DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. Ideas also get trendy.

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Key Ideas to Improve your Customer Experience. Please tell us how we are doing!

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. Remember that consultants are the first to go in a recession.

Consulting 276

Consulting Consulting Benchmark Marketing 276

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Feeling familiar and appreciated are pleasant emotions that will enhance the experience. Manage customer wait times.

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Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Joe Pine is the author of the book that started it all, The Experience Economy. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Beyond Philosophy

OCTOBER 8, 2022

In this episode, we talk with special guest Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , about using video in a Customer Experience. Key Ideas to Improve your Customer Experience. Video allows the customers and contact centers to work together on the situation.

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

Beyond Philosophy

FEBRUARY 10, 2022

To learn more about that situation, we hosted the ACSI’s managing director David VanAmburg in a recent podcast.) Managing the data transforms it into information. But, he encourages organizations to have a way that measures Customer Experience that permeates the organization. .

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Rightly so, to be honest.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JULY 17, 2021

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Key Ideas to Improve your Customer Experience.

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Marketing Customer Experience Consulting Consulting 273

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. Train employees in managing emotional experiences.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. In this episode we answer that question and give you some actionable steps to manage your third-party partners.

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outsourcing Customer Experience Consulting Consulting 273

Beyond Philosophy

JULY 24, 2021

For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. Key Ideas to Improve your Customer Experience.

Customer Experience 195

Customer Experience Consulting Consulting Surveys 195

Beyond Philosophy

NOVEMBER 12, 2022

So, in an effort to help us all cope with the road ahead, we present the 5 Rules for Managing Uncertainty in this episode, which you can also watch on our YouTube Channel. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Spoiler alert: they don’t agree.

Management 221

Management Consulting Consulting Surveys 221

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. Managing emotions can feel overwhelming.

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Customer emotions Management Journey mapping Customer advocacy 435

Beyond Philosophy

MAY 8, 2021

We also explain what happens to your relationships with customers when you lie to them. Key Ideas to Improve your Customer Experience. Author, consultant, and investor Nir Eyal, breaks down lying into a 2 x 2 framework. Customer Experience Information & Resources. appeared first on CX Consulting.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Beyond Philosophy

OCTOBER 23, 2021

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. Not long after that, Joe Pine co-authored a book called The Experience Economy , that changed the way at looked at the future of business.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

APRIL 16, 2021

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. However, my experience is to the contrary; company politics are all over the place. Don’t be naïve.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. Maybe it is.

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Customer Experience Morale Consulting Consulting 243

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty.

Management 472

Management Entertainment Consulting Consulting 472

DMG Consulting

APRIL 19, 2023

Optimized intraday management with enhanced real-time decision tools adapt in-the-moment as conditions change. AI technologies are enabling smart applications that invite agents to request their own schedules, shift swaps, work hours, or time-off,” said Donna Fluss, President of DMG Consulting.

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Consulting Consulting Enterprise Marketing 48

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

JUNE 6, 2020

If you answered yes to any of these questions, then you are a typical customer with common perceptions of waiting in a Customer Experience. We address Rubin’s eight reasons and share what you can do about them to promote customer-driven growth.

Management 341

Management Consulting Consulting Customer Experience 341

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. Therefore, they viewed the project title as a customer experience innovation, part of a business strategy.

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Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. Like you can learn from other people’s experiences, you can learn from other people’s mistakes. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 259

Customer Experience Consulting Consulting Surveys 259

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Define what you want a customer to remember.

Management 351

Management Customer emotions Consulting Consulting 351

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

Global Response

OCTOBER 6, 2023

In fact, BPO consulting is a key way to add scalability to your business and grow your business quickly. At its core, BPO consultants will help audit your processes and existing systems in order to improve efficiency, productivity and operations. But customer service isn’t the only function of BPO that supports business growth.

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Consulting Consulting Business Process Outsourcing outsourcing 62

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. .

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? I understand this concept from personal experience.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design.

Customer Experience 221

Customer Experience Consulting Consulting Enterprise 221