Beyond Philosophy

OCTOBER 19, 2023

I’ve learned to ask customers a question over the years. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! The essential theoretical insight regarding why customers change their minds is that we often think of our minds as unitary, meaning only one version of our minds.

Journey mapping 222

Journey mapping Sales Surveys Education 222

Beyond Philosophy

FEBRUARY 13, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Years ago, I read the Charles Duhigg’s book, The Power of Habit, and have been obsessed with habits ever since. Customer Experience Information & Resources. Complete this short survey.

Government 450

Government Consulting Consulting Customer Experience 450

Beyond Philosophy

AUGUST 13, 2022

We also look at the characteristics that fall under those dimensions to determine how these facets can affect our choices. The Big Five Personality Dimensions are the areas of our personality that drive our decisions. Customer Experience Information & Resources. appeared first on CX Consulting.

Personalization 222

Personalization Consulting Consulting Surveys 222

Beyond Philosophy

JULY 16, 2022

Our first pickle comes from Jane, who works at a large business-to-business company. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? First, we discuss how Jane can increase her response rates to her survey and get the team on board with the new initiative.

Consulting 395

Consulting Consulting Surveys Customer Experience 395

Beyond Philosophy

DECEMBER 31, 2019

It is essential to reflect where we have been and where we want to go at this time of year. However, 17 years later, far more than my consultancy is talking about it. . Both said Customer Experience had stagnated despite all efforts and resources invested into it. However, it also leads me to my first prediction: .

Customer Experience 383

Customer Experience Consulting Consulting Chatbots 383

Beyond Philosophy

SEPTEMBER 3, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. Customer Experience Information & Resources. Complete this short survey.

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

Beyond Philosophy

JANUARY 7, 2023

Customer experience enjoyed its first academic nod. In this episode, we explore the potential for the new year in the customer experience movement and combine the powers of decades of experience to guess what will happen in 2023. The American Customer Satisfaction Index is at its lowest level in 17 years. Check it out here.

Consulting 222

Consulting Consulting Customer Experience Surveys 222

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. That message is loud and clear in just the first two paragraphs of this article. According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service.

Government 205

Government Customer Service B2B B2C 205

Beyond Philosophy

AUGUST 20, 2020

We Are More Emotional on Our Phones Than Computers. Professor Melumad published a paper last year that examines how the way we express ourselves in different types of user-generated content is affected by the device we use to write them. We tend to write less on our mobile than we would on a computer. We Love Our Phones.

Transportation 873

Transportation Surveys Consulting Consulting 873

Beyond Philosophy

DECEMBER 24, 2022

The end of a year is always a nice reminder to reflect on time passed. It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. However, like any year, everything isn’t awful. Check it out here.

Entertainment 171

Entertainment Consulting Consulting Surveys 171

Beyond Philosophy

JANUARY 14, 2023

One of our listeners, Jason Bradley wrote in with a business pickle wanting to know what some of these signs are. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. How can we help?

Consulting 244

Consulting Consulting Sales Surveys 244

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Customer Service 194

Customer Service Airlines Self service Customer Experience 194

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years. My Comment: How do our customers define a good customer experience? Here are my top five picks from last week.

Chief Customer Officer 364

Chief Customer Officer Customer Service Best practices Contact Center 364

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Entertainment 95

Entertainment Marketing Best practices Technology 95

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. My Comment: This is the perfect “Happy New Year” article. 2020 was a year of disruption, but some saw also saw it as a year of acceleration. Here are my top five picks from last week. I love lists!)

Customer Service 362

Customer Service Entertainment Customer Experience Marketing 362

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. That message is loud and clear in just the first two paragraphs of this article. According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service.

Government 194

Government Customer Service B2B B2C 194

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI. I loved one of his first topics: AI is not the end of call centers. It’s making them better.

Customer Service 194

Customer Service Call Center Chatbots Call center experience 194

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Such is the case with a term Gartner introduced last year called multiexperience. CX (Customer Experience) has been around for years. My Comment: I love quotes, and our friends at SmartKarret have compiled 20 of them for us.

Customer Service 340

Customer Service Best practices Marketing Customer Experience 340

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year.

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. “We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” My Comment: For years, I’ve said customer satisfaction is a rating and customer loyalty is an emotion.

Customer Service 158

Customer Service Construction Contact Center Scripts 158

ShepHyken

DECEMBER 20, 2022

Top Takeaways: Time is the only inelastic resource. 53% of American consumers have chosen a business that responded to them first, even if they were not the least expensive. Plus, Jay shares strategies to create better speed for our customers. ” “The pandemic has permanently changed our society. .”

Customer Care 162

Customer Care Customer Experience Marketing Customer Service 162

Playvox

MARCH 7, 2024

Amplifying the Perspectives of Women in the Workplace When I first started my career, over 20+ years ago, it was very common for me to be the only female voice at the table. Surveys and focus groups allow you to determine the needs of your teams, opportunities for improvement, and existing resources to create a long-term strategy.

Best practices 87

Best practices Surveys Consulting Consulting 87

Totango

JANUARY 2, 2024

Here are just a few highlights from our conversation, and don’t forget to watch the entire lively discussion here. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations.

Automotive 99

Automotive Journey mapping Self service Sales 99

VirtualPBX

OCTOBER 19, 2023

Every entrepreneur, whether seasoned or aspiring, understands the importance of having access to valuable resources, insights, and strategies. In our relentless pursuit of supporting businesses across diverse industries , we are thrilled to announce a game-changing initiative: the introduction of our Playbooks.

Real estate 105

Real estate Finance Marketing Enterprise 105

AWS Machine Learning

FEBRUARY 13, 2024

With this launch, account owners can grant access to select feature groups by other accounts using AWS Resource Access Manager (AWS RAM). Additionally, usage details of shared resources can be monitored with Amazon CloudWatch and AWS CloudTrail. The resource owner account shares resources with the resource consumer accounts.

Accountability 102

Accountability Government Engineering Scripts 102

24-7 InTouch

APRIL 19, 2024

Environmental Achievements Safeguarding natural resources, fostering environmental stewardship, and adopting sustainable business practices are top of mind at IntouchCX. Our goal is to make a positive impact within the company, and contribute to the preservation of the planet for generations to come.

Metrics 52

Metrics Management 52

AWS Machine Learning

APRIL 8, 2024

For example, you can use legal documents with similar terms for different contexts, or movies that have a similar plot released in different years. Continue with the remaining conditions (for example, (genres = Strategy AND year >= 2023) OR (rating >= 9)) When finished, enter your query in the message box, then choose Run.

APIs 101

APIs Construction Chatbots Accountability 101

AWS Machine Learning

MARCH 4, 2024

Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be. And Sonnet is first available on Amazon Bedrock today. Our collaboration has already helped customers accelerate generative AI adoption and delivered business value to them.

Benchmark 134

Benchmark Finance Engineering Enterprise 134

NobelBiz

APRIL 2, 2024

With our out-of-the-box IVR features, you can easily customize menus, greetings, and call routing options to provide a smooth and efficient customer journey. With our out-of-the-box IVR features, you can easily customize menus, greetings, and call routing options to provide a smooth and efficient customer journey.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Outsource Consultants

AUGUST 31, 2023

Saint Louis Park, MN, August 31, 2023 – For the fourth year in a row, Outsource Consultants is proud to announce that we are a Minneapolis/St. This list contains the fastest-growing private companies in the Twin Cities and is based on revenue growth over the past three years. Paul Business Journal Fast 50 honoree. About Minneapolis/St.

outsourcing 67

outsourcing Consulting Consulting Call Center 67

24-7 InTouch

DECEMBER 19, 2023

This year’s World Environment Day theme, #BeatPlasticPollution, struck a chord with our ongoing efforts here at IntouchCX. We take our commitment to protecting natural resources seriously and with pride. The ethos of the three R’s—reduce, reuse, and recycle—is embedded in our operations.

Benchmark 59

Benchmark Management 59

Outsource Consultants

OCTOBER 29, 2021

Paul Business Journal Fast 50 honoree for the second year in a row. This list contains the fastest-growing private companies in the Twin Cities and is based on revenue growth over the past three years. This year, Outsource Consultants came in at number 14 after remarkable growth of 123%. Paul Business Journals 2021 Fast 50 list.

Consulting 126

Consulting Consulting outsourcing Call Center 126

AWS Machine Learning

APRIL 18, 2024

Then there are the times that others are talking in a language that’s not your first language, and you’d love to have a live translation of what people are saying to make sure you understand correctly. All of this, and more, is now possible with our newest sample solution, Live Meeting Assistant (LMA).

APIs 106

APIs Accountability Analytics Entertainment 106

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You can also download our customizable RFP template here. We hope this makes your RFP process a little smoother!

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Call Experts

APRIL 8, 2024

Follow these principles, and you’ll be able to take your customer service to the next level, creating loyal customers and helping your business grow for years to come. Tools for Effective Call Handling As Zendesk explains, over 65% of Americans today have higher expectations for customer service than in years past.

Customer Service 52

Customer Service Interactive Voice Response Call Center Scripts 52

AWS Machine Learning

DECEMBER 29, 2022

Last year, we announced the general availability of RStudio on Amazon SageMaker , the industry’s first fully managed RStudio Workbench integrated development environment (IDE) in the cloud. Launching this stack creates the following resources: 3 Private subnets. 1 Public subnet. 1 NAT gateway. Internet gateway.

APIs 102

APIs Engineering Analytics Scripts 102

Education Services Group

APRIL 27, 2021

The new year brought new opportunities for growth with ESG’s existing client base, new customer acquisition, and employee base. ESG Q1 2021 News: Total Q1 revenue increased 122% year-over-year. Total Q1 EBITDA increased 77% quarter-over-quarter, with year-over-year growth in excess of 1,000%.

Consulting 98

Consulting Consulting Enterprise Technology 98