Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Consulting 278

Consulting Consulting Analytics Customer emotions 278

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn. Behavioral science can help here.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. Data Must Be Combined with Emotional Insights.

Big data 284

Big data Journey mapping Consulting Consulting 284

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Inconsistent experiences do serious damage. Will Sam be back?

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps? Source: Gartner.

Journey mapping 193

Journey mapping Customer emotions Customer effort B2C 193

Beyond Philosophy

MARCH 1, 2017

No matter how emotionally appealing their ads are, in practice they treat customers as purely rational beings who purchase solely because of practical factors like price. Customers are not rational at all! I also have some theories about why businesses tend to ignore emotions: 1. Emotions are hard to define and measure.

Journey mapping 288

Journey mapping Customer emotions Consulting Consulting 288

Beyond Philosophy

DECEMBER 3, 2015

To do your job effectively you should understand how emotions are evoked and design this into your Customer Experience or campaign. You therefore need to understand behavioral economics and how to make the most of Customer’s irrationality. Welcome to the new world of practical behavioral economics!

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Spearline

FEBRUARY 8, 2022

Competitors in every business sector are striving for Customer experience (CX) excellence which will drive growth. Gartner estimate that more than 90% of customer conversations happen on the phone. With many millions of customer conversations happening each and every day, voice traffic is very much “big data”.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

Calabrio

APRIL 24, 2025

Organizations in search of ways to meet these demands are also looking to contact center AI to play a critical role in reducing strain on agents, driving increased productivity and efficiency, and elevating customer experiences. Speech analytics transcribes calls, while text analytics processes digital channels.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

ROI CX Solutions

MAY 1, 2025

One key tool to doing so is sentiment analysis, which allows companies to analyze and interpret customer emotions and opinions across various communication channels. Catching customer frustration also helps you de-escalate tense situations before emotions run high, improving employee and customer experiences.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

CSM Magazine

FEBRUARY 19, 2025

From automated order processing and personalized recommendations to optimized feedback systems, AI is not only streamlining operations but also enhancing the customer experience in profound ways. Modern AI-powered systems analyze data, understand customer preferences, and optimize restaurant operations.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

TeleDirect

JANUARY 17, 2025

Acknowledge the customers emotions before moving to problem-solving. Emotional Intelligence Emotional intelligence involves recognizing, understanding, and managing your emotions while navigating the customers emotional state. High emotional intelligence helps agents remain calm and composed.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Outsource Consultants

FEBRUARY 25, 2025

They enhance customer experiences, streamline operations, and boost sales. Businesses that effectively use call center services often see significant improvements in customer satisfaction and revenue. This level of personalization not only enhances the customer experience but also increases the average order value.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms. By Steve Offsey.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

VHT

SEPTEMBER 13, 2018

If you’re starting to forge a customer experience (CX) strategy for 2019, you’re not alone. In fact, Gartner reports 81% of company leaders predict they’ll compete primarily on customer experience in the near future, but only 22% have claimed to create an experience that exceeds customer expectations.

Customer Experience 87

Customer Experience Calibration Telecommunications SaaS 87

Connect

APRIL 23, 2025

In todays fast-paced, digital-first consumer market, omnichannel contact centres have become the frontline for customer service. These AI-driven tools provide instant responses, reducing wait times and improving customer satisfaction. They also operate 24/7, ensuring always-on support that enhances the overall service experience.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Customer Service Technical Support Self service 159

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. Integrating AI in customer relations allows companies to optimize customer service responses, deliver relevant content, and foster trust and loyalty.

Finance 52

Finance Chatbots Banking Analytics 52

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Be pragmatic in terms of technology and analytics.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. But to go with their analytics and sentiment analysis tools, teams need the right strategy.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Beyond Philosophy

MAY 23, 2024

Listen to the podcast: Quality assurance is always essential in Customer Experience Management. You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. That reveals an operational focus rather than a customer-centric one.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

Fonolo

JANUARY 12, 2023

Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. More personalization and better customer experience . Improved agent experience . Access to next-level analytics . AI is Personalizing the Customer Experience .

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. Learn how TechSee’s helped Achmea improve their core KPIs and enhance customer satisfaction .

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

Beyond Philosophy

JUNE 17, 2015

In other words, the resources of time, money, people, and technology have to be accompanied by stated financial objectives and actionable analytics to prove their worth. Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return.

Advertising 240

Advertising Engineering Analytics Marketing 240

CSM Magazine

MARCH 19, 2025

These days are fading as conversational AI reimagines customer experiences across industries. More than ever, customers cannot tell whether theyre chatting with a human or AI, and increasingly, it doesnt matter as long as their problems are resolved quickly. Have you ever spent 45 minutes on hold just to ask a simple question?

Chatbots 52

Chatbots Banking Healthcare Multichannel 52

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CSM Magazine

SEPTEMBER 17, 2020

One of these technologies is the use of powerful voice analytics , a form of AI that helps to improve customer experience and help to alleviate pressure on agents and managers. What Is Voice Analytics? The faster a customer’s issue is resolved, the better service they are receiving. Reduce AHT.

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics? Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Calabrio

MARCH 31, 2025

This generative capacity, we now know full well, can enable dynamic, context-aware interactions , allowing businesses, through a number of use cases, to deliver highly personalized and efficient contact center customer experiences. How much more time and effort would they be able to channel into improving customer experiences?

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

OctopusTech

FEBRUARY 18, 2019

Customer Experience or more popular its abbreviated form CX is the ubiquitous term in business these days. So, let’s first start with defining the word is the sum of all touchpoints and interactions a customer has with the company. Nowadays, a customer can interact with brands of companies in more ways than ever.

Customer Experience 67

Customer Experience outsourcing Advertising Customer emotions 67

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

JustCall

MARCH 6, 2023

Customer journey analytics sounds like heavy-duty stuff with complex numbers and so on. Stripped to its essence, it allows brands to understand why customers behave the way they do. If you’re looking to align your customer experience initiatives with your business objectives, this guide is for you.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

ProProfs Blog

AUGUST 28, 2019

While customer satisfaction and increased customer engagement are worthy goals, the path to attaining these is by crafting a strong emotional connection with the customers. Importance of Customer Emotions. Managing Customer Emotions in a Data-Driven World. Create Target Customer Personas.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83