Conversations With Chief Customer Officers: Rosetta Stone's Jay Topper
November 15, 2011
Why Read This Report
Rosetta Stone appointed Jay Topper to the role of senior vice president of customer success in 2009 to help the firm make a radical transition from a product company to a services model. The new position aligned all post-sales groups under Jay, who took on the task of coordinating customer interactions to drive both engagement and satisfaction. Jay and his team are now able to boost customer satisfaction — as well as the firms' bottom line — by carefully monitoring and improving customers' service usage at all points of the language learning process. Forrester interviewed Jay as part of an ongoing series to understand the role of this type of executive orchestrating enterprisewide customer experience, a position that Forrester calls a "chief customer officer (CCO)."
Already a Client?
Log in to read this document.
Become a Forrester Client
Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Also in Collection: Conversations With Chief Customer Officers
Conversations With Chief Customer Officers: USAA's Wayne Peacock
February 15, 2011 | Paul Hagen
Conversations With Chief Customer Officers: Boeing Training And Flight Service's Roei Ganzarski
May 6, 2011 | Paul Hagen
Conversations With Chief Customer Officers: KeyBank's Trina Evans
June 3, 2011 | Paul Hagen
Predictions 2015: Federal Customer Experience Finally Turns The Corner
November 7, 2014 | Rick Parrish
The Rise Of The Chief Customer Officer
January 24, 2011 | Paul Hagen
2011 Customer Experience Predictions
January 14, 2011 | Kerry Bodine