The Northridge Group

APRIL 8, 2024

We have a long-held belief (rooted in fact) that it’s nearly impossible to have effective processes and robust technology without trained people to manage and use them. Organizations (I use this term instead of “companies” because the technology is pervasive, spans commercial, healthcare, government, nonprofit, legal, finance etc.)

Technology 105

Technology Finance Government Healthcare 105

CCNG

JULY 26, 2023

That answer could be based on your business case time-frame or other factors, such as your finance team’s standards. Ability to Say Yes to Management The last factor is political. Everyone knows that managers typically don’t like to hear the word “no” when they want action to be taken.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

DMG Consulting

OCTOBER 16, 2018

What’s New with Workforce Management? These interfaces are delivering enhanced tools that engage agents and give them the autonomy to become active participants in managing their own work-life balance. The cloud, which is essentially a financing and delivery model, has been a game-changer for the WFM market. Innovation.

Management 83

Management Contact Center Finance Consulting 83

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. My global Customer Experience consultancy developed a research methodology that defines the hidden impact of your experience on customer behavior. Is your management team among them?

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

AUGUST 21, 2021

14:16 Colin shares his no-miss strategy for ensuring that what you request in the budget will get approved (Hint: It involves getting the finance team on board). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. ” approach to change. How can we help?

Finance 195

Finance Consulting Consulting Best practices 195

CSM Magazine

SEPTEMBER 27, 2023

Knowledge of basic financial concepts and the ability to use them in practice enables people to manage their money — keep records of income and expenses, avoid excessive debt, plan a personal budget, and create savings. Increasing financial literacy is critical to making informed decisions about money, investments, and personal finance.

Real estate 59

Real estate Finance Banking Education 59

Beyond Philosophy

SEPTEMBER 6, 2017

In our global Customer Experience consultancy, we recommend measuring CX performance that does the two following things: Reflects the CX definition you have determined as your goal, also called the Customer Experience Statement or CES. Yes, finance, legal, accounts receivable, we are talking about you. Not celebrating quick wins.

Consulting 303

Consulting Consulting Finance Metrics 303

CSM Magazine

FEBRUARY 6, 2024

Oracle’s integrated applications break down data silos, allowing finance and operational teams to collaborate like never before. Moreover, Oracle EPM encourages a frictionless collaboration between finance teams and operational divisions.

Entertainment 52

Entertainment Finance Consulting Consulting 52

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. I just want to call out our VP of operations and managed services at Kevin Lasky.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Win the Customer

MARCH 22, 2021

The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. Managed IT Services. Accounting Software.

Technology 188

Technology Finance Accountability Banking 188

Customer Guru

MARCH 7, 2018

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Nienke started her career by serving in management and sales positions in the finance and the telecom sector. Her passion for the field of customer experience is evident in her credentials and her work.

Consulting 61

Consulting Consulting Customer Experience Telecommunications 61

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. 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. We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 314

Metrics Finance Surveys Consulting 314

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Beyond Philosophy

JANUARY 19, 2023

For example, some consultants say that during a sales call, when the prospect switches from talking about what you do to what they do, it indicates that they are making a mental switch to the purchasing process. Or someone in finance, included because they will help them figure out how to pay for it. Click here.

Consulting 195

Consulting Consulting Finance Sales 195

CSM Magazine

MARCH 28, 2023

Are you a business owner looking for an easier way to manage and grow your investments? This post will cover five critical ways hiring OCIO consultants from companies like Verus Investments can benefit your company. This necessitates that companies be vigilant about monitoring and managing risks across all their accounts.

Finance 52

Finance outsourcing Benchmark Education 52

Beyond Philosophy

FEBRUARY 15, 2021

She now works in behavioral finance. Wilson says it’s harder to stay at the cutting edge of finance without using behavioral science. We often have to manage people that have designed a Customer Experience, so they think they know how to create a good one. appeared first on CX Consulting. Anne Wilson, Ph.D.,

Finance 222

Finance Consulting Consulting Metrics 222

Beyond Philosophy

AUGUST 23, 2017

While it is always our goal to show growth in all of these areas with any recommendation we make in our global Customer Experience consultancy, we do not choose these areas as our indicators of success. That means you should include your finance department, your legal department, and any other “back office” departments in your measurement.

Metrics 332

Metrics Consulting Consulting Finance 332

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Back Office Centers

SEPTEMBER 12, 2023

Making payroll, handling money and accounting, managing IT, and inputting data are all examples of back-office services. These tactics include leave management, pay, hiring and screening of employees, performance management, retention of employees, audits, and improving general workflow and procedure.

outsourcing 66

outsourcing Finance Accountability Consulting 66

CSM Magazine

SEPTEMBER 29, 2022

Nearly a quarter of finance leaders plan to increase CSS funding, despite economic pressures. Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner, Inc.

Real estate 52

Real estate Customer Service Finance Self service 52

Livepro

MARCH 28, 2018

If we’ve learnt anything from working in and around contact centres, it is how much pride customer service consultants take in their work space. All is well and good… until a system update changes the extension to finance and the consultant is caught unaware.

Management 53

Management Finance Government Consulting 53

Beyond Philosophy

SEPTEMBER 24, 2020

These organizations can go into incredible depth using science in other areas like products, finances, operations, and so on, but not customers. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. appeared first on CX Consulting.

Entertainment 349

Entertainment Consulting Consulting Finance 349

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. When it’s hard to close this gap, then manage expectations better.

Journey mapping 62

Journey mapping Consulting Consulting Finance 62

JivoChat

JUNE 7, 2022

When the subject is software for business management, the german company SAP has become one of the most famous in the world for its Enterprise Resource Planning (ERP) software. The course also approaches inbound deliveries, SAP warehouse management, SAP handling unit management, key performance indicators, and SAP shipments.

Transportation 75

Transportation Finance Analytics Banking 75

Beyond Philosophy

OCTOBER 29, 2014

I remember my professor of corporate finance in the business school saying, “If I’ve made people lots of money in a day on the stock market, I’ll barely get a few calls to thank me; but if it was a bad day, the phone won’t stop ringing from people asking what’s happening!” First to recognize it could be a factor.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Nicereply

OCTOBER 19, 2022

Sometimes it happens, that the chemistry between the potential customer and the sales consultant isn’t there, and other times we also make mistakes in handling the customer’s objections (price negotiation, trade-in car price, finance, insurance, service agreement, tires, etc.). This can then lead to loss of sales.”.

Consulting 52

Consulting Consulting Finance Customer centricity 52

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. A great example of this is Little Real Estate, Australia’s largest independently owned real estate agency with over 23,000 properties under management and 23 offices nationally. Thanks Ben! Click To Tweet. Click to find out how.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

VirtualPBX

JULY 13, 2023

Common options for a legal firm may include: For new inquiries or to schedule a consultation, press 1. New Inquiries/Consultation (Option 1): If the caller selects option 1, route the call to a dedicated intake specialist or receptionist trained to handle new inquiries. If you are an existing client or have a case in progress, press 2.

Healthcare 98

Healthcare Consulting Consulting Finance 98

Beyond Philosophy

JULY 24, 2017

The manager (who supposedly approved the price in the first place) said it really shouldn’t have happened – the car costs the dealership more than that. Salespeople and finance directors and that mysterious manager in the back office must be empowered to do what it takes to make the experience terrific. The post Unbelievable!

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Beyond Philosophy

MARCH 25, 2019

The finance guys at BT loved that, by the way. For some organizations, the idea that there is no cut-and-dried way to manage irrationality in a Customer Experience is overwhelming. In our global Customer Experience Consultancy, we recommend a model that describes what people actually do. So, we didn’t.

B2B 333

B2B CRM B2C Education 333

Cincom

SEPTEMBER 7, 2021

a global supplier of enterprise software solutions, announced today that it has entered into a partnership with enVista , a leading global software, consulting, managed services and automation firm, whereby enVista will sell and supply CPQSync by Cincom , Cincom’s SaaS-based Configure-Price-Quote (CPQ) solution. Kinsey Loebig.

Transportation 52

Transportation SaaS Consulting Consulting 52

Beyond Philosophy

OCTOBER 31, 2014

I remember my professor of corporate finance in the business school saying, “If I’ve made people lots of money in a day on the stock market, I’ll barely get a few calls to thank me; but if it was a bad day, the phone won’t stop ringing from people asking what’s happening!” First to recognize it could be a factor.

Customer Experience 381

Customer Experience Banking Consulting Consulting 381

AWS Machine Learning

OCTOBER 18, 2023

The solution uses the following services: Amazon API Gateway is a fully managed service that makes it easy for developers to publish, maintain, monitor, and secure APIs at any scale. AWS CodeBuild is a fully managed continuous integration service in the cloud.

APIs 94

APIs Metrics Consulting Consulting 94

Fonolo

JANUARY 31, 2018

In industries such as finance/banking, healthcare, and utilities, consumers are turning to the phone more often than the overall average—74% used the phone for finance, 73% for healthcare, and 69% for utilities…”. Who wrote it: DMG Consulting, sponsored by Serenova. Our favorite chart: KPI Guide for Omni-Channel Contact Centers.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

CSM Magazine

MARCH 8, 2024

However, Daniel Seaborne, Managing Director – UK & South Africa at Sabio, reminded us that “AI will not solve all of our problems” and instead technology should be viewed as a facilitator for delivering better CX, not a replacement for human interaction.

Finance 52

Finance Banking Technology Engineering 52

Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. When you put all that together, it’s clear that working in finance is complicated.

Customer Service 81

Customer Service Finance Consulting Consulting 81