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. Moreover, it’s fascinating to see how technology helps us understand how different moments in an experience evoke emotions. The Future of the Emotional Experience.
Beyond Philosophy
MARCH 16, 2023
I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. With so many companies concentrating on investing resources in customer experience management, with all the technology and tools in use to make it easier than ever before, why don’t we see the opposite?
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Beyond Philosophy
SEPTEMBER 24, 2020
In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is not fully defined; it’s more of a fusion between technology, Customer Experience, and behavioral science.
Beyond Philosophy
MAY 3, 2018
As a global Customer Experience consultant hearing this news, I worry, too. Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. I founded my global Customer Experience consultancy in 2002. Are CEOs demonstrating a genuine commitment to Customer Experience?
Beyond Philosophy
JANUARY 27, 2022
In some ways, I was riding the crest of CX, founding my global CX consultancy, Beyond Philosophy, twenty years ago and writing seven books on the subject over the past two decades. . In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.”
Beyond Philosophy
SEPTEMBER 19, 2019
I have been consulting on Customer Experience since 2002. It isn’t about technology versus people. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Companies do not train or develop their people sufficiently. .
Answer Dash
OCTOBER 15, 2018
According to Scott Brinker, founder of the website chiefmartec.com and author of The Marketing Technology Landscape Supergraphic, “Marketing is becoming responsible for customer experience throughout the organization.” Little’s e-business consulting group. Marketing is typically tasked with overseeing the entire digital experience.
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