Beyond Philosophy

JANUARY 17, 2020

At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. We believe that this reality has been on the horizon for some time now. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.

Consulting 300

Consulting Consulting Customer Experience Marketing 300

TeamSupport

MARCH 11, 2024

The Big Trends So what's on the horizon? Expect to see more personalized experiences, tailored to each customer's preferences and history. The future of customer support involves integrating these channels for a seamless customer experience. So why wait for the future when you can experience it now?

Customer Support 52

Customer Support Self service Customer centricity Analytics 52

TeamSupport

MARCH 11, 2024

The Big Trends So what's on the horizon? Expect to see more personalized experiences, tailored to each customer's preferences and history. The future of customer support involves integrating these channels for a seamless customer experience. So why wait for the future when you can experience it now?

Customer Support 52

Customer Support Self service Customer centricity Analytics 52

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

AWS Machine Learning

JUNE 9, 2022

We are excited to announce that in Amazon Forecast , you can now start your forecast horizon at custom starting points, including on Sundays for weekly forecasts. It uses state-of-the-art algorithms to predict future time series data based on historical data, and requires no ML experience. Forecast frequency unit. Boundary unit.

APIs 78

APIs Engineering Management 78

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? It’s a bit like an aircraft carrier on the horizon heading your way; you can’t miss it, but if you do, you will likely notice it way too late.

Consulting 444

Consulting Consulting Customer Experience Metrics 444

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more groups in your company. One size does not fit all.

Customer Experience 174

Customer Experience Customer centricity Metrics Sales 174

Beyond Philosophy

FEBRUARY 20, 2021

Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history. Key Ideas to Improve your Customer Experience.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

MiaRec

JANUARY 15, 2024

Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. Stay tuned for more updates as we continue to innovate and enhance the MiaRec experience. And that's just the beginning! Curious to learn more?

Coaching 52

Coaching Scripts Feedback Contact Center 52

Beyond Philosophy

OCTOBER 12, 2023

Endemic Problems With The Planning Fallacy However, from a Customer Experience perspective, the danger is that it happens across the organization. When we’re on a short time horizon, we have a good sense of how much of any given resources we have. Almost none of them complete their project in that timescale.

Healthcare 221

Healthcare Engineering Banking Accountability 221

Beyond Philosophy

DECEMBER 29, 2022

The same goes for Customer Experience. Many organizations have decided to improve their experience but have failed because of implementation. When you broaden your horizons, it stimulates new ideas or creates space for new ideas. Those differences are critical to the results you can expect.

Consulting 195

Consulting Consulting Customer Experience 195

TeamSupport

APRIL 23, 2024

Tailoring Customer Experiences with Automation TeamSupport Automation elevates customer interactions by enabling personalized communication at scale. No longer besieged by the mundane, your support team can now channel their expertise where it truly matters – in crafting memorable customer experiences and driving innovation.

Customer Support 40

Customer Support Personalization Customer Experience Management 40

Beyond Philosophy

APRIL 16, 2021

However, my experience is to the contrary; company politics are all over the place. In my experience, it’s about how somebody can gain power or a promotion in some way. At one organization I worked with, the new Chief Marketing Officer (CMO) wanted to engage us to improve their experience. Do a good job.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

MARCH 2, 2020

When you consider all the interactions I had, this terrible experience cost O2 a lot of time and money, between the employee time and energy and the hard costs of the multitudinous SIM cards shipped. Are you computing lifetime value of a customer, and if so, over what horizon (e.g., Are you including customer acquisition costs?

Customer Service 470

Customer Service Consulting Consulting Wait times 470

CSM Magazine

JUNE 29, 2022

With buyer satisfaction levels plummeting to a 17-year low, and less than 35% of consumers completely satisfied with their brand relationship, there is huge stakes resting on your ability to provide satisfying experiences. This begs the question – does your brand have the insights and strategies needed to buck this trend?

Banking 52

Banking Marketing Personalization Customer Service 52

Contact Center Pipeline

FEBRUARY 28, 2017

Our five most-read blog posts of the month touched on a variety of popular topics, including leadership, omnichannel, customer experience, workforce management, staffing and customer service. Inside View: Eileen Campbell, Horizon Utilities Highly effective leaders can create the type of […].

Customer Experience 100

Customer Experience Management Customer Service Contact Center 100

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Tethr

NOVEMBER 23, 2021

As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry. That’s right; AI is improving customer experience in so many ways, that you might not even know AI is involved at all.

Customer Experience 91

Customer Experience Chatbots Personalization Sales 91

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Here are my top five picks from last week.

Customer Service 204

Customer Service Personalization Self service Metrics 204

Horizon CX

NOVEMBER 9, 2023

The Frontline Struggle: Unraveling the Challenges of Business-to-Consumer Customer Experiences In the bustling world of business, where transactions occur and relationships are built, the frontline plays a pivotal role in shaping customer experiences. A Call for Change One solution to this dilemma is a radical shift in perspective.

Customer centricity 52

Customer centricity Customer Experience Feedback Management 52

CSM Magazine

OCTOBER 11, 2023

The AI revolution is on the horizon and online bet sites are about to be rebuilt from the ground once again, and it is exciting to see what developers are going to be capable of doing to evolve the overall experience of playing games online. The main goal is to make it a safer, more reliable place for all Canadian players.

Technology 52

Technology Accountability Personalization 52

Beyond Philosophy

AUGUST 1, 2018

With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? I see it happen all too often as a global Customer Experience consultant. Charles Duhigg’s book The Power of Habit teaches us that people engage in specific behaviors when they experience a habit’s trigger.

Airlines 299

Airlines Sales Consulting Consulting 299

VirtualPBX

AUGUST 15, 2023

VirtualPBX, a trusted name with over two decades of experience in catering to communication needs, has taken the lead in guiding businesses to leverage robust texting features for future-proofing their operations in addition to voice. Additionally, VirtualText PRO & Text Forward were introduced as tools to enhance the SMS experience.

Best practices 98

Best practices Marketing Feedback Sales 98

Beyond Philosophy

FEBRUARY 25, 2021

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history. When I read this book, I thought, “Bloody hell! This is it!”

Consulting 195

Consulting Consulting Personalization Management 195

AWS Machine Learning

OCTOBER 18, 2022

Quick build training enables faster experimentation to understand how well the model fits to the data and what columns are driving the prediction, and allows business analysts to run experiments with varied datasets so they can select the best-performing model. Create a Quick build in Canvas. Choose Save. About the Authors.

Metrics 80

Metrics Best practices Sales Marketing 80

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Customer centricity 98

Customer centricity Customer Experience Marketing Personalization 98

24-7 InTouch

JUNE 26, 2023

With an industry that generates billions in revenue each year, the focus on gamers’ experience has never been more crucial. As a thought leader in customer experience optimization, IntouchCX understands the significance of delivering exceptional gaming experiences.

Best practices 52

Best practices Feedback Technology Surveys 52

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”. Are you sure?

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

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.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Tethr

AUGUST 28, 2020

But by disregarding contradictory customer data, companies are at risk of failing to deliver the customer-centric experiences they need to survive. Allow the insights to lead the way—regardless of the uncharted territory on the horizon. Every business wants to figure out why some customers have positive experiences and others don’t.

Customer centricity 110

Customer centricity Analytics Enterprise Sales 110

Tethr

FEBRUARY 8, 2021

Broadened Data Horizons. The customer, and the customer experience, should be front and center on your scorecards, with at least 30% of the scorecard devoted to CX ratings. 96% of customers who’ve had a difficult experience report back that they are unlikely to repurchase and very likely to spread negative word of mouth.

Call Center 117

Call Center Coaching Surveys Accountability 117

VirtualPBX

NOVEMBER 18, 2021

Navigating the Small Business Saturday 2021 Shopper Experience. Positivity is on the horizon for those ready for Small Business Saturday 2021. By tying in another business product with yours, you create an even more memorable experience, as well as help out your community. 2020 was a challenging year on so many levels.

Personalization 98

Personalization Sales Marketing Customer Service 98

C Space

JANUARY 19, 2021

He is co-founder and Executive Co-Sponsor of Interbrand Groups Global DEI Board, Millennial Talent Board and Co-Sponsor of the Global Horizon Board. “As This includes dedicated DE&I Boards, and a Global Horizon Board; young talent from 12x key markets, who regularly consult with Executive Leadership.

Consulting 52

Consulting Consulting Finance Marketing 52

Aspect

JANUARY 14, 2021

But as the markets have recently indicated, there is optimism as recovery is looming on the horizon. Increased Reliance on the Digital Experience. The future of customer service and experience is highly specific and personal. Front Line Specialists Define CX.

Contact Center 116

Contact Center Government Self service CRM 116

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Personalization 52

Personalization Wait times Technology Self service 52

CSM Magazine

AUGUST 8, 2023

For a brand or individual, it means creating videos that resonate with the audience, showcase real-life experiences, or give a behind-the-scenes peek. Collaborate with Influencers Expand your horizon. In doing so, you can foster a bond of trust and likability with your followers.

Advertising 52

Advertising Entertainment Feedback Marketing 52

CSM Magazine

OCTOBER 5, 2023

The evolution of online casino graphics and animation has not only improved visual aesthetics but has also played a pivotal role in creating immersive gaming experiences. Virtual reality (VR) and augmented re­ality (AR) are already on the horizon, promising to transport playe­rs into even more imme­rsive and interactive gaming adve­ntures.

Transportation 59

Transportation Technology 59