A Better Platform to Enhance the Customer Experience

Connect First

Go back a little further and you’ll see further evidence of the incredible uprising of internet technology, with numbers steadily growing from an even million in 2005 to over two million in 2010 — and continuing to rise up into the billions of users connected today.

Nudges: Make Sure Yours Work!

Beyond Philosophy

Per an article in the NY Times a few weeks ago about a review published in The New England Journal of Medicine back in 2005, as many as two-thirds of hospital admissions related to medication problems were the result of “noncompliance.”

"Follow the Leader", Featuring Neal Topf

Call Center Weekly

Since 2005 I have led Callzilla , an outsourced contact center providing customer care and customer acquisition to top brands. What factors should an organization take into consideration, when choosing a business partner?

VW To Buy Back Cars And Learns Cost Of Lying

Beyond Philosophy

Back in 2005 we researched which emotions drive value ($$$) and which ones destroy it. The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. Hint: it’s not cheap!).

Give the gift of personal growth to your contact center agents

Customer Service Life

I’ve been working in customer service contact centers since 2005 and have learned a lot along the way about what makes an agent burn out because well, I burnt out on several occasions. We’re moving faster than ever before to make the customer experience WOW-tastic.

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

B2C 244

The Next Act: The AI-Enabled Contact Center


In 2005, 13 years ago, I published the book The Real-Time Contact Center. The Next Act: The AI-Enabled Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales.

Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

This comes from this 2005 report from Bain, so it's a little out of date. On the bright side, it has improved since 2005!

Celebrating Bridge-Builders

Chip Bell

She was focused, sensitive and humble until her death in 2005. A crowded Montgomery, Alabama city bus stopped at its usual spot and a middle-aged African-American woman boarded the bus. As the bus pulled away, she realized every seat was taken and was prepared to take the trip on her feet. But, something changed that stance. Three different white men in three different locations on the bus simultaneously got up to give their seat to the woman.

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

Since Fortune Magazine first started its “100 Best Places To Work” in 1998, Wegmans has made the list; and in 2005, it was named the best employer in America. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Executive outlook: Revising geographic strategies for U.S. workforce management


million in 2005 (up 115 percent increase since 2005). Look at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were. Geography has been a major factor when we think of how to make a living.

The #CX Perception Gap

CX Journey

There’s this thing called the customer experience perception gap ; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." Remember that this was 2005. Image courtesy of Pixabay I originally wrote today's post for CallidusCloud.

Are You Ready for the Gig Economy


Remarkably, they discovered that all the net employment growth in the United States between 2005 and 2015 could be attributed to alternative forms of employment. A generation or two ago, it was not unusual for workers to spend their entire careers at just two or three employers. Not anymore.

Staying in the Know

Brad Cleveland

According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David Reinsel, in “The Digital Universe in 2020,” IDC, December 2012.) How do you keep up?


?? Amazon Raises Minimum Wage ?? $15

Branch Mesenger

education, with Harvard Business School reporting its biggest drop in applicants since 2005. Here's the stories we're reading about the world of commerce, retail and work this week: ?? Amazon Raises Wages. ?? Tax Cuts Not Yielding Benefits, Yet. ?? World's Most Valuable Startup. ??

How Stratifyd Can Help Make Sense of Black Friday and Cyber Monday


Cyber Monday got its name in 2005 thanks to Shop.org, an annual event hosted by the National Retail Federation. Estimated reading time: 4 minutes.

These 3 Organizations Are Dedicated to Language Preservation

Certified Languages International

Founded in 2005 by world-renowned linguist Dr. Gregory D.S. Language is something most of us take for granted. We acquire it from a very young age, and use it constantly to communicate our feelings, opinions, and values without giving it a second thought.

Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience


Ross has co-founded three successful startups since graduating from Kansas State University in 2005 and also enjoys writing about customer service, marketing, and communication-related topics on COMNIO’s customer service blog.

CX Journey™ Musings: Skill Trumps Passion (or Does It?)

CX Journey

Cal's take on this is interesting, and his advice is that, if you want a meaningful career, look to Steve Jobs and do what he did, not what he said (in his Stanford graduation speech in 2005).

WFM Solutions and Vendors Are Not All the Same


ActiveOps , founded in 2005, is a privately held company based in the United Kingdom. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Markus Linder is an expert in the field of e-commerce and Digital Advice, in which he has been active since 2005. Most call centers struggle with efficiency at one time or another.

What #CX Professionals Wanted to Know in 2018

CX Journey

The #CX Perception Gap There’s this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." Image courtesy of Pixabay What was on the minds of CX professionals in 2018?

Building Blocks of a Customer Experience Transformation Strategy

CX Journey

You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Do you know all of the building blocks of a customer experience transformation strategy?

Why Customer Delight Is the Wrong Strategy


In 2005, Bain & Company surveyed 362 firms. Does customer delight lead to customer loyalty?

Transform or Die! Business Transformation is No Longer Optional


The business I was recruited by in 2005 was called ‘Littlewoods’. We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all.

What do I Need to Know to Create a Knowledge Base?


However, company perception of phone support can be biased since 80% of companies believe that they deliver stellar customer support while only 8% of the customers agree, according to a 2005 survey by Bain & Company. A knowledge base is a great way of communicating with customers.

Everything You Need to Know about Text Analytics


A study done in London School of Economics in 2005 found that 7 point NPS increase led to an average 1% revenue increase.

Storytelling to Inspire Business Success

CX Journey

Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." Image courtesy of Amazon Today I'm pleased to share a guest post by Paul Laughlin.

Evolution of the support rep: from outsourced to in-office


A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office.

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

We were acquired by Washington Mutual in 2005 and in September 2008, Washington Mutual was shut down by the US government and sold to JP Morgan Chase.

This is What Exceptional Customer Service Looks Like In 2018


Amazon Prime began to pick up members as early as 2005 with the attractive offer of free two-day shipping on eligible purchases within the United States. It’s 2018, and customer expectations are changing faster than ever.

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!


Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences.

How to Stay Productive When You Don’t Have an Office


Since 2005, there has been 103% growth in employees that work from home. Remote workers have freedom from commutes, flexibility to control their own hours, and they have the choice to live wherever they want. But, it’s not all one way.

VW To Buy Back Cars And Learns Cost Of Lying

Beyond Philosophy

Back in 2005 we researched which emotions drive value ($$$) and which ones destroy it. The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. Hint: it’s not cheap!).