Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. The Five Rules for Designing a Great Digital Experience. Humanize technology.

Chatbots 407

Chatbots Consulting Consulting Government 407

Beyond Philosophy

FEBRUARY 6, 2021

As passionate promoters of the behavioral sciences in Customer Experience design, we are thrilled to hear that large, national brands are embracing these essential principles. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter.

Finance 483

Finance Consulting Consulting Customer Experience 483

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Older but valuable tactics can absolutely fit into your new digital strategy.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. There are a few reasons for this result.

Consulting 377

Consulting Consulting Customer Experience Call Center 377

Beyond Philosophy

JANUARY 28, 2019

If you are a senior manager or the CEO, you need to know that where you have deployed your resources is paying off. Senior management will deploy your resources elsewhere. Use Digital Transformation as an enhancement, not a replacement. Many companies have a focus on digital transformation for their customer process.

Consulting 349

Consulting Consulting Benchmark Personalization 349

ShepHyken

DECEMBER 14, 2020

I have added my comment about each article and would like to hear what you think too. CXM) The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly adopt remote work and further increase their use of digital channels. The 6 Top Customer Experience Trends in 2021 by Julien Rio.

Customer Service 341

Customer Service Entertainment Customer Experience Marketing 341

ShepHyken

MAY 3, 2021

I have added my comment about each article and would like to hear what you think too. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. Here are my top five picks from last week.

Customer Service 269

Customer Service Entertainment Banking Marketing 269

ShepHyken

JANUARY 11, 2021

I have added my comment about each article and would like to hear what you think too. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. My Comment: The pandemic accelerated the digital experience. Here are six ideas on how to garner loyalty in the accelerated digital era. What can be done?

Customer Service 228

Customer Service Customer centricity Customer Experience Metrics 228

ShepHyken

NOVEMBER 14, 2022

I have added my comment about each article and would like to hear what you think too. Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler. It was fairly one-dimensional, easily addressed with physical phone banks and basic staff management processes.

Customer Service 173

Customer Service Banking Customer effort Marketing 173

Beyond Philosophy

OCTOBER 15, 2020

Lewis Carbone, a Customer Experience management expert, speaker, and founder of ExpereinceEngineering , was on a recent podcast to discuss how to get inside the customer’s mind and move to this next level of Customer Experience Management. More than hotel stays at the moment, digital experiences are crucial these days.

Customer emotions 328

Customer emotions Consulting Consulting Customer Experience 328

Beyond Philosophy

JANUARY 30, 2021

You have only half a second to make an excellent first impression with your customers with your digital experience. So, the question is whether you are proud or concerned about your digital experience after hearing this stat? 07:52 We explain how first impressions can affect the overall impression of your digital experience.

Customer emotions 195

Customer emotions Consulting Consulting Engineering 195

ShepHyken

AUGUST 28, 2023

I have added my comment about each article and would like to hear what you think too. My Comment: As Peter Drucker was often quoted as saying, “You can’t manage what you can’t measure.” In the digital age, building a successful brand requires a strategic and holistic approach. Here are my top five picks from last week.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

CSM Magazine

APRIL 22, 2024

As Laura Stevens, CCaaS & CRM Product Manager at Awaze, pointed out, their company is still in the early stages of integrating AI across different platforms and services. Conversational agents are expected to become more prevalent, enabling fully digital twin journeys that seamlessly integrate with human support when needed.

outsourcing 52

outsourcing Engineering CRM Technology 52

Beyond Philosophy

AUGUST 14, 2021

We want to thank our listeners for tuning in each week to hear our ramblings. Each of us chose three, and if you want to hear them in their entirety, simply click on the title: Colin’s Picks. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

Construction 195

Construction Consulting Consulting Surveys 195

ShepHyken

NOVEMBER 22, 2021

I have added my comment about each article and would like to hear what you think too. While there are plenty of people on the front line to share information, nothing beats hearing it firsthand. My Comment: The online/digital world has created a new way for consumers to buy. Here are my top five picks from last week.

Customer Service 207

Customer Service Customer Experience Surveys Management 207

ShepHyken

SEPTEMBER 10, 2023

I have added my comment about each article and would like to hear what you think too. Managing the positive impact of a viral moment is key to getting those new customers to come back. These three game-changers are generative artificial intelligence, conversational user interfaces, and digital customer service.

Customer Service 196

Customer Service B2C Customer retention B2B 196

Totango

NOVEMBER 27, 2023

Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. Scaling with digital: Human-plus not humans-less “Scaled CS isn’t all or nothing,” Dishman said.

Enterprise 103

Enterprise Best practices Marketing Sales 103

ShepHyken

JANUARY 7, 2024

I have added my comments about each article and would like to hear what you think too. 36% of financial institutions have lost customers due to inefficient or slow onboarding, and 81% believe poor data management lengthens onboarding and negatively affects customer experience. The improvement in the digital experience is huge.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

Beyond Philosophy

MAY 18, 2018

It is called digitalization , and it is everywhere. Per McKinsey & Company, a global management consulting firm, “ Customers have been spoiled.” and digitalization is the result. If everybody were to quit buying from Amazon and instead bought from all of these stores, digitalization would stop. But they don’t.

Transportation 296

Transportation Consulting Consulting Customer Experience 296

ShepHyken

FEBRUARY 22, 2021

I have added my comment about each article and would like to hear what you think too. Number eight covers the “exponential acceleration” of digital transformation but also mentions creating frictionless experiences. Manage and measure the progress. Who’s Who in Digital Experience? Make a plan.

Customer Service 345

Customer Service Customer centricity Construction Customer Experience 345

Beyond Philosophy

JULY 17, 2021

Here are a few key moments in the discussion: 03:44 I define the topic of the debate based on a sentiment I have been hearing that CX is replacing marketing. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. You’ll have to listen to know for sure.

Marketing 274

Marketing Customer Experience Consulting Consulting 274

Beyond Philosophy

DECEMBER 11, 2020

Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Managing emotions can feel overwhelming. When you’re facing big, sticky, impossible problems, break them down into more manageable ones.

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. Make sure you plan team meetings and use quality management software to keep them up-to-speed, motivated and involved.

Customer Service 195

Customer Service CCNG Education Self service 195

Beyond Philosophy

OCTOBER 21, 2021

Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. So, without further ado, Let’s hear what he has to say about Customer Experience Certification. They wouldn’t begin with a digital contact center experience centered around customers.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change.

Customer Experience 222

Customer Experience Consulting Consulting Surveys 222

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Managing emotions can feel overwhelming. Many times we hear from clients that they don’t know where to start. However, it doesn’t have to be.

Customer emotions 195

Customer emotions Journey mapping Management Consulting 195

Beyond Philosophy

JULY 10, 2021

However, almost none of you will ever hear my covers of Pink Floyd. 28:47 We share our insights on how you can manage this situation moving forward to a positive outcome for your Customer Experience. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

MARCH 5, 2022

Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted? The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Consulting 195

Consulting Consulting Marketing Surveys 195

ShepHyken

SEPTEMBER 4, 2023

I have added my comment about each article and would like to hear what you think too. That’s why I’m excited to share this article by Charles Ryan Minton, one of the top managers in the Marriott/Bonvoy organization. Each week, I read many customer service and customer experience articles from various resources. they’re everywhere.

Customer Service 167

Customer Service Customer retention SaaS Best practices 167

Beyond Philosophy

DECEMBER 19, 2020

So, I kept asking for audience participation like I usually do and hearing crickets in response. Perhaps most importantly, you need to recognize that localized management and ownership will be the key to your success. 18:15 – We discuss the importance of diversity in the global team and management representation.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

JANUARY 19, 2019

Use Digital Transformation as an enhancement, not a replacement. Digital channels provide a new opportunity for your Customer Experience. However, too many companies approach digital transformation with an aim to cut costs and often cut away programs that are currently working in their experience.

Marketing 210

Marketing Customer emotions Consulting Consulting 210

ShepHyken

NOVEMBER 1, 2020

I have added my comment about each article and would like to hear what you think too. It is the scary reality of what happens when you don’t properly manage your customer service reps – and how to right what is wrong. CMSWire) Marketers and company executives offered the four recommendations to help build loyalty in a digital world.

Customer Service 259

Customer Service Customer Support Self service Customer Experience 259

Beyond Philosophy

MAY 7, 2022

Here are a few key moments in the discussion: 03:59 Fleischaker explain how the shift to digital channels has resulted in more data available for you to feed into your AI, including that from the Voice of Customer, which requires companies to consolidate it. Follow Colin on LinkedIn and Twitter.

Consulting 195

Consulting Consulting Enterprise Analytics 195

ShepHyken

FEBRUARY 8, 2021

I have added my comment about each article and would like to hear what you think too. Retail Customer Experience) Tara Bartley, senior manager, industry marketing, and Ashitha Bhanu, industry marketing, Akamai, share Akamai data relating to the most recent holiday shopping season and the top trends in play.

Customer Service 235

Customer Service B2B Chatbots Self service 235

ShepHyken

MAY 3, 2021

I have added my comment about each article and would like to hear what you think too. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. Here are my top five picks from last week.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

ShepHyken

DECEMBER 26, 2022

I have added my comment about each article and would like to hear what you think too. I’m honored the author included my story about the Ace Hardware manager that helped an older woman pick out her Christmas tree, delivered it to her home, and then decorated it with her. Here are my top five picks from last week. Happy Holidays!

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

Call Center Weekly

JANUARY 24, 2018

How can digital content be used to enhance customer experience? According to Wikipedia, digital content (also known as digital media), is stored on digital or analog storage in specific formats. Forms of digital content include information that is digitally broadcast, streamed, or contained in computer files.

Education 149

Education Contact Center Customer Care Customer Experience 149