Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. From Thailand: Respondents wanted more personalized offers that addressed their specific needs (66%).

Wireless 265

Wireless Self service Surveys Consulting 265

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. Second, be careful about introducing an anchor when you want to know another person’s opinion. Discovering What Customers Don’t Know Themselves.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

SmartAction

FEBRUARY 27, 2023

Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. Understanding the key differences between IVR and IVA is crucial for businesses looking to optimize their customer service. Limited capabilities.

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. So, I set up a telemarketing team.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. There are a few out there, but not an overwhelming amount.

Entertainment 348

Entertainment Consulting Consulting Finance 348

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. Building on the Forbes concept, I say your brand promise delivered through excellent Customer Experience is what is ubiquitous. John Lewis has a great reputation for excellent Customer Experience.

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

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”. When a person doesn’t believe they made a mistake or believes the mistake was not their fault, they don’t learn from it.

Consulting 377

Consulting Consulting Government Personalization 377

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. I spent my days trying to improve the customer experience and being thwarted at every point by people who have their own agendas.

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Big data 283

Big data Consulting Consulting Customer Experience 283

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. Excellent user experience . Zendesk Chat . Zendesk Chat . Find out more.

Government 82

Government CRM SaaS Marketing 82

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. As the voice of the customer, we should choose words and speak in a way that includes and welcomes all identities and experiences and continue to learn and grow toward achieving that goal. Below is the revival of my original blog post from 2015.

Construction 59

Construction Education Best practices Customer Experience 59

Beyond Philosophy

OCTOBER 18, 2018

But what if I told you peer pressure could be great for your Customer Experience? Psychologists refer to these individuals as low self-monitors, which means instead of conforming to their surroundings they are driven from within by their personal beliefs. Communicate to your customers other peoples’ experiences.

Advertising 100

Advertising Marketing Customer Experience Consulting 100

Beyond Philosophy

MARCH 24, 2022

Back in 2002, I founded my global Customer Experience consultancy, Beyond Philosophy, I fancied myself an influencer on Customer Experience, and I was. The problem was nobody knew what a Customer Experience was back then. Your Experience Has Subconscious Influences on People, Too.

Consulting 39

Consulting Consulting Banking Personalization 39

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . In B2C, yes, in many cases there is exactly one customer as the buyer and user. Implications for customer journey mapping. Sorry, not quite. Summing up.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. Many years ago, I decided to be a conference speaker on Customer Experience. With Customer Experience in mind as a topic, you could choose many aspects of experiences. I hesitated.

Consulting 221

Consulting Consulting Finance Education 221

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money.

Consulting 370

Consulting Consulting Education Entertainment 370

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 ”. Kahneman explains that System One is at work when you look at a photo, interpreting the image, supplying you with your related personal experiences.

Personalization 369

Personalization Customer Experience Consulting Consulting 369

Natalie Petouhof

MARCH 6, 2017

In 2002, Susan began working on Google’s advertising products, and over the next 12 years, she led teams that helped define the vision and direction of Google’s monetization platforms. To bring entrepreneurial approaches and creative solutions to displaced persons and refugees around the world, he founded the Tent Foundation in the same year.

Finance 40

Finance Engineering Advertising Entertainment 40

Beyond Philosophy

OCTOBER 14, 2021

Diversity can be defined in many ways, but in this case, I mean different opinions and experiences within a group. At our global Customer Experience consultancy, we have a multinational team. When we first started with Beyond Philosophy in 2002, we worked with a water utility in the UK. There you have it.

Advertising 195

Advertising Consulting Consulting Coaching 195

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Talkdesk

MAY 23, 2019

What brought you to working on customer experience today? One of the most interesting ones was I built a car sharing business for Shell back in about 2001, 2002. So I started writing about stuff, started writing on my blog that is, and then started writing about stuff. I don’t really have a career.

Customer advocacy 8

Customer advocacy Consulting Consulting Customer Experience 8

Uniphore

JANUARY 19, 2022

The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Conversational AI Platform. U-Self Serve. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI.

Analytics 10

Analytics Enterprise Personalization Customer Experience 10