Beyond Philosophy

SEPTEMBER 24, 2015

Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”. When a person doesn’t believe they made a mistake or believes the mistake was not their fault, they don’t learn from it.

Consulting 377

Consulting Consulting Government Personalization 377

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Personalization 195

Personalization Consulting Consulting Quality management 195

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. Building on the Forbes concept, I say your brand promise delivered through excellent Customer Experience is what is ubiquitous. John Lewis has a great reputation for excellent Customer Experience.

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

Beyond Philosophy

OCTOBER 18, 2018

But what if I told you peer pressure could be great for your Customer Experience? Psychologists refer to these individuals as low self-monitors, which means instead of conforming to their surroundings they are driven from within by their personal beliefs. Communicate to your customers other peoples’ experiences.

Advertising 100

Advertising Marketing Customer Experience Consulting 100

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. From Thailand: Respondents wanted more personalized offers that addressed their specific needs (66%).

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). So, I told them. Give an opinion.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

Beyond Philosophy

JUNE 20, 2016

I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. I spent my days trying to improve the customer experience and being thwarted at every point by people who have their own agendas.

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Consulting 284

Consulting Consulting Customer Experience Marketing 284

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. There are a few out there, but not an overwhelming amount.

Entertainment 348

Entertainment Consulting Consulting Finance 348

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Big data 283

Big data Consulting Consulting Banking 283

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. Many years ago, I decided to be a conference speaker on Customer Experience. With Customer Experience in mind as a topic, you could choose many aspects of experiences. I hesitated.

Consulting 221

Consulting Consulting Finance Education 221

Satrix Solutions

APRIL 6, 2020

Here are a few examples around my personal interests. Technology is a part of our daily lives, but while we are working much of our personal technology is sitting idle. The BOINC Project was funded by the National Science Foundation in 2002 and is located at UC, Berkeley. Donate Your Technology.

Employee engagement 137

Employee engagement Customer Experience Advertising Banking 137

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 136

Personalization Engineering Construction Transportation 136

Beyond Philosophy

APRIL 25, 2024

If you like the idea of the founder coming from humble beginnings or the tale of a successful person being self-made, it might be because you can relate to them. For instance, in 2002, people didn’t know what I meant by customer experience , so I would ask them to tell me a story about an experience they enjoyed and one they didn’t.

Customer emotions 195

Customer emotions Education Engineering Personalization 195

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Technology 221

Technology Marketing Self service Consulting 221

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Consulting 150

Consulting Consulting Customer Experience Marketing 150

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. So, I set up a telemarketing team.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

MARCH 24, 2022

Back in 2002, I founded my global Customer Experience consultancy, Beyond Philosophy, I fancied myself an influencer on Customer Experience, and I was. The problem was nobody knew what a Customer Experience was back then. Your Experience Has Subconscious Influences on People, Too.

Consulting 39

Consulting Consulting Banking Personalization 39

ijgolding

AUGUST 7, 2014

According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. What they/we expect from a pub is on the whole different in 2014 to 2002. We expect the experience we have in a pub to meet and sometimes exceed our expectations. By 2012, the number had declined to 49,433. How will it fare?

Customer Experience 80

Customer Experience Customer retention Government Personalization 80

Beyond Philosophy

OCTOBER 14, 2021

Diversity can be defined in many ways, but in this case, I mean different opinions and experiences within a group. At our global Customer Experience consultancy, we have a multinational team. When we first started with Beyond Philosophy in 2002, we worked with a water utility in the UK. There you have it.

Advertising 195

Advertising Consulting Consulting Coaching 195

Customer Guru

FEBRUARY 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience 93

Customer Experience Management Customer centricity Feedback 93

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Comm100

JANUARY 5, 2022

Excellent user experience . If something is complicated to use, customer experience will immediately suffer, and as so will engagement. Live Chat is one of the biggest providers that exist today, dating back to 2002. The chatbox should also be inviting enough to compel the consumer to engage. Zendesk Chat . Zendesk Chat

Government 97

Government CRM SaaS Marketing 97

Customer Guru

MARCH 7, 2018

Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience.

Customer Experience 61

Customer Experience Management Feedback Customer centricity 61

SmartAction

FEBRUARY 27, 2023

Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. Understanding the key differences between IVR and IVA is crucial for businesses looking to optimize their customer service. Limited capabilities.

Interactive Voice Response 78

Interactive Voice Response Contact Center Virtual Agent Self service 78

Horizon CX

APRIL 6, 2021

As the voice of the customer, we should choose words and speak in a way that includes and welcomes all identities and experiences and continue to learn and grow toward achieving that goal. Customer Experience encompasses a multitude of sub-disciplines and covers a substantial ground in the world of business. 1stbooks.com.

Construction 59

Construction Education Best practices Customer Experience 59

Chip Bell

JANUARY 22, 2019

In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. Smiling is not just good for the community where the sad sack or grouch lives, it also benefits the person doing the grinning. David decided to work on a way to “give back.”

Consulting 56

Consulting Consulting Personalization Management 56

Uniphore

JANUARY 19, 2022

The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Get a Demo. Conversational AI Platform. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA).

Analytics 10

Analytics Enterprise Personalization Customer Experience 10

Interaction Metrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. But really, its the engine that drives improvements in the customer experience.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

SmartAction

FEBRUARY 21, 2019

“The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service. I don’t want to wait on hold to talk to a person, and neither do customers.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. Customer Experience Consulting Services. Measuring and managing the customer experience.

Consulting 40

Consulting Consulting Best practices Call Center 40

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . In B2C, yes, in many cases there is exactly one customer as the buyer and user. Implications for customer journey mapping. Sorry, not quite. Summing up.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Horizon CX

JULY 13, 2015

Customer Experience encompasses a multitude of sub-disciplines and covers substantial ground in the world of business. However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to for years is the art of communication. Essentially it goes something like this.

Construction 40

Construction Education Best practices Surveys 40

Horizon CX

JULY 13, 2015

Customer Experience encompasses a multitude of sub-disciplines. However, one specific aspect of Customer. Experience that interests me in particular and is something I’ve been attuned. employee, which naturally applies to just about everyone except for those one-person. Prince with Kathleen Logan-Prince, 2002?1st

Construction 40

Construction Education Best practices Customer Experience 40

Natalie Petouhof

MARCH 6, 2017

In 2002, Susan began working on Google’s advertising products, and over the next 12 years, she led teams that helped define the vision and direction of Google’s monetization platforms. To bring entrepreneurial approaches and creative solutions to displaced persons and refugees around the world, he founded the Tent Foundation in the same year.

Finance 40

Finance Advertising Engineering Entertainment 40