2002, Customer Experience and Quality management

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2002

Customer Experience

Quality management

Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

DECEMBER 30, 2021

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). Customer experience is declining as a driver of change. .

Personalization

Personalization Consulting Consulting Quality management

Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last Year

Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). We had a problem 20 years ago, too.

CRM

CRM Consulting Consulting Quality management

Customer Contact Central

Wow, What a Year! What is Our Personal and Business Learning for The Year

Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last Year

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