Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Now, I adapt my presentations based on where I am speaking. This exercise is one of the first things we do when consulting an organization.
Beyond Philosophy
JUNE 16, 2022
As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. In the early days of our global Customer Experience consultancy, we worked with a water company in the UK, which is highly regulated but has a monopoly in their area.
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Beyond Philosophy
DECEMBER 6, 2017
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.” The nudge presents us a bargain too good to pass up, so we buy more shirts than we would have.
Beyond Philosophy
SEPTEMBER 17, 2020
Furthermore, in 2005 at the height of Apple’s existence, Townsend was clear that much of the brand’s popularity was due to its design, which was beautiful, intelligent, and simple—right down to the box it came in. . The post Aesthetics: Why This is A Vital Part of Your Experience appeared first on CX Consulting.
DMG Consulting
SEPTEMBER 6, 2023
Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.
Beyond Philosophy
NOVEMBER 28, 2017
Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. 10 Tips to Crush Your Next CX Presentation Like a Rock Star. After two years of research, the result was the Hierarchy of Emotional Value.
Enghouse Interactive
JULY 23, 2021
Kahneman explains we have two selves: The Experiencing Self, which lives in the present. Back in 2005 we conducted research with London Business School to identify the 20 emotions that drive or destroy value. Nobel-Prize-winning economist Professor Daniel Kahneman did a TED talk about the Experiencing Self vs. the Remembering Self.
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