DMG Consulting

JANUARY 29, 2025

First, KM is an essential enabler of enterprise AI initiatives, acting as a trusted data source to power various AI-based systems and applications. Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment.

Consulting 59

Consulting Consulting Enterprise Management 59

Beyond Philosophy

FEBRUARY 10, 2022

The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it. A larger strategy for using your data is equally as crucial to your gained insights as improving experiences for customers is for connecting to your bottom line. .

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

JULY 16, 2022

However, to get the insight they need to make sweeping changes, they need robust data collection. Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Follow Colin on LinkedIn and Twitter.

Surveys 394

Surveys Consulting Consulting Customer Experience 394

Beyond Philosophy

MARCH 19, 2020

Reviewing Data is Not Important to 25 % of You. We also learned that 25 percent of people do not think it’s important to review data for hidden patterns and insights. Maybe these respondents tried to analyze data for patterns before or attempted to identify insights through data in the past and thought it was a waste of time.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

CCNG

NOVEMBER 20, 2024

I suggested that instead of the hundreds of pages, we just print the last 10 pages that included a summary of all the data. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness. The response was “we’ve always done it that way.”

CCNG 195

CCNG Consulting Consulting Customer Service 195

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty.

Customer Service 193

Customer Service outsourcing Customer Support Chatbots 193

Beyond Philosophy

SEPTEMBER 11, 2017

Leverage Big Data for all it’s worth. Take all those hundreds of thousands of bits of data, and start getting to know who your customers are, what they want, and how they communicate. As a global Customer Experience consultancy we recommend all organizations have a Customer Experience Statement.

Advertising 384

Advertising Consulting Consulting Government 384

Beyond Philosophy

MARCH 20, 2020

We had some good news, which is that Beyond Philosophy has been recognized as one of the best management consultancies by Financial Times for the second year in a row. Most data shows around 60 to 85 shark attacks a year, including this graph from the Florida Museum. appeared first on Customer Experience Consulting.

Marketing 427

Marketing Consulting Consulting Construction 427

Cincom

FEBRUARY 21, 2025

What is CPQ Consulting? CPQ consulting is a service where an expert assists a business in setting up, configuring, and optimizing CPQ (Configure, Price, Quote) software to meet their specific needs. Smooth data flow between CRM, ERP, and CPQ systems Integrates these systems seamlessly with CPQ.

Consulting 40

Consulting Consulting Sales CRM 40

Beyond Philosophy

MAY 25, 2022

With all that rich data pouring in, the contact center can be a front-line help to the company and the company’s brand. If you don’t have that front-line team there for the context, the data you collect is full of all your customer behavior insights, but inaccessible to put to work for your customer strategy.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Beyond Philosophy

SEPTEMBER 19, 2020

‘ Customer Science’ is the fusion between technology, behavioral science and data. Customer Science to me in the integration between a number of existing disciplines; Behavioral Science, Technology (AI) and Big data. Data will be the next competitive battleground for organizations. appeared first on CX Consulting.

Finance 396

Finance Big data Consulting Consulting 396

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Forrester, a research and consulting firm, refers to four types of Value Drivers in a recent report from September. Organizations do have data, but it tends to be fragmented.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

MARCH 2, 2020

I am sure that the research is sound, and the authors that wrote the piece can show statistically based on the data they were using that bad customer service can contribute to profitability. In our business growth consultancy, we were working with a water utility to improve their customer experience.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

NOVEMBER 14, 2020

He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. The future of customer experience is infused with technology and data. The post What Do The Pioneers of Customer Experience See for The Future appeared first on CX Consulting.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Beyond Philosophy

JUNE 28, 2017

Or, as Apple puts it, the new port “integrates data transfer, charging, and video output in a single connector, delivering up to 40Gb/s of throughput for twice the bandwidth of Thunderbolt 2.”. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

ShepHyken

OCTOBER 25, 2021

Reports and Data expect the global chatbot market to reach $10.08 CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Thank you CH Consulting Group!). Read this article and learn more about what customers expect. billion by 2026, representing a 30.9%

Customer Service 380

Customer Service Chatbots B2C Consulting 380

Beyond Philosophy

MARCH 10, 2020

In our business growth consultancy, we worked with a health insurer’s call center and listened in on some calls. The data will tell you what needs your attention. . Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

FEBRUARY 6, 2019

Insufficient data exist about how companies do at an individual level as a result of Customer Experience improvement efforts. We all need to redouble our efforts to acquire meaningful data. As Customer Experience consultants, we see this all the time. Thompson and I talked about this state of Customer Experience as described.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

AUGUST 27, 2020

Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. For example, when we sleep at night, our Rational Minds are also resting, which allows our Intuitive System to process the day’s data. These chosen points are what cause Focalism.

Consulting 418

Consulting Consulting Customer Experience Management 418

Beyond Philosophy

SEPTEMBER 24, 2020

In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Without this in-depth understanding of customer behavior, organizations can’t interpret the data or adequately train their AI.

Entertainment 348

Entertainment Consulting Consulting Finance 348

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. VOC is the most interesting and the most written about type of data.

Metrics 312

Metrics Finance Surveys Consulting 312

ShepHyken

AUGUST 23, 2022

Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. Showing that you know customers or personalize things based on the data that you have on them. The Value of Emotional Attachment in the Customer Experience.

Journey mapping 316

Journey mapping Advertising Consulting Consulting 316

Beyond Philosophy

AUGUST 21, 2020

Professor Melumad says that the research team analyzed data like scrape reviews from TripAdvisor. Moreover, if you can encourage people to complete surveys on their phones or give your personal information with CTAs for ads, you will improve the data and response rates. These reviews are diagnostic of how people sincerely feel.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

NOVEMBER 12, 2020

Having all that data enables you to make predictions. Customer Science uses this blend of data, which you get in abundance with a digital experience, to see what people are doing. Amazon uses Customer Science because they have a great deal of data. Or, maybe they get on the chatbot next, so you have that data to consider.

Chatbots 405

Chatbots Consulting Consulting Government 405

AWS Machine Learning

MARCH 18, 2025

The LLM can then use its extensive knowledge base, which can be regularly updated with the latest medical research and clinical trial data, to provide relevant and trustworthy responses tailored to the patients specific situation. Extraction of relevant data points for electronic health records (EHRs) and clinical trial databases.

Healthcare 104

Healthcare Analytics Consulting Consulting 104

Beyond Philosophy

JULY 16, 2020

So, if the experience starts with the positive data on the website, aka the Primacy Effect, then even if you are disappointed upon arrival with the experience’s reality, you can change your mind by the end of it if the experience improves, aka the Recency Effect. Primacy is the first information you encounter, which you remember well.

Feedback 486

Feedback Consulting Consulting Government 486

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. The chatbot improved access to enterprise data and increased productivity across the organization.

Chatbots 114

Chatbots Engineering Enterprise Government 114

TeleDirect

JANUARY 30, 2025

Time-Consuming Administrative Tasks Attorneys and legal staff spend a significant amount of time fielding calls, scheduling consultations, and handling client inquiries, reducing their availability for case preparation and court proceedings. Clients can book consultations without delays. Automated reminders reduce no-shows.

Call Center 119

Call Center outsourcing Consulting Consulting 119

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad says that the research team analyzed data like scrape reviews from TripAdvisor. Moreover, if you can encourage people to complete surveys on their phones or give your personal information with CTAs for ads, you will improve the data and response rates. . These reviews are diagnostic of how people sincerely feel.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant also implores organizations to consider what they are doing with their data. One of the drawbacks of using data is it is inherently backward-facing.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. When looking for a platform, take all of this into consideration.

B2C 349

B2C Customer centricity Feedback Upselling 349

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. An ambiguous, fast-paced world means you can’t wait around to get all the data you might possibly want before making a decision. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

APRIL 25, 2019

Facial recognition data collection about customers during a Customer Experience is the future. When you consider the chance for harm, the regular data that companies collect all the time is more creepy to me than facial recognition and facial expression analysis data. So, Is it Creepy? the websites you visit and in what order).

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

AUGUST 20, 2022

This proactive experience is powered by the emerging field of Customer Science, a convergence of data, artificial intelligence (AI), and the behavioral sciences. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years. appeared first on CX Consulting.

Consulting 56

Consulting Consulting Customer retention Surveys 56

Beyond Philosophy

APRIL 8, 2019

Irrationality and data don’t mix. However, there are ways that people’s irrational behavior reveals a rational pattern in the data. If you record data on customer behavior, their irrational decisions will lead to patterns in behavior that will reveal everything you need to know. Actions speak louder than words. About Colin Shaw.

Surveys 315

Surveys Self service Consulting Consulting 315

Beyond Philosophy

APRIL 9, 2021

Moreover, not everyone agrees with Dunbar, thinking instead the data indicates a much larger circle on average. However, Dunbar does have a lot of data gathered over the years that backs it up. < [link] > The post Discover the Actual Number of People You Can Effectively Manage appeared first on CX Consulting.

Management 391

Management Accountability Consulting Consulting 391