Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. Is a ‘Human Free’ Experience the Future? Who Wins—Brand or Customer Experienc e?

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Per the report, brands in the U.K. in 2016 to 7.75

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

DECEMBER 20, 2017

I always say over 50% of the Customer Experience is influenced by emotion. Learn more about emotions and their significance for your business by signing up for our BRAND NEW PODCAST, The Intuitive Customer ! Sign up to receive my free ebook and enter the competition to get FREE training! 7 November 2017.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

Customer Experience 313

Customer Experience Consulting Consulting Marketing 313

Fonolo

JANUARY 31, 2018

There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Our favorite chart: The Current State of Customer Care. Who wrote it: DMG Consulting, sponsored by Serenova. Plus So Much More!

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Creative Virtual

DECEMBER 8, 2022

Businesses collaborating with them benefit from their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”. “Creative Virtual is the clear Innovation Excellence Leader in a crowded and competitive conversational AI industry. in the CX Technology category.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Creative Virtual

DECEMBER 7, 2021

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as well, recognizing that all of these awards are the result of the hard work and collaboration of our entire global team. I’ve compiled our 2021 collection here so you can easily explore them all.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52