Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

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Customer Experience Customer emotions Customer centricity Consulting 334

Enghouse Interactive

JULY 23, 2021

The Peak-End rule states that people remember an experience’s strongest emotion (the Peak) and its concluding emotion (the End). These emotions could be positive or negative. In a contact centre, organisations should understand: What is the Peak emotion of the call? Satmetrix Systems, Inc., About Colin Shaw.

Customer emotions 98

Customer emotions Management Consulting Consulting 98

Beyond Philosophy

MARCH 4, 2019

Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.

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Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

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Customer centricity Construction Enterprise Marketing 244