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). Between 2010 and 2019, only 30 percent of the companies tracked on the ASCI increased their scores.

Personalization 195

Personalization Consulting Consulting Quality management 195

ShepHyken

NOVEMBER 8, 2021

destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? by Jon Picoult.

Customer Service 241

Customer Service Best practices Education Consulting 241

Beyond Philosophy

JUNE 4, 2015

In his 2010 book, Marketing 3.0: Starbucks might make more money selling Pepsi, but they don’t. Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

JUNE 1, 2015

In 2010, Southwest Airlines revamped its loyalty program to make rewards more proportional to ticket price; and this has better targeted the most profitable customers as well as enabled the airline to adopt a loyalty behavior metric that is closely tied to actual revenue generation. Michael Lowenstein, Ph.D.,

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JANUARY 20, 2022

The latest ACSI report says that from 2010 to 2019, 70 percent of companies tracked by ACSI either declined or had flat results. COVID Isn’t the Reason Customer Experiences Are Declining appeared first on CX Consulting. We explore the many reasons why customers do what they do—and what you should do about it.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

Beyond Philosophy

JANUARY 27, 2022

In some ways, I was riding the crest of CX, founding my global CX consultancy, Beyond Philosophy, twenty years ago and writing seven books on the subject over the past two decades. . Second, between 2010 and 2019, only 30 percent of organizations tracked by ACSI improved their customer satisfaction scores. Subscribe today right here.

CRM 195

CRM Consulting Consulting Quality management 195

CX Global Media

JUNE 6, 2017

Its services include telephone interpreting, video interpreting, marketing and social media, short message translation, face-to-face interpreting, project-based translation, translation and localization, consulting, and language learning. GLOBO Language Solutions, LLC was incorporated in 2010 and is based in Fort Washington, Pennsylvania.

Contact Center 176

Contact Center Government Healthcare Call Center 176

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. RightNow, 2010) 69% attributed their good customer service experience to quick resolution of their problem.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #4: The American Customer Satisfaction Index (ACSI) says from 2010 to 2019, about 70% of the companies tracked by ACSI had declined or flat customer satisfaction scores. Beyond Philosophy has been recognized by the Financial Times as the leading management consultancy for four years. I would love to hear your comments below.

Customer retention 195

Customer retention Sales Consulting Consulting 195

Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We’ve all come a long way since 2010, but we couldn’t have done it without some of the most prolific influencers to ever lay hands on a keyboard. . Jeannie Walters @ Experience Investigators.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Contact Center 48

The Petrova Experience

JANUARY 28, 2025

Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. Here is a common scenario we see as a customer experience consultant brought in to resolve underperforming CX. And customer retention rates are plunging. They are asking the wrong questions.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

EPIC Connections

MARCH 27, 2018

Fifteen years later, our company is a notable industry mainstay whose team of veteran consultants continuously turn that hum into a harmonious soundscape that delivers superior customer experiences. In 2010, we marked another milestone with the move to our current office space. I would say to him, “let’s go solve some problems, Buddy!”

Consulting 37

Consulting Consulting Contact Center Cloud contact 37

ijgolding

SEPTEMBER 29, 2015

Having been involved since 2010, I have seen the annual ‘festival’ of Customer Experience grow from strength to strength. Diana’s company, recruitment consultancy Nicoll Curtin , saw enough potential in Diana to give her a big break back in 2011. What happened next was quite incredible.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

AWS Machine Learning

JULY 15, 2024

If you want to learn more about this use case or have a consultative session with the Mission team to review your specific generative AI use case, feel free to request one through AWS Marketplace. She is also the recipient of the Best Paper Award at IEEE NetSoft 2016, IEEE ICC 2011, ONDM 2010, and IEEE GLOBECOM 2005.

Engineering 127

Engineering Entertainment Big data APIs 127

ChurnZero

JANUARY 13, 2022

Ellen joined Forescout in 2010 and has been instrumental in driving cross-functional efforts between sales, product, and engineering to deliver on customers’ technical needs. Matt has over 20 years of experience in IT delivery in consulting and outsourcing environments across significant sectors.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Certified Languages International

MARCH 16, 2022

Some of Laura’s accomplishments include: 2009 Minority Business Leader, Philadelphia Business Journal 2010 EY Entrepreneur of the Year 2010 Enterprising Women of the Year Award, Enterprising Women magazine. Eriksen Translations. Eriksen Translations celebrates 30 years of business. advisory board member.

Enterprise 59

Enterprise Consulting Consulting Contact Center 59

Vistio

AUGUST 9, 2021

We had a consulting division, training division, call center auditing division, a media division and research. 2010, I sold out my interest in that consulting business, and I’ve been independent ever since. And even by 2010, when we had voice and data convergence, the technologies weren’t really appropriate yet.

Contact Center 52

Contact Center Consulting Consulting Call Center 52

CX Journey

AUGUST 16, 2017

In the past, I've referenced Jon Picoult's research at Watermark Consulting, where he's compared the market performance of CX Leaders and CX Laggards (based on Forrester's Customer Experience Index).

Customer Experience 56

Customer Experience Airlines Benchmark Consulting 56

ClearAction

DECEMBER 14, 2017

Kaiser achieved top satisfaction ratings in the 2010 JD Power study which examined seven key factors of customer experience in this industry: coverage and benefits, provider choice, information and communication, claims processing, statements, customer service, and approval process. Originally published on CustomerThink and MyCustomer.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

Outsource Consultants

MARCH 31, 2022

With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. The number of people participating has increased by nearly 3 million since 2010 , and many industries are beginning to take part in the initiative, including call centers. Better Utilize Technology.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

AWS Machine Learning

APRIL 16, 2024

AWSTemplateFormatVersion: "2010-09-09" Transform: AWS::Serverless-2016-10-31 Description: CloudFormation template for book hotel bot. Rijeesh Akkambeth Chathoth is a Professional Services Consultant at AWS. If you download the example template and deploy it, you should see that an IAM role has been created. Resources: # 1.

Management 122

Management Construction APIs Chatbots 122

ClearAction

DECEMBER 28, 2016

1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. The post How to Drive Voice of Customer Insights Company-wide: 3 Steps appeared first on ClearAction Customer Experience Consulting. Image purchased under license from Shutterstock. How to Drive Voice of Customer Insights Company-wide.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Certified Languages International

MARCH 16, 2022

Some of Laura’s accomplishments include: 2009 Minority Business Leader, Philadelphia Business Journal 2010 EY Entrepreneur of the Year 2010 Enterprising Women of the Year Award, Enterprising Women magazine. Eriksen Translations. Eriksen Translations celebrates 30 years of business. advisory board member.

Enterprise 52

Enterprise Consulting Consulting Contact Center 52

DMG Consulting

JANUARY 8, 2018

The web and mobile apps are going to eliminate the need for live agents – circa 2010’s. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.

Contact Center 48

Contact Center Consulting Consulting Analytics 48

Taylor Reach Group

MARCH 20, 2018

This content was originally created in 2010 and was updated in 2018. For additional information on AHT, help yourself to this editorial which focuses on Calculating Average Handle Time in Light of Customer Experience and IVRs.

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

AWS Machine Learning

JULY 23, 2024

Dipkumar Mehta is a Principal Consultant with the Amazon ProServe Natural Language AI team. Sam Patel is a Security Consultant specializing in safeguarding Generative AI (GenAI), Artificial Intelligence systems, and Large Language Models (LLM) for Fortune 500 companies.

Accountability 124

Accountability Government Chatbots Best practices 124

EPIC Connections

OCTOBER 20, 2017

EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. EPIC Connections is a global customer engagement and contact center consulting company.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

AWS Machine Learning

OCTOBER 10, 2023

She is also the recipient of the Best Paper Award at IEEE NetSoft 2016, IEEE ICC 2011, ONDM 2010, and IEEE GLOBECOM 2005. Kris is a renowned leader in machine learning and generative AI, with a career spanning Goldman Sachs, consulting for major banks, and successful ventures like Foglight and SiteRock. He received his Ph.D.

Healthcare 122

Healthcare Telecommunications Analytics Wireless 122

Taylor Reach Group

MARCH 19, 2018

This content was originally created in 2010 and was updated in 2018. In the next issue, we will discuss the financial indicators such as Cost per Call (or Cost per Minute) and overall operating expenses.

Service level 92

Service level Abandon Call Wait times Call Center 92

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Unify to Deliver Immersive Customer Experiences.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Maru Group

NOVEMBER 29, 2021

Kiersten De West has been leading the charge for greater sustainability for over 20 years, first as the founder and Chief Executive Officer of consultancy Conscientious Innovation, then as Lululemon’s Vice President Global Brand Management and Strategy, and now as Chief Marketing Officer of Alpha Foods—a plant-based food producer.

Consulting 52

Consulting Consulting Personalization Marketing 52

CSM Practice

SEPTEMBER 25, 2020

07:44 – Irit shares her insights about companies looking to increasing budget for outsourcing and consulting services. So we’re seeing consulting, recurring services, technical account management, administration on-demand, those services having a pickup in demand because the customers are a bit understaffed.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

NobelBiz

MAY 25, 2023

Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. By the end, you’ll have a solid understanding of what it takes to find the perfect solution for your business needs. Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

customer sure

NOVEMBER 26, 2014

Thanks to decisions we made on literally Day 1 of developing our product, (2nd August 2010!), They’re either under cost pressure, so they try and keep customer contacts to a minimum, or they want to sell ‘consultancy’ services, rather than give them away for free. our software is simple, robust and clearly documented.

Surveys 97

Surveys Feedback Marketing Benchmark 97

CSM Magazine

JANUARY 27, 2021

Launched in 2010 with only $5000, Blindster has grown to become the largest retailer of private label, custom-made window treatments in the nation. His goal was clear; to make it easy to find the company’s products and allow customers to get help from expert consultants when needed.

Sales 52

Sales outsourcing Customer Care Customer centricity 52