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

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 Customer Experience Management 195

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 [.]

Contact Center 52

Contact Center Chatbots Enterprise 52

PeopleMetrics

SEPTEMBER 24, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. To learn more about how to get the best of both worlds, contact us: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Marketing 226

Marketing Feedback Customer Experience Advertising 226

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 77

Contact Center Virtual Agent Agent burnout Self service 77

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.

voip 52

voip Automotive Banking Accountability 52

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 Customer Experience Management 98

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 Contact Center Quality management 97

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?

Customer Experience 227

Customer Experience Customer Service Technology 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 Customer Experience Feedback Contact Center 163

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

Marketing 70

Marketing Customer Experience Feedback Advertising 70

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

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 Customer Experience Analytics Consulting 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 Customer Service Chatbots 97

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.

Customer Experience 221

Customer Experience Entertainment Construction Consulting 221

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.

Customer Experience 71

Customer Experience Surveys Feedback Analytics 71

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 Customer Experience Metrics Sales 89

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 Customer Experience Analytics Feedback 117

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 Customer Experience Feedback 116

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 Customer Experience Analytics Feedback 71

Call Center Weekly

FEBRUARY 5, 2018

He's written two books on leadership and has been president of his own company since 2001. Mitchell Consulting Inc is both a health care finance consultant and an authority on leadership and diversity issues. Connect with Mitch: Website | Blog | Twitter | YouTube.

Consulting 288

Consulting Consulting Personalization Finance 288

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 Customer Service Marketing 108

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to close the loop? 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.

Customer Experience 83

Customer Experience Feedback Analytics Marketing 83

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 Quality management Consulting Consulting 195

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.

Interactive Voice Response 48

Interactive Voice Response Best practices Customer Experience Chatbots 48

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.

Customer Experience 210

Customer Experience Feedback Telecommunications Surveys 210

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Set up RCA today! 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.

Customer Experience 87

Customer Experience Management Best practices Analytics 87

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 Technology Marketing 40

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 Customer Experience Banking Accountability 82

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 Airlines Feedback 122

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 Customer Experience Call Center 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 Contact Center Customer Experience 91

CSM Magazine

JUNE 30, 2021

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. AI chatbot handles peaks and supports business growth.

Chatbots 105

Chatbots Customer Service Self service Interactive Voice Response 105

Robert Davis

AUGUST 2, 2018

More importantly, the “real” unemployment rate (U6) continues to drop and is now 7.6%, the lowest since 2001 ( [link] ). In May 2018, the unemployment rate (U3) hit 3.8% before ticking up to 4.0% in June because more people are entering the job market ( [link] ). Employers have two choices: Work smarter to keep their current employees.

Contact Center 48

Contact Center Marketing Coaching Call Center 48

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 Technology Coaching 52

ijgolding

JUNE 22, 2015

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. It was all made possible due to the power of social media.

Personalization 83

Personalization Customer Service Customer Experience Feedback 83

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.

Customer Experience 121

Customer Experience Surveys Feedback Analytics 121