Beyond Philosophy

JUNE 1, 2023

When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere.

Accountability 195

Accountability Call Center Education Consulting 195

Inbenta

JUNE 16, 2020

Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco. Collaboration Success Story: CERN.

Chatbots 95

Chatbots Enterprise Technology Management 95

CSM Magazine

FEBRUARY 6, 2022

Since the turn of the millennium that has become commonplace, with every year except 2001, 2003, 2004, 2009, and 2020 resulting in two winners for the Hall of Fame position. He joins 59 other respected names like David “Chip” Reese (1991), Stu “The Kid” Ungar (2001), and GGPoker pro Daniel Negreanu (2014).

Entertainment 52

Entertainment 52

Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs.

Enterprise 59

Enterprise Chatbots Contact Center 59

Avoxi

SEPTEMBER 28, 2018

Since 2001, AVOXI has helped businesses find the best toll free number pricing around the world. This 800 number price guide was originally posted in May 2017.

72

72

SmartAction

DECEMBER 15, 2021

The early 2000s recession affected the US from March 2001 to November 2001 and led to a decline in participation in the workforce. Below you’ll find a graph with data regarding the topic beginning in 1990 (when the global labor force participation began to show a steady decline) and now. In January of 2000, 67.3%

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

ShepHyken

MARCH 28, 2017

Featured Interview: Shep begins his interview with Anthony Goonetilleke by asking if we have reached the point of HAL, the computer in 2001 A Space Odyssey? You want to be ahead of the game. Should we be nervous or scared of that type of technology?

Technology 227

Technology Customer Experience Customer Service Personalization 227

PeopleMetrics

JULY 20, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to kickstart an excellent CX program? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

Momentum Telecom

JUNE 30, 2021

We’ve been serving customers since 2001. We go through a unique, detailed discovery process. We determine the right solution, often uncovering things no other service provider asks about. Why Choose Momentum? We have a 20-year track record of helping our clients and partners succeed.

Marketing 98

Marketing Sales Management Technology 98

Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs. But in reality, there are a lot of human capabilities [.]

Enterprise 52

Enterprise Chatbots Contact Center 52

Spearline

MARCH 24, 2022

862, PESQ arrived in 2001. It may be due to the utility nature of a person-to-person phone call, but with the advent of multi-party conferencing and collaboration, audio quality has become much more critical. Perceptual Evaluation of Speech Quality, PESQ, provides a more objective, scientific approach. Otherwise known as ITU-T P.862,

Telecommunications 97

Telecommunications voip Government Quality management 97

JustCall

AUGUST 12, 2022

10-digit dialing became obligatory on January 10, 2001. On February 10, 2001, the first 980 digits were assigned. On May 1, 2000, the 980 area entered operation. On that day, a phase of permissive dialing started, allowing both seven and ten-digit calls.

Automotive 52

Automotive Banking voip Accountability 52

Beyond Philosophy

DECEMBER 2, 2021

I still remember back in 2001 when Cadillac used Rock and Roll by Led Zeppelin in their commercial. Consider how firms leverage nostalgia. In some cases, the nostalgia creates a halo effect. For example, car commercials use songs that appeal to their target customers.

Entertainment 221

Entertainment Construction Consulting Consulting 221

Contact Center Pipeline

DECEMBER 15, 2022

Company 2Ring CEO/Founder Ondrej Smolar Founded 2001 Describe your company 2Ring is an independent software vendor focused on innovative enhancements for many of the major contact center platforms (Amazon, Cisco, Five9, Genesys).

Contact Center 26

Contact Center Customer Experience 26

City Communications

MAY 18, 2020

Since 2001, we have been in the business of helping organizations with their technology needs. Most of our new customers come from referrals from customers, word-of-mouth, or referrals from our Independent Business Partners (IBPs).

Technology 52

Technology Contact Center 52

Jon Arnold

MAY 6, 2021

You might be surprised to know that Five9 started in 2001, so this isn’t exactly a startup with wheels or a unicorn with hardly any revenues. So much more to talk about, and before I close off with some screenshots that can be shared, the intangibles of leadership have a lot to do with their success.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

Beyond Philosophy

JANUARY 27, 2022

Reichheld also wrote that according to Bain’s 2001 Survey of Management Tools, one in every five users reports that CRM initiatives not only fail to deliver profitable growth but damage long-term customer relationships.

CRM 195

CRM Consulting Consulting Quality management 195

Maru Group

FEBRUARY 7, 2022

The distrust stems from the 2001 Corralito policies in Argentina restricting people’s ability to withdraw cash from their accounts. The desire to leverage BNPL solutions helps offset significant inflation as high as 50% in Argentina, low living wages, and a general distrust of banks.

Personalization 89

Personalization Banking Marketing Sales 89

CSM Magazine

AUGUST 3, 2021

Steijaert began his McDonald’s career as a field service consultant in 2001. I am thrilled to lead this new team as we work to create more and better ways to connect with our customers at every touchpoint, transforming the definition of customer interaction.”. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Analytics 52

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Use these tips to foster better communication and create a positive employee experience in difficult times. About the Author. As CEO, he guides the company’s vision and strategy.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Add video to your surveys! Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Surveys 71

Surveys Consulting Consulting Feedback 71

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Customer Service 117

Customer Service Consulting Consulting Analytics 117

Toister Performance Solutions

JULY 14, 2022

For example, Enron was an energy company that made headlines in 2001 for massive accounting fraud. They help define the service culture and guide employees when they’re faced with a tough decision. There's one really big caveat: proclaiming a certain value does not make it true.

Accountability 108

Accountability Marketing Customer Service 108

PeopleMetrics

JULY 17, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. No bad surveys. Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Surveys 71

Surveys Consulting Consulting Analytics 71

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Have questions about a B2B or B2C VoC program? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

B2C 122

B2C B2B Real estate Airlines 122

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Surveys 82

Surveys Banking Accountability Consulting 82

Beyond Philosophy

MAY 17, 2016

In preparation for Customer WinBack , my 2001 book on customer loss and recovery co-authored with Jill Griffin, we conducted original research among purchasing agents and sales/marketing managers to better understand the essential value delivery perceptual differences between customers and suppliers.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Gearing up to reopen? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Surveys 121

Surveys Feedback Consulting Consulting 121

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. What CX lessons have you learned in 2019? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Best practices 48

Best practices Interactive Voice Response Chatbots Consulting 48

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Thinking about switching to VoC? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Feedback 94

Feedback Surveys Consulting Consulting 94

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to collect feedback at every touchpoint? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Need help wrangling internal stakeholders? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. Original Article by Mila D’Antonio. I joined the company seven years after founders Don Peppers and Martha Rogers PhD envisioned, evangelized, and popularized the concept of one-to-one relationships.

Customer Experience 52

Customer Experience Average Handle Time Coaching Enterprise 52

Jon Arnold

JANUARY 3, 2018

I wanted to start off 2018 with my extended thoughts about BroadSoft , a company that has continuously stayed on the forefront of innovation in our space from my earliest days as an analyst in 2001.

Customer centricity 40

Customer centricity Marketing Technology 40

PeopleMetrics

NOVEMBER 22, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Looking for creative ways to talk about CX? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Feedback 54

Feedback Consulting Consulting Marketing 54

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. When the book is out, we'll also be doing a video about each one of the 40 lessons. Look out for more CX Secrets videos soon, and the book release in early 2018!

Consulting 70

Consulting Consulting Feedback Analytics 70