report, and Macys CEO Jeff Gennette's plan to hand the keys of the kingdom to Bloomingdale's CEO Tony Springs early next year, Then we discuss Alibaba's decision to split into six groups, more news out of Amazon, Bed, Bath & Beyond's hail mary financing strategy, and more new formats from Nike. About TraceyTracey Brown is executive vice president, president of Walgreens retail and U.S. chief customer officer, overseeing the transformation of Walgreens to a healthcare company, to create more joyful lives through better health.She is responsible for the Walgreens consumer experience across all consumer touchpoints and leads development of strategies to advance Walgreens across a complex and dynamic competitive landscape. Brown oversees store operations, merchandising, marketing, product, digital, omnichannel, store format, data and analytics, and supply chain organizations, as Walgreens further accelerates its digital transformation, in order to create a seamless integration across all channels – in-store, mobile and online – to provide a unified, consistent brand experience.Brown has more than 30 years of experience driving business growth, operations, creating omnichannel customer experiences and leveraging digital capabilities to connect consumers and brands. Most recently, she served as chief executive officer for the American Diabetes Association (ADA), where she led the organizational transformation including fundraising, advocacy, science and research while fighting for people living with diabetes.Prior to the ADA, Brown was senior vice president, operations and chief experience officer for Sam's Club, a division of Walmart Inc.  She also served as CEO and managing director of RAPP Dallas, a data-drive integrated marketing agency, chief operating officer for direct marketing agency Direct Impact and director of worldwide consumer marketing for Advanced Micro Devices.  Earlier in her career, she held leadership positions at American Express, Proctor & Gamble and Exxon Mobil.Brown graduated from University of Delaware with her B.S. in chemical engineering and received her MBA from Columbia Business School in New York.She currently serves on the Board of Directors for Weight Watchers and Yeti. In 2021, she was named one of Savoy Magazine's Most Influential Black Corporate Directors, and in 2022, she was listed on Forbes CEO Next List.About UsSteve Dennis is an advisor, keynote speaker and author on strategic growth and business innovation. You can learn more about Steve on his       website.    The expanded and revised edition of his bestselling book  Remarkable Retail: How To Win & Keep Customers in the Age of Disruption is now available at  Amazon or just about anywhere else books are sold. Steve regularly shares his insights in his role as a      Forbes senior contributor and on       Twitter and       LinkedIn. You can also check out his speaker "sizzle" reel      here.Michael LeBlanc  is the Founder & President of M.E. LeBlanc & Company Inc and a Senior Advisor to Retail Council of Canada as part of his advisory and consulting practice.   He brings 25+ years of brand/retail/marketing & eCommerce leadership experience, and has been on the front lines of retail industry change for his entire career.  Michael is the producer and host of a network of leading podcasts including Canada's top retail industry podcast,       The Voice of Retail, plus  Global eCommerce Leaders podcast, and The Food Professor  with Dr. Sylvain Charlebois.    You can learn more about Michael   here  or on     LinkedIn. Be sure and check out Michael's latest venture for fun and influencer riches - Last Request Barbecue,  his YouTube BBQ cooking channel!

In this episode, Jon and I discuss System1, how they drive insights for marketers on the brand side, and what works in advertising today. Jon tells us about the differences he experienced from the client side to the agency side and gives an honest look into what it means to be a CMO day to day. He explains why the skills that make a great marketer aren't necessarily the same as those that make a great CMO and how balancing the long-term view of the brand with the daily execution of tasks can make the CMO job very lonely. CMOs, removed from the "doing," must focus on creating the conditions for success and representing the customer in the room where decisions are made. Jon tells us that successful CMOs quickly recognize talent on their team, harness creativity to drive business outcomes and understand that advertising is both an art and a science. Jon Evans is the Chief Customer Officer at System1 Group and host of the 'Uncensored CMO' podcast. For years before that, he was a client-side agency CMO. One of Jon's most formative roles was with Lucozade, where he learned the power of asking the right questions and why managing perception, not reality, is important in advertising. During his agency days, Jon was shocked to find out how little most agencies understood their clients, and he was perplexed by the hesitancy he saw agencies have towards talking to their clients or asking them important questions. Jon first encountered System1 as a client and, over time, became a member of the team, where he has been able to transition from a generalist to a specialist in consumer behavior. System1 was originally a research company based on behavioral science that explored why we buy what we buy, with the idea that emotion predicts most of our behavior. Today, they design simple yet clever questions about their clients' ads, innovations, or branding to ask people how they feel about it and what associations come to mind. They have turned their process into a platform so customers can upload content, send it to their target demographic, measure the response, and compare the results against other content to predict performance. They are using neuroscience to measure attention and emotion to understand why some ads work and others don't. Their clients use this data to allocate spending and sell their ideas to the rest of the c-suite. Jon tells us marketers are often overexposed to their products, so typically, the simplest ideas win out.  In this episode, you'll learn:  Why taking the time to understand your clients will be beneficial for everyone involved The two questions that will help you win the pitch What really works in advertising today and why  Key Highlights  [01:30] The bitter impact of the sugar tax [07:20] Jon's path with System1 from contractor to CMO [10:50] The shift from the client side to the agency side [13:50] Two questions to help you win the pitch [15:50] What does a CMO do? [18:00] Agency Pitch (forks) [19:30] Why is it called System1? [20:20] What is the system? [25:15] What works in advertising today? [29:20] Lessons from the Uncensored CMO [33:15] The unique role of the CMO within the C-suit [35:00] Young Jon's first marketing lesson [36:30] Costs of not playing the game [39:00] "If you're not being fired, you're not trying hard enough." [41:00] The power of confidence, compounding, and consistency [43:40] What skill will keep us employed in the future? [46:30] They may buy, but would they invest? [49:10] The amazing Amazon model [52:00] The threat and opportunity of AI for marketers Resources Mentioned:  Jon Evans  System1 Group  Lucozade, Energy Beats Everything Campaign  Brew Dog  CMO Uncensored Podcast, hosted by Jon  Orlando Wood  Lemon (book) by Orlando Wood  Look Out (book) by Orlando Wood  Brand mentioned: Amazon  Follow the podcast:  Listen on iTunes (link: http://apple.co/2dbdAhV)  Listen on Google Podcasts (link: http://bit.ly/2Rc2kVa)  Listen on Spotify (Link: http://spoti.fi/2mCUGnC)   Connect with the Guest:  https://www.linkedin.com/in/uncensoredcmo/   https://twitter.com/UncensoredCMO   Connect with Marketing Today and Alan Hart:  Twitter Alan B Hart - http://twitter.com/abhart  LinkedIn Alan  - https://www.linkedin.com/in/alanhart  Twitter Marketing Today - http://twitter.com/themktgtoday  Facebook Marketing Today - https://www.facebook.com/themktgtoday/  LinkedIn Marketing Today - https://www.linkedin.com/company/marketing-today-with-alan-hart/  Support the show: https://www.patreon.com/marketingtodaySee omnystudio.com/listener for privacy information.

In episode 153 live from AdMonsters PubForum Miami, Erik and Kerel talk with Chris Contreras, Chief Customer Officer at MNTN. Chris was first born American after his parents moved to the United States from the Dominican Republic. He comes from a long line of well-acclaimed family members, his father who taught himself English and practiced medicine, a mother who was an architect, and his grandmother who was the first female to run a bank in the Dominican Republic. Chris deciding between medicine and business eventually chose finance and has worked at Univision, NBC, Snap, and more Global Customer Success organizations. Chris not only works full-time at MNTN but also has a lot of outside obligations including founding an angel fund, a mentorship program through MNTN, as well as a mentorship program in the CS sector, and mentoring VPs and SVPs. He believes that DEI is not something to be promoted as a time-based initiative, but something that is weaved into a workplace and leadership. Chris shares soft and hard skills employees need to have stepping into leadership positions, the importance of mentorship and why future leaders need to get clarity on their weaknesses to figure out a great balance for themselves, their team, and their company. “I think communication is such a valuable component. As you move up in your career, the clarity, the succinctness of which you provide feedback, and just general guidance to a customer and internal constituent becomes even more and more important, because the time that you have with senior leaders is very limited.” Timestamps :33: Chris Contreras, Chief Customer Officer at MNTN, shares his career background with Univision, NBC, Spap, currently MNTN, and other startups 1:25: Chris talks about his family history, being the middle child of three boys, his family coming from the Dominican Republic, and him being a first born American 2:37: Chris shares about how he is a servant leader after being a part of a bad leadership experience, what it takes to move from junior roles to leadership roles, and how he's carved his own path 4:55: The best advice Chris has received from his mentor, fellow servant leader, Charlie Echeverry who was the CRO for Univision Digital 6:24: An example of how Chris has seen the impact of leadership and how great teams have helped companies thrive 8:55: Chris shares the training program MNTN has for new employees who may not have ad tech experience and why it's so important for those people to be involved in the evolution of building and growing the onboarding experience 11:30: Chris talkies about the two pieces about his leadership style and how he brings inclusivity to his companies 11:51: How Chris focuses on making sure there are opportunities for people who are behind him after he leaves his company 14:46: How Chris has navigated two important parts of his career, his ability to manage and his ability to build a pipeline behind him for others to take his role 16:44: Chris shares how leaders can allow their careers to move forward without getting boxed into a specific role 18:48: Chris's experience with moving into leadership positions, this mistakes that were made, and how he has learned to develop employees to take over in leadership positions 21:11: Important soft and hard skills to have moving into leadership positions 21:53: Chris talks about the importance of mentorship in leadership and why people should reach out to possible mentors no matter if they think they will say yes or not 24:45: Where Chris draws inspiration from 25:21: One piece of advice for anyone who's looking to level up into a new leadership position 27:03: What is on Chris's music rotation these days including 27:21: Where listeners can connect with Chris and MNTN Follow Us: Newsletter: bitly.com/2QLEY8U Linkedin: bit.ly/2ZZUBxG Twitter: bit.ly/2Qp0SzK Instagram: bit.ly/2QLfEQc

Hey CX Nation,In this week's episode of The CXChronicles Podcast #194 we welcomed Emily Gray, Chief Customer Officer at Playvox based in Sunnyvale, California.  Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. The team behind Playvox understands that exceptional employee engagement produces extraordinary customer experiences, and they love creating tools that help their customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands. Their agent-empowering suite of workforce management, quality assurance, performance, learning, customer AI, and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk.In this episode, Emily and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #194 Highlight Reel:**1. Building customer success teams & new customer facing roles as you scale 2. Taking your customer stories (wins/losses) straight to your all-hands meetings 3. Creating focus around guiding your customers & users early in their journey 4. Asking the right questions to your customers & employees  5. Leveraging customer feedback + thinking about how to segment it accordingly Huge thanks to Emily for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer and learning experience space into the future.Click here to learn more about Emily GrayClick here to learn more about PlayvoxIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website. For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the show

Amy Shore is Executive Vice President and Chief Customer Officer for Nationwide. In this role, she is accountable for developing and executing Nationwide's customer strategy to maximize customer acquisition and drive retention to ensure that Nationwide delivers on its mission. In addition, Amy is responsible for managing Nationwide's corporate real estate and aviation departments. Join us as we welcome Amy Shore, Executive Vice President and Chief Customer Officer at Nationwide, to discuss her role in developing and executing the customer strategy. As a first-gen college student and governor appointed trustee at Bowling Green State University, Amy shares her journey and how she navigates impostor syndrome. Discover how Nationwide uses data and storytelling to drive decisions and connect with customers through the State of the Customer Report and Mission Moments that matter program. Learn about their customer feedback management platform, utilizing NLP and machine learning, to improve customer service and track sentiment. Discover how Nationwide's employee retention is better than pre-pandemic and how they address high attrition rates. Tune in for valuable insights on purposeful communication and creating a clear connection to the mission statement.ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success.  The challenge, like many other companies, is knowing which metrics to prioritize and measure. Chief Customer Officer Darren MacDonald believes that what gets measured gets managed. It's impossible to track and analyze every piece of data, so the company has to be strategic in its CX metrics.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

In this episode, Whitnee Hawthorne, Chief Customer Officer of Navan (formerly TripActions) joins the podcast to discuss innovation in the world of travel, and how she's thinking about it in her current role. Whether it is exploring the consolidation of expense management, travel bookings, and corporate cards or imagining the airport of the future, Whitnee is a multi-faceted leader with tangible and tactical advice on how to succeed in the field.Listen for advice on:How to implement customer insights into features and innovationsPrioritizing between the customer and business to reach goalsFinding the balance between being authentic and professionalPositioning yourself to be considered for innovation roles/projectsLearn more: Whitnee Hawthorne (guest): https://www.linkedin.com/in/whitneehawthorne/Zoia Kozakov (host): https://www.linkedin.com/in/zoiaWomen in Innovation: https://www.womenininnovation.co Hosted on Acast. See acast.com/privacy for more information.

Starting a new role can be daunting for anyone and Kenyatte has spent equal time thinking about the commercial as well as people aspects of his new job as Chief Membership & Customer Officer at Co-op. We discuss the enormous opportunities ahead for him and how he plans to build strong connections with his new team, … Continue reading "Kenyatte Nelson – The best game to play, is the one where everyone gets a turn"

In this episode, you meet Jennifer Montague, Senior Vice President and Chief Customer Officer for NiSource, a natural gas and electric utility company servicing 4 million customers under the NIPSCO and Columbia Gas brands. She is responsible for setting direction and managing a leadership team focused on customer experiences in the areas of Customer Care Centers, Customer Insights and Marketing, Billing & Payments and New Business across six states. She joined the company as the Vice President of Communications and External Affairs at NIPSCO in November 2018. Prior to joining NIPSCO, Jennifer had nearly three decades of customer operations, branding, communications and marketing experience in several roles with Commonwealth Edison (ComEd) in Chicago and British Petroleum (BP)/Amoco in London (England) and Warrenville, Illinois. Jennifer currently serves on the board of directors for Girl Scouts of Greater Chicago and Northwest Indiana, Edgewater Health, Merit School of Music, and Northwest Indiana United Way. Jennifer earned a bachelor's degree in quantitative economics and feminist studies from Stanford University and a master's of business administration degree from the University of Chicago. Jennifer is based at the NiSource headquarters facility in Merrillville, Indiana. In this episode, we discuss: - Keeping your eyes on your own prize - How to keep from being bitter at work - Creating connections with people who have different life experiences

In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding, iconic retailer Macy's—shares key insights on the importance of getting the fundamental customer experience right before anything else.

Today's episode features an interview with Jay Nathan, EVP & Chief Customer Officer at Higher Logic. Higher Logic is an industry leader in cloud-based engagement platforms with a data-driven approach that gives organizations an expanded suite of engagement capabilities.By serving in a variety of executive roles across customer success, product, services, and account management, Jay has developed a powerful methodology for building, leading, and scaling SaaS companies serving a wide range of end markets and customer sizes.In this episode, Jay discusses the proper mindset to scale customer success, the challenges of counting on customer relationships, and his homegrown customer success community, Gain Grow Retain.  --------Guest Quote:“And now, as you take on leadership roles, and you know this because you do the same thing, you solve problems for groups of customers at a time, not just one at a time. And that's the beautiful thing about customer success and having a more strategic role, go-to-market planning, and all these other pieces is that you're actually solving problems at scale, which is more fun ultimately than solving them one at a time, at least for me.” - Jay Nathan --------Timestamp Topics:**(04:11) Jay's journey to Higher Logic**(12:35) The importance of community in CS **(18:54) The Gain Grow Retain podcast **(29:51) Relationship, value, and engagement **(39:11) Quick hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Jay on LinkedInTotango.comLearn more about Gain Grow Retain

PetSmart is trying to maintain its dominance as a leading pet retailer. The privately-held company, which has been around since 1986, reportedly brought in $2.5 billion in revenue in the second quarter of this year. But the retailer is also trying to stay relevant with its shoppers and find new ways to engage them. Stacia Andersen, PetSmart's chief customer officer, joined the Modern Retail Podcast this week and spoke about her role and the evolving pet space. PetSmart is not a startup by any means. Its loyalty program boasts 55 million members, and it works with a variety of talent, like HGTV's Nate Berkus and Jeremiah Brent. But the landscape is getting more competitive. With that, Andersen said PetSmart has been evolving its marketing strategy. "We evolved our brand voice most dramatically probably a couple of years ago, when we went back and looked at our customer base," she said. "Our brand voice evolved from individually marketing different sales or individually marketing services … to this overall brand platform and voice about why customers do what they do." The idea behind it was to connect with customers. "This is really what our brand voice is about," she said. "It's far more emotional, it's far less transactional." With such a large business, figuring out the customer profile becomes difficult. But Andersen said the retailer has figured out a few things. For one, most of PetSmart's customers are female; they often have multiple pets; lastly, they're often from families with children. Understanding this overall profile, Andersen said, has helped PetSmart refine its overall marketing strategy, as well as its loyalty plan. One of Andersen's most important mandates is establishing a retail presence that is more than just a place to buy pet food. With that, she's been leading various campaigns and partnerships to make the company more of a lifestyle brand. The idea isn't just to grow sales, but to do something deeper and give the brand more credibility. "There is a buzz factor," she said, talking about PetSmart's influencer partnership strategy. "There is a wow factor. And it also lends credibility to our own design."

This episode of CS No BS features an interview with Eran Ashkenazi, Chief Customer Officer at SentinelOne. SentinelOne is a pioneer in delivering autonomous security for the endpoint, data center, and cloud environments to help organizations secure their assets with speed and simplicity. Eran is an experienced business-oriented technology leader with a mind for business development and customer focus. He's a world traveler and resident speaker in company events and conferences. His technological experience related to pre-sale/post-sale activities includes consulting, design, implementation, and training. In this episode, Eran discusses the importance of maintaining gratitude for the customer, the challenges of prioritizing customer success within an organization, and the pitfalls of being too scrappy with tools. --------Guest Quote:“Innovation, tenacity, relentlessness, there's a lot of different values that got us to that particular point in time. But you know, I think everything starts with customers. Customers are the essence of existence for a vendor. And I think that vendors should never forget that, you know, as they focus on top end and bottom line, on savings or growth.Customers are the fuel that drives all of that, right? If you keep them in the center of your attention, then there's better chances of you succeeding, right? It's still a slim chance, by the way. Not many companies can go through this road and end up where we ended up. So we're very, very grateful for that, and we're grateful for our customers.” - Eran Ashkenazi--------Timestamp Topics:**(03:51) - Customers are top of mind at SentinelOne **(07:24) - Endpoint security **(16:39) - CS challenges **(25:43) - Mistakes along the way **(31:35) - Building out the digital journey**(37:38) - Quick Hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Eran on LinkedInTotango.com

Join Sean Halter, CEO of Connectivity Holdings, as he interviews General Mills' Chief Customer Officer, Sri Rajagopalan, on this episode of The CMO Suite.

As the data-sharing relationship between large platforms and brands changes, are you covering your bases with zero-party data? This week we discuss how quizzes can help you build up your database and personalize your approach with each potential customer.Gen Furukawa is the co-Founder of Prehook, a leading quiz platform for Shopify merchants. Gen has been in eCommerce for over 10 years, with the last 7 years in eCommerce SaaS. Prior to Prehook, he was part of the founding team and VP of Marketing at Jungle Scout, the leading software for Amazon sellers. He is also the host of his own eCommerce marketing podcast, Cart Overflow.Kevin Stagg is our Chief Marketing and Customer Officer who brings a wealth of experience from working at both B2C and B2B brands, big and small, including international companies like Microsoft and Ding.Three highlights from our discussion were:Growing brand reputation through quizzesA template for a successful quizEnriching your existing marketing lists

On today's episode, I'm joined by two guests – my long-time friend, fellow community advocate, and new Chief Customer Officer of US Utilities at AES, Brandi Davis-Handy, and AES Indiana's Senior Director of Public Relations Tanya Sovinski.    AES Corporation is a Fortune 500 energy company that was just named a Top Ten pick on Fast Company's 2022 Ranking of Best Workplaces for Innovators. Earlier this year, AES was also named to Fast Company's 2022 list of the World's Most Innovative Companies, alongside companies like SpaceX and Microsoft, for its innovations in the energy sector.   These ladies are literally powering the future of work in an industry historically dominated by men in the executive suite – public utilities. We discuss moving from intention to impact, how far and how fast we should be moving from how things have been done to how we will do things in the future, and how to bring the public and your stakeholders along.    #RemoteWork #FutureOfWork #SiliconValley #WorkCulture #Technology #Workforce #OfficeCulture #Workplace #HybridWorkplace #Podcast #WorkplaceCulture #RenewableEnergy #Solar #CleanEnergy @karenmangia @theaescorp

This episode of CS No BS features an interview with Maranda Dziekonski, Chief Customer Officer at Swiftly. Swiftly, the first Connected Transit Platform, helps transit agencies improve their service reliability, passenger information, and operational efficiency. Maranda is a ground-up builder and leader with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level.In this episode, Maranda discusses the importance of finding your inner voice and advocating for yourself, the benefits of geeking out on standard operating procedures, and the best way to build a CS team from scratch. --------Guest Quote:“If I'm a leader going in and I'm building out CS from scratch, I'm going to want to understand, what type of CS do I need to build out in order to be able to enable and empower my customers and my teams to be successful and then drive a successful business outcome. So I urge folks to stop going out googling and trying to plug and play stuff. I see it happening a lot and you're hurting yourself. Yes. Some of the things may work, but the reality is, is businesses are unique and require different types of activities to solve the problems you're trying to solve. Once you get that understanding of what type of customer success, I like to center myself with some problem statements . So what are the problems that I have right now that I need to solve?” - Maranda Dziekonski--------Timestamp Topics:*(04:53) Marand's first role in Customer Success*(09:57) The first steps of launching any CS initiative *(17:07) Finding your inner voice *(21:56) Advice for building a CS team from scratch *(29:40) Maranda's biggest challenges *(33:18) What would Maranda do differently*(40:00) 3 Key Must-Do's *(41:08) Quick Hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Maranda on LinkedInFollow Maranda on TwitterTotango.com

Krista was CCO at Okta for 6 years, and held a similar role at Salesforce before that. But this is a relatively new role at large software companies. What does it mean exactly? And what makes for a good CCO? Conversation highlights: [01:20] What is the Chief Customer Officer[02:22] The glue between an organization and its customers

In this special OmniStars of the Omni Talk Retail Spotlight Series, brought to you in partnership with Quorso, Chris Walton and Anne Mezzenga sit down with Best Buy's EVP and Chief Customer Officer Allison Peterson to discuss what her role entails and how she aims to keep Best Buy on the cutting edge of omnichannel retailing. Together they discuss: - The premise behind the role of Chief Customer Officer - Digital vs. physical store innovation - The role of field and store leaders in helping Best Buy to transform Music by hooksounds.com

Customer obsessed” “Customer-centric” “Customer focussed” These are the buzzwords companies use to show off how much they focus on their customers. But only a few are doing this consistently with measurable success. The true measure of customer centricity can only be found by asking this question: What percentage of your new business comes from existing customers? To share more about how a Chief Customer Officer should be driving this in your business, we're joined by Michael Hubbard, Senior Vice President of Customer Success, Services, and Support at Smartsheet, an NYSE-listed SaaS company that has built a workflow management platform that empowers business of all sizes to scale and deliver value. Michael covers the role of the Chief Customer Officer in maximizing customer lifetime value. Join us as we discuss: Why is the lifetime value of a customer so important? The role of the Chief Customer Officer The Power Of Feedback    Now that you know the importance of customer success and being customer-focused… it's time to learn how to discover some sales methodology secrets and prepare a winning GTM strategy. Check out the full list of episodes here: The B2B Revenue Executive Experience. Listening on a desktop & can't see the links? Just search for B2B Revenue Executive Experience in your favorite podcast player.

Customer obsessed” “Customer-centric” “Customer focussed” These are the buzzwords companies use to show off how much they focus on their customers. But only a few are doing this consistently with measurable success. The true measure of customer centricity can only be found by asking this question: What percentage of your new business comes from existing customers? To share more about how a Chief Customer Officer should be driving this in your business, we're joined by Michael Hubbard, Senior Vice President of Customer Success, Services, and Support at Smartsheet, an NYSE-listed SaaS company that has built a workflow management platform that empowers business of all sizes to scale and deliver value. Michael covers the role of the Chief Customer Officer in maximizing customer lifetime value. Join us as we discuss: Why is the lifetime value of a customer so important? The role of the Chief Customer Officer The Power Of Feedback    Now that you know the importance of customer success and being customer-focused… it's time to learn how to discover some sales methodology secrets and prepare a winning GTM strategy. Check out the full list of episodes here: The B2B Revenue Executive Experience. Listening on a desktop & can't see the links? Just search for B2B Revenue Executive Experience in your favorite podcast player.

What drives a company toward winning? Manjula Talreja, SVP and Chief Customer Officer of PagerDuty, shares how the company has evolved into an “operations platform in a digital-first environment” to help businesses create positive experiences for its customers. Tune in to learn from Manjula about how PagerDuty's “proactive” approach to support customers leads to wins internally and for the companies it serves.Tune in to learn:About PagerDuty and what the company does (00:30)Why driving customer experience is vital for brand loyalty (04:59)How PagerDuty is saving lives (16:11)What brought Manjula to PagerDuty (19:39)IT Visionaries is powered by Salesforce Platform and Dreamforce Twenty Twenty-Two. Catch the news and insights coming out of Dreamforce this year for free on Salesforce Plus. Content will start rolling at salesforce.com/plus on September 20th.Mission.org is a media studio producing content for world-class clients. Learn more at mission.org.

How has Customer Success evolved over the past ten years? What better place to start than discussing the latest Customer Success Benchmarking Index with Kellie Capote, Chief Customer Officer at Gainsight.Kellie has invested the last five years developing her perspectives on Customer Success at Gainsight in a broad array of Customer Success leadership roles, including becoming the Chief Customer Officer in 2021.What were some of the top findings from the 2022 CS Benchmarking Index? Kellie first highlighted that 41% of companies recently invested in forming a Customer Success Operations function and is currently present in 61% of companies. This highlights the operational rigor and excellence being developed in Customer Success.63% of Customer Success organizations are tracking Net Revenue Retention (NRR), proving that CS is being viewed as a revenue growth engine, not just a churn reduction department. 45% of CS organizations have subscription renewal responsibilities and will continue to grow as CS departments mature.One interesting topic discussed was that only 20% of CS organizations have primary responsibilities for up-sells and cross-sells. Thus how does a CS organization assume responsibility for NRR? Kellie highlighted that even though CS may not own the opportunity management process, 49% of the time, they are responsible for identifying potential up-sell and cross-sell opportunities while also ensuring customer satisfaction and product engagement which will organically impact existing customer expansion ARR. Kellie also highlighted the Customer Success Qualified Lead (SQL) as a sign that CS is actively focused and engaged on existing customer revenue expansion.What tools are the leading CS organizations using to drive customer success? Customer Success plans are used by 63% of companies to facilitate the definition and attainment of customer-specific success. One area of opportunity is to use "customer value measurements," which are a key part of CS plans. The best companies use a "business value framework" during the sales process and then continue to inform how the CS organization engages with customers to continue measuring and reporting the customer value promised and delivered!Whether you are a customer success professional or a SaaS executive investing in Customer Success to drive customer satisfaction, customer value, and increase Net Revenue Retention Rates, this conversion with Kellie is highly informative and instructive.