Beyond Philosophy

SEPTEMBER 25, 2017

The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. And linking data points throughout a journey is a step in the right direction. But I have a big problem with Big Data. Have you used Big Data in your business?

Big data 284

Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

JANUARY 23, 2017

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. Learn more about creating a great experience for your customers with Beyond Philosophy’s new training course: The Secrets of a Successful CX Program.

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

AUGUST 15, 2019

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

NOVEMBER 19, 2020

These clues affect our emotions, shape our attitudes, and guide our actions. He says we need to begin to understand customer emotions and what stimulates them. You might recall that I recently discussed Customer Science on a podcast. It appeals to me because it uses a data-driven approach.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Balto

SEPTEMBER 12, 2023

Conversation Intelligence: Gauging Customer Sentiments Conversation intelligence software uses Natural Language Processing (NLP) and machine learning to gauge customer sentiment. And no, we’re not talking about those free cups of coffee and complimentary Wi-Fi access you give your customers when they visit your physical branches.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

NobelBiz

AUGUST 3, 2021

but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. These systems may also identify and analyze customer emotions during a call.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52