Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

TeleDirect

JANUARY 20, 2025

Predictive Analytics takes this a step further by analyzing big data to anticipate customer needs, streamline workflows, and deliver personalized responses. The ability to resolve issues proactively elevates customer satisfaction and reinforces loyalty, making predictive service a game-changer for the industry.

Call Center 118

Call Center Big data call center workforce Technical Support 118

Beyond Philosophy

JANUARY 23, 2017

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. I discuss the importance of this in my recent book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof.

Technology 344

Technology Big data Customer emotions Consulting 344

ShepHyken

FEBRUARY 18, 2020

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives.

Big data 307

Big data SaaS Employee engagement Customer Experience 307

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Beyond Philosophy

SEPTEMBER 28, 2016

They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it. How customers feel about a brand affects their loyalty to it. Psychologically speaking, it becomes part of the brand and interferes with customer loyalty.

Accountability 419

Accountability Big data Sales Consulting 419

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 182

Customer Experience Journey mapping Entertainment Engineering 182

Ansafone

JANUARY 3, 2019

While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences.

Big data 80

Big data Contact Center Analytics Call Center 80

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge. The mind boggles.

Big data 98

Big data Contact Center Analytics Metrics 98

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

Beyond Philosophy

SEPTEMBER 19, 2020

This episode of The Intuitive Customer explores this nascent concept of Customer Science and what it could mean to organizations seeking customer-driven success. Customer Science to me in the integration between a number of existing disciplines; Behavioral Science, Technology (AI) and Big data.

Finance 396

Finance Big data Consulting Consulting 396

Beyond Philosophy

MAY 31, 2017

Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level. However, you need to ask customers which product they value the most or how likely they are to do something in particular. Learn what your Customers really think! Are You a Liar?

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

FEBRUARY 5, 2022

Big Data creates big problems. Most organizations have no idea to use the customer insights they have collected. In many ways, measurement is killing your Customer Experience. We invited Founder and CEO Ryan Stuart , @rstuart85 , of Kapiche , a customer insights platform to discuss this problem.

Customer Experience 39

Customer Experience Consulting Consulting Big data 39

Beyond Philosophy

SEPTEMBER 11, 2017

See, what often happens, especially in an age where we have a multitude of different communication methods available to us, is that we tend to overcomplicate our customers’ experience by trying to do too much. Ok, let’s create hundreds of different emails for that purpose, one to suit every type of customer we have.

Advertising 384

Advertising Consulting Consulting Government 384

ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. New Report: Which Brands Deliver the Best Customer Experience? Done right, the investment into CX pays big.

Customer Service 99

Customer Service Big data Technology Customer Experience 99

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I feel customer service has improved.

Customer Experience 137

Customer Experience Contact Center Big data outsourcing 137

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

Journey mapping 311

Journey mapping Customer Service B2C Big data 311

TechSee

AUGUST 7, 2024

Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. What is Customer Experience Automation?

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

Peter Lavers

JULY 17, 2017

I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). I was working with a major marketing agency ten years ago, and in response to the Credit Crunch I published a report entitled “The Importance of the Customer Experience in a Down Economy”.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys.

Technology 136

Technology Customer Experience Entertainment Coaching 136

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Improve customer experience by eliminating CX functional boundaries.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Tethr

AUGUST 13, 2020

At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D. The post J.D.

Customer Experience 120

Customer Experience Benchmark Best practices Big data 120

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience.

Customer Service 270

Customer Service Chatbots Contact Center Metrics 270

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

JULY 4, 2016

I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Much of the digital transformation emphasis has been on technology (big data analytics and cloud, mobile apps, etc.)

Banking 225

Banking Customer centricity Big data Finance 225

Beyond Philosophy

FEBRUARY 5, 2018

If Amazon Go really is well-staffed by smiling, helpful employees, this could lead to more positive interactions between employees and shoppers and therefore a better customer experience than if there were traditional cashiers. But, as I said, I am not sure people will ultimately prefer the cashierless experience.

Consulting 250

Consulting Consulting Big data Banking 250

Avaya

NOVEMBER 14, 2018

I’ve been on the road the past several weeks, listening to organizations describe the digital transformations they are trying to implement to improve their customer experiences. Technology solutions are also rapidly evolving to meet the needs of brands that are striving to make customers feel valued and meet their rising expectations.

Big data 63

Big data Contact Center Technology Customer Experience 63

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

ClearAction

APRIL 18, 2015

How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. —@jameskobielus. —@EngageGXD.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

ShepHyken

MARCH 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. Customers want and expect a consistent and predictable experience.

Real estate 205

Real estate Customer Service Multichannel Big data 205

Lumoa

OCTOBER 30, 2018

We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. RSS generated with FetchRss )

Customer Experience 89

Customer Experience Big data 89

Beyond Philosophy

MARCH 20, 2021

We see this kind of behavior in many different areas, including big data , pictures from Mars , and even your customer behavior analysis. Key Ideas to Improve your Customer Experience. We discuss what you can do about this problem before it ends up causing you more significant issues in your Customer Experience.

Big data 170

Big data Consulting Consulting Customer Experience 170

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

Employee engagement 186

Employee engagement Big data Analytics Education 186

TechSee

AUGUST 10, 2023

TechSee previously announced a partnership with Amazon Web Services’ (AWS) Partner Network, listing TechSee in the AWS marketplace, creating a frictionless purchasing process for mutual AWS/TechSee customers m deepening the relationship between the two companies. Simply put, text and voice are not enough for today’s highly demanding consumer.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

MAY 27, 2023

However, recognizing the context of a customer’s experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer’s context, we must create a customized experience.

Big data 195

Big data Accountability Customer Experience Personalization 195