Chief Customer Officer (CCO): CX & Customer Success [EN]

Learn active search for salespeople using LinkedIn and Sales Navigator, compare agency, internal, and independent recruiting, and leverage x-ray queries, email tools, and referrals to build a robust candidate funnel.

Develop a systematic sales training program for sdrs focused on the buyer's journey, customer avatars, and an aligned sales process with a robust bat/bant qualification matrix to drive consistent performance.

Develop a metrics-driven coaching culture by prioritizing one skill at a time, creating development plans, and conducting regular one-on-one meetings to boost sales performance.

Develop internal sales leaders through a 12-week leadership program, emphasizing coaching, corrective feedback, conflict management, active listening, and team development, while balancing internal promotion with external hires.

Speed up lead management and lead generation and engagement using modern sales technologies, automate routine tasks, and provide contextual information to salespeople with crm tools like HubSpot, Salesforce, and others.

Organize experiments to increase sales by fostering a culture of continuous improvement, generating ideas through internal hackathons, diagnosing problems with SWOT and PESL analyses, and testing hypotheses via A/B testing.

Explore case studies of the most successful experiments in sales and marketing, including affiliate programs, GPCT-based lead qualification, pricing tests, and gamification strategies.

Navigate the revenue funnel from lead to money, linking customer experience and customer success to drive revenue outcomes.

Explore budgeting foundations, zero-based budgeting, cash flow forecasting, and OPEX vs CAPEX balancing, then apply financial analysis, risk management, and capital strategies to optimize performance.

Learn to identify and hire A-players for customer experience and success, using a rigorous, numbers-driven sourcing and interview process to build high-performance teams.

Apply competency-based interviewing to assess candidates, use scorecards and tests like the GMA and work samples, and master selling vacancies to attract top CX talent.

Onboarding customer-facing employees focuses on structured adaptation through pre-boarding, a clear job offer, a rookie book, and mentorship, with goals, feedback, and gamified checklists.

Explore the four stages of team development—forming, storming, norming, performing—and how Belbin roles and leadership guide goal setting and role balance in CX teams.

Turn employees into a unified team by building trust, embracing constructive conflict, and applying Lencioni’s five dysfunctions; develop team-building, accountability, and clear goals for stronger teamwork.

Learn how to conduct employee termination in CX teams, decide whom to dismiss among A to E players, offer second chances, and execute exit management to minimize risk.

Learn to diagnose employee readiness and apply the right leadership style from directive to delegating to boost situational leadership and instant team effectiveness in CX and customer success.

Explore salary management for customer service and success teams, covering market-based pay, salary structure, motivation theories, and practical strategies to attract and retain talent.

Explore benefits as a strategic tool to attract, retain, and motivate employees. Learn about flexible benefits, health and work-life integration, and how to design costed programs.

Explore motivation theories from 1.0 to 3.0, uncover how autonomy, mastery, and meaning drive CX teams, and learn why money and gamification influence performance under total motivation.

Learn how to calculate turnover, implement retention strategies, prevent burnout, and use exit interviews and feedback to keep teams engaged and thriving.

Discover how to maximize CX team performance by boosting engagement with Gallup Q12, the three engagement dimensions, and practical action plans to improve motivation, loyalty, and well-being.

Explore how continuous, timely feedback motivates service teams through bi-directional coaching, radical candor, and clear performance metrics, enabling immediate improvements and self-regulation.

Apply talent management with the nine-box grid to map performance and potential, place A players in critical roles, rotate assignments, and coach for enhanced engagement and training.

Identify and leverage employee talents in cx teams by using strengths assessments such as Clifton StrengthsFinder, VIA, and HiFi, linking talents to engagement, health, and performance.

Develop employee competencies through targeted training that integrates soft and hard skills, coaching, and goal setting, guided by development plans and learning from experience.

Learn to diagnose problems, build a practical strategy with SWOT and PESTEL, test hypotheses, and align your team's actions with customer and business goals for improved performance.

Explore the okr system, its history and quarterly goals with measurable key results, and compare it with management by objectives and key performance indicators, plus the four disciplines of execution.

Learn to balance control and delegation with dashboards, weekly reports, and OKR reviews to evaluate results, reduce micromanagement, and boost team autonomy.

Learn to run effective one-on-one meetings between managers and employees by using specific, transparent, and regular sessions that build rapport, ask coaching questions, share feedback, and form clear action plans.

Learn how leaders coach customer service and success employees using one-to-one sessions, the GROW model, readiness checks, and practical tools like the balance wheel to unlock potential.

Explore effective team meetings through a clear agenda, relevant formats (offsites, quarterly reviews, weekly OKR meetings, daily stand-ups), and defined roles. Emphasize healthy conflict, inclusive participation, timely start and follow-up.

Explore collaborative problem solving for customer experience teams with an algorithmic, question-driven approach to managing different troublesome employee types. Shift conversations from past issues to future actions to improve teamwork.

Master change management in teams using Kotter's eight-step model and the eight accelerators. Build urgency, a guiding coalition, a clear vision, and effective communication to overcome resistance.

Learn how leaders balance functional and people management to drive business growth, applying insights from Google and Gallup, mastering OKR, recruitment, development, and team leadership through the 6B model.

Map the business model and value proposition, including costs, revenues, and key resources, to see how departments create value. Apply RACI and SIPOC tools to allocate responsibility and visualize processes.

Explore how swot and pestel analysis inform customer experience strategy by scanning environments, identifying opportunities and threats, and aligning internal capabilities.

Discover effective communication for CCOs and CX teams, mastering channels like meetings, email, and social tools, and techniques like nonviolent communication, active listening, writing, and persuasive presentation.

Develop business negotiation skills by mastering value exchanges, firmness over softness, and reading donkey, sheep, fox, and owl behaviors to strengthen bargaining, using no and what-if tactics to sharpen deals.

Learn to adapt CCO management tools for remote CX teams by applying remote work principles, checklists, and asynchronous collaboration to boost performance.

Explore tools for remote customer service and success teams, including messaging, project management (Trello, Jira, Asana, Notion, Airtable), cloud documents (Google Docs), password management, and knowledge bases.

Explore foundations of people analytics for customer team decisions, using data-driven HR metrics, turnover insights, and predictive approaches to improve business outcomes.

Segment customer-facing employees by characteristics such as department, tenure, engagement, and salary to reveal actionable insights. Visualize and cross-analyze segments to guide targeted hr analytics and better team management.

Learn to measure employee lifetime value and human capital ROI, calculating ELV, segmenting by value, and guiding HR decisions with CAMS and net activation metrics.

Visualize the employee journey map to boost attraction, activation, and retention using surveys, data, and ELV metrics across study, joining and adapting, work, recognition, growth and development, and exit.

Learn how to use hiring analytics to optimize the recruitment funnel and talent acquisition system, measure key metrics, set SLAs, and drive better hiring outcomes.

Apply abc analysis to link employee activation with business results using net activated value and elv, and build survey-based models to boost engagement and performance.

Use employee surveys to identify key engagement drivers by designing questions, analyzing correlations and regression, and applying key driver analysis to influence intention to stay and performance.

Explore multivariate regression in Excel to link engagement with leadership and resources, interpret beta coefficients, and build predictive models for HR and customer data.

Learn how to forecast workforce needs and test people initiatives using trend lines, predictive analytics, and experiments, including Delphi and nominal group techniques, with practical tools like Excel forecast sheets.

Launch engagement 1.0 guides designing an annual employee survey with Google Forms, using open-ended, closed, and scale questions, and strategies to maximize participation.

Learn how engagement 2.0 shifts toward pulse surveys and immediate feedback, selecting suitable tools, piloting with progressive teams, and applying change management to boost engagement in customer-facing teams.

Discover engagement 3.0's data-driven approach, including sentiment analysis and AI nudges, shaping employee and customer experiences. Map the employee journey across technological, cultural, and physical environments.

Learn to build a high-engagement culture through OKRs, radical candor, and teal organizations, emphasizing measurement, leadership, team cohesion, and clearly defined roles to boost engagement and performance.