A Quote about the CCO Council from Curtis Bingham
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Voice of the CCO: Bob Greenberg on the 4th Annual CCO Summit

Wednesday, November 14, 2012

Bob Greenberg, Executive Director of The Advertising Week Experience for Advertising Week magazine and former CMO of Panasonic, shares why he's glad he attended the CCO Council's 4th Annual CCO Summit.

Video Transcript

I'm really glad I came to this Summit because the best way to learn, I've found over the years, is to learn from your peers: people who really understand what you're going through, people who are going through it themselves, and people who are in the process of developing great solutions to what seem to be common problems. And over the last two days I've really learned.

I'm coming here, what I would like to say, "stupid" and leaving "smart". Thank you so much.

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Categories: CCO Council | Chief Customer Officer

Voice of the CCO: Brian Study on CCO Council Membership

Tuesday, November 13, 2012

Brian Study, Chief Customer Officer of SAVO Group, explains what sets the CCO Council apart from other customer experience organizations, as well as what makes the group's activities in general and the Summit's content in particular so relevant to the daily demands of his role.

Video Transcript

I've really enjoyed my participation in the Summit this year and my experience with the Council overall. 

What I've found is, particularly in this age of social networks, there's lots of groups out there that focus on user experience; there's lots of groups that focus on customer success, which is an element of the Chief Customer Officer Council that's near and dear to my heart. But I have not found a group that has this level of executive participation; where you can bring a group of people together who are going to spend as much time as we do here, focused on both the strategic and the tactical things that occupy my daily life. 

Sometimes you go to a conference and you wind up stepping away from your day job for a while and thinking about all the things that it would be great to do. But literally, everything we've talked about here I can take right back into my work, whether it be tomorrow or in the evening when I go back and start checking email. This is very much in line with what I worry about every day. 

And having, again, this level of executive participation -- not just the masses, but this level of leadership talking about what's working and what's not working in their own organizations from a very diverse group of people -- has been a really great experience and a really valuable one in terms of what I'm going to be able to bring back to my organization.

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Voice of the CCO: Monte Salsman on the 4th Annual CCO Summit

Monday, November 12, 2012

 

Monte Salsman, Chief Operating Officer of WinWholesale, shares the characteristics of the CCO Council's 4th Annual CCO Summit that encouraged and excited him the most.

Video Transcript

This is my first Summit -- it's the October 2012 Summit -- and I found it to be very valuable. The level of participant was extremely high; the level of knowledge exceeded my expectations and one of the things I thought was very encouraging and helpful was the open dialog

It was a group of peers who were very talented who, I thought, were also willing to be vulnerable and humble. And so there was not an attempt to sugarcoat everything. I thought there were very realistic war stories about what worked and what did not work.

And I think the thing that excited me the most is -- the overall theme for me was -- how to bring the voice of the customer closer to the C-suite. There were some very talented and capable people who gave great ideas on how to do that and how to continue to do it with a higher degree of excellence.

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Voice of the CCO: Phil Bussey on CCO Council Membership

Friday, November 09, 2012

 

Phil Bussey, SVP & Chief Customer Officer of Puget Sound Energy (PSE), talks about the value he derives from his membership in the CCO Council and from attending the Annual CCO Summit.

 

Video Transcript

This is [the] second Summit that I've been to and I'm a relatively new member of the Chief Customer [Officer] Council, but I have found that it has been an incredibly valuable experience for me to be surrounded by my peers. They're all concerned about the future of their companies as it relates to the customer and the customer experience, at the same time coming from very different fields, which challenges my thinking, gets me thinking outside of my normal industry and sector and provides new ideas. It's also a whole network of folks that I can go back and follow up with, talk to, share ideas with, bounce opportunities off of. I've found that to be incredibly valuable. 

The Summit itself always captures a theme, which we're able to dig deep into, bring speakers into, and study; turn the rock over several times on issues, which creates new things and ideas, both from a philosophical approach in a strategic way but very tactical steps that I can take to go back and improve the customer experience in my own organization.

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Voice of the CCO: Scott Bennett on the 4th Annual CCO Summit

Thursday, November 08, 2012

Scott Bennett, CMO for the Chief Outsiders, former CMO of the American Cancer Society, and Advisory Board member of the CCO Council discusses the relevance of the Council and the Annual CCO Summit to those businesses that understand the need to embrace the customer as part of their success.

 

Video Transcript

How I would describe the value of the Summit is that it's a place, it's a forum for leaders and corporate America to come together who have similar challenges, particularly around organizational focus and attention around the customer, and to share best practices and understand how folks in these positions are encouraging others within their own organizations to wrap their head and their arms around the customer. 

It's really kind of an amazing thing when you think about it that, in today's era of consumer, and I say that particularly because of social media and the fact that consumers -- somebody said it today in the group: the consumer is no longer the king, the consumer is god -- and yet companies still have a sense of myopia and tend to be more concerned about the bottom line and there really isn't going to be a bottom line without reaching across the bridge and being much more customer centric. 

And so, what I really like about the Summit, and being a part of the Council, is that I've got peers and others that I can talk to and work with and overcome challenges; like, a new CEO or an operationally-driven organization or a financially-driven organization. How do you bring the customer into that equation, demonstrate value, and create an environment where everybody views it as their job to support and encourage the customer?

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Voice of the CCO: Steve Mescon on the 4th Annual CCO Summit

Wednesday, November 07, 2012

 

Steve Mescon, Community Director for Riot Games shares his key takeaways from attending the 4th Annual CCO Summit.

 

Video Transcript

The Council meeting was really an interesting experience for me. I came into this completely blind. I didn't know anybody who was here. I had no idea what to expect and it was a fascinating two days.

It really opened my eyes to the fact that, there are a lot of companies that are going through a lot of the problems that I'm going through and even though they're in different industries and they're different businesses and some of them are bigger and some of them are smaller, there was a wealth of knowledge from both the people who presented and the people who participated in conversations. 

I'm really able to use a lot of what I learned over the past couple of days and apply it to things that I'm working on right now. So it was very practical for me. But my expectations were absolutely blown away.

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Categories: CCO Council | Chief Customer Officer