Beyond Philosophy

NOVEMBER 6, 2014

Their strategy takes into account the emotions evoked from all the senses throughout the experience. At each of these points, the Enlightened and Natural companies have designed it deliberately to evoke a specific emotional response. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

OCTOBER 28, 2014

If your system dictates certain ways of doing things, your choice affects how the Customer feels about your organization. Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you ask the customer for this, they might think, “Why do they need this information?

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 29, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

COPC

APRIL 1, 2024

Deeper Customer Insights: Understanding Beyond Words Interaction analytics, driven by AI, provide a deeper and more nuanced understanding of customer communications. Speech-to-text conversion tools are now part of a broader suite that includes sentiment analysis and contextual awareness.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Lumoa

FEBRUARY 6, 2018

Silos is often the result of the same product-centricity as above, this needs to be fixed from board level downwards, with equal accountability and collaboration between the heads of customer, product, and omnichannel.” Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Lumoa

OCTOBER 31, 2018

Silos is often the result of the same product-centricity as above, this needs to be fixed from board level downwards, with equal accountability and collaboration between the heads of customer, product, and omnichannel.” Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178