Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. When you consider the resources devoted to the cause over the past two decades in customer service teams, and all the CRM and customer feedback software you can buy now, it is disappointing that it isn’t showing results. .

Big data 283

Big data Consulting Consulting Banking 283

CX Journey

AUGUST 5, 2014

I don''t know how many clients I''ve had to talk off the marketing ledge and get them to focus on the task at hand: use VoC/CX surveys to genuinely listen to your customers and, of course, act on their feedback. The article is based on research that was summarized in an HBR article in May 2002. and do nothing with the feedback."

Surveys 62

Surveys Real estate Feedback Marketing 62

Interaction Metrics

MARCH 20, 2025

But waitisnt that basically what a CRM lets you do? CRM (customer relationship management): Primarily focuses on managing customer experience from a sales or support angletracking leads, storing customer data, and logging customer communication for future reference. Why Would You Need CX Software?

Enterprise 62

Enterprise Surveys Analytics Feedback 62

Vistio

JUNE 29, 2021

You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations. Within a couple of days, I got a callback and they were asking if I’d be interested in interviewing for their CRM team.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52