INDUSTRY INSIGHTS YOUR PEERS ARE READING
This article is written by Paul Heald : Paul created BrightTALK in 2002 to help professionals advance their careers and learn from the expertise of global thought leaders. MORE
I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. MORE
I founded my global Customer Experience consultancy in 2002. How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. MORE
I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. There are 2 killers of corporate life – speed and politics. Let me give you some background. MORE
Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. In case you missed it, Richard Thaler won the Nobel Prize in Economics. MORE
Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. MORE
This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. Their program has plateaued and now they don’t know what to do. MORE
When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. MORE
As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses. Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”. MORE
Tweet The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t [i]. MORE
Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”. Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. MORE
About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service. MORE
The article is based on research that was summarized in an HBR article in May 2002. Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? MORE
In part, he authors built on ambassadorial ideas expressed in two editions of The Customer Comes Second (1992 and 2002), by Hal Rosenbluth and Diane Peters. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. Whether it is physically less exhausting to smile than to scowl, it is certainly beneficial, and thus there is something to this ancient exhortation to put aside negative emotions long enough to “turn a frown upside down.”. MORE
When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. MORE
In 2002, Sepso jumped on the opportunity and co-founded Major League Gaming, which became one of the largest esports (or, competitive gaming) companies in the world. Inflection Spotting. There’s a good chance that you’re lost right now. Perhaps something changed on your path, and you’re unaware that you’re headed in the wrong direction. The thing about being lost is that you’re usually lost for some time before you know it. Tweet. Dan Sills. Associate Director at C Space. MORE
Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI. MORE
Having worked in Customer Experience since 2002, I may be too much of a purist. I am apprehensive about my industry. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. MORE
I started my career with Convergys in 2002 as a Customer Service Representative. Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience. MORE
When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). MORE
And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. We live in the data age. Data is collected about our personal behavior everywhere. MORE
Since 2002, I have learned some truths about starting my own business. In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). MORE
I started my career with Convergys in 2002 as a Customer Service Representative. At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. MORE
About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service. MORE
What started as an AI experiment back in 2002, SmartAction found its way to market in 2009 to automate the repetitive conversations handled by live agents – the front line where AI technology is finding its way into the marketplace,” said Tom Lewis, CEO, SmartAction. “On MORE
According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. What they/we expect from a pub is on the whole different in 2014 to 2002. The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. MORE
Flipping the script on call center job location When AnswerConnect was founded in 2002, we ran a pretty typical call. Continue Reading → The post Customer Service Jobs from Anywhere appeared first on AnswerConnect Blog. Mission MORE
I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. MORE
Many of you might know that I started my global Customer Experience consultancy in 2002, back when the movement began. “If all of your friends jumped off a cliff, would you do it, too?”. Who hasn’t heard that one before? MORE
In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. MORE
Back in 2002, Atlassian launched their first product, Jira. At the time, they didn’t make a lot of waves. The company was tiny and their product was one of many in a fairly crowded market. MORE
Surveys with fewer response options are “forcing” respondents into a category that causes information loss and renders the results to be less reliable than those with more variability (Van Bennekom, 2002). 2002). 2002). MORE
This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. MORE
So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. MORE
I founded Beyond Philosophy in the UK back in 2002. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002. MORE
So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). MORE
As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. MORE
Since 2002, I have worked with all types of industries. Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? MORE
I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. MORE
OK, so I’m not talking about the 2002 Minority Report. Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. MORE
2002 Related Topics AnswerConnect
DECEMBER 6, 2017
Flipping the script on call center job location When AnswerConnect was founded in 2002, we ran a pretty typical call. Continue Reading → The post Customer Service Jobs from Anywhere appeared first on AnswerConnect Blog. Mission
Beyond Philosophy
FEBRUARY 11, 2019
When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was).
Beyond Philosophy
OCTOBER 12, 2016
And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. We live in the data age. Data is collected about our personal behavior everywhere.
Beyond Philosophy
DECEMBER 19, 2017
I founded Beyond Philosophy in the UK back in 2002. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002.
Beyond Philosophy
FEBRUARY 5, 2019
So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT).
Customer Relationship Metrics
MAY 8, 2017
Surveys with fewer response options are “forcing” respondents into a category that causes information loss and renders the results to be less reliable than those with more variability (Van Bennekom, 2002). 2002). 2002).
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Beyond Philosophy
FEBRUARY 5, 2019
So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too.
Beyond Philosophy
JANUARY 8, 2018
Having worked in Customer Experience since 2002, I may be too much of a purist. I am apprehensive about my industry. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience.
Beyond Philosophy
MARCH 29, 2017
I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan.
Beyond Philosophy
FEBRUARY 20, 2017
As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses. Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”.
Beyond Philosophy
MAY 3, 2018
I founded my global Customer Experience consultancy in 2002. How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out.
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Beyond Philosophy
OCTOBER 19, 2016
Since 2002, I have worked with all types of industries. Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines?
Beyond Philosophy
JANUARY 16, 2018
In part, he authors built on ambassadorial ideas expressed in two editions of The Customer Comes Second (1992 and 2002), by Hal Rosenbluth and Diane Peters. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
Beyond Philosophy
MAY 12, 2015
Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise.
Beyond Philosophy
JULY 6, 2016
I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions.
Beyond Philosophy
JUNE 20, 2016
I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. There are 2 killers of corporate life – speed and politics. Let me give you some background.
Beyond Philosophy
AUGUST 10, 2016
As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. There is a shift in power for Telecoms in the Asia Pacific region toward the consumer.
Beyond Philosophy
AUGUST 18, 2015
In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways.
SmartAction
FEBRUARY 21, 2019
About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.
Beyond Philosophy
MARCH 16, 2015
I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally.
Beyond Philosophy
SEPTEMBER 24, 2015
Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”. Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions.
Beyond Philosophy
NOVEMBER 20, 2015
Since 2002, I have learned some truths about starting my own business. In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post).
Beyond Philosophy
APRIL 7, 2016
When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods.
Chip Bell
JANUARY 22, 2019
In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. Whether it is physically less exhausting to smile than to scowl, it is certainly beneficial, and thus there is something to this ancient exhortation to put aside negative emotions long enough to “turn a frown upside down.”.
Beyond Philosophy
JANUARY 7, 2016
This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program.
Customer Guru
FEBRUARY 13, 2018
I started my career with Convergys in 2002 as a Customer Service Representative. At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.
CSM Magazine
MARCH 16, 2016
Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI.
SmartAction
JULY 13, 2018
What started as an AI experiment back in 2002, SmartAction found its way to market in 2009 to automate the repetitive conversations handled by live agents – the front line where AI technology is finding its way into the marketplace,” said Tom Lewis, CEO, SmartAction. “On
Beyond Philosophy
APRIL 7, 2016
When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods.
Beyond Philosophy
JANUARY 7, 2016
This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. Their program has plateaued and now they don’t know what to do.
Customer Guru
MARCH 7, 2018
I started my career with Convergys in 2002 as a Customer Service Representative. Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience.
Solvvy
JULY 5, 2018
Back in 2002, Atlassian launched their first product, Jira. At the time, they didn’t make a lot of waves. The company was tiny and their product was one of many in a fairly crowded market.
Beyond Philosophy
OCTOBER 18, 2018
Many of you might know that I started my global Customer Experience consultancy in 2002, back when the movement began. “If all of your friends jumped off a cliff, would you do it, too?”. Who hasn’t heard that one before?
Natalie Petouhof
JULY 26, 2016
Tweet The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t [i].
C Space
APRIL 18, 2019
In 2002, Sepso jumped on the opportunity and co-founded Major League Gaming, which became one of the largest esports (or, competitive gaming) companies in the world. Inflection Spotting. There’s a good chance that you’re lost right now. Perhaps something changed on your path, and you’re unaware that you’re headed in the wrong direction. The thing about being lost is that you’re usually lost for some time before you know it. Tweet. Dan Sills. Associate Director at C Space.
CX Journey
AUGUST 5, 2014
The article is based on research that was summarized in an HBR article in May 2002. Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools?
ijgolding
AUGUST 7, 2014
According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. What they/we expect from a pub is on the whole different in 2014 to 2002. The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many.
SmartAction
MARCH 15, 2019
About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.
C3Centricity
APRIL 17, 2018
OK, so I’m not talking about the 2002 Minority Report. Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post.
Answer Dash
OCTOBER 15, 2018
This article is written by Paul Heald : Paul created BrightTALK in 2002 to help professionals advance their careers and learn from the expertise of global thought leaders.
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