Beyond Philosophy

MARCH 23, 2016

We were working with a utility company where the cost of processing the call was $3, and the cost of sending out an engineer to fix a problem was $15. The call center would handle a request quickly and dispatch the engineer. So, the engineer would have to come out again, at a cost of another $15.

Chief Customer Officer 284

Chief Customer Officer Engineering Call Center Consulting 284

Beyond Philosophy

MARCH 8, 2017

We have had four or five Virgin Media engineers to the house in England to solve the same problem. The Brighthouse/Spectrum customer service representative told me an engineer was scheduled to see me the next day. So, I phoned them the next day to see when the engineer might arrive. I was skeptical based on past experiences.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Engineering 259

Engineering Consulting Consulting Customer Experience 259

Beyond Philosophy

SEPTEMBER 11, 2014

In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Blogs Employee Experience'

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

JANUARY 29, 2021

Suppose you don’t understand where those boundaries are, and you try to apply the fundamental laws of Newtonian gravity to your engineering project. Moreover, you’re going to crash your rocket ship or whatever you are engineering. In that case, you’re going to end up with some wrong assumptions.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

MAY 31, 2017

However, those fears are assuaged when the search engine is open before us, full of answers. Moreover, lying to the search engine is pointless; we must tell the truth to get the information we need. So, the search engine incents us to tell it our secrets, which we do—and it records them all. Are You a Liar?

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

SEPTEMBER 7, 2015

Next to Google, the biggest search engine is YouTube. The post Seven Ways to Engage Your Customers Using Social Media appeared first on Beyond Philosophy | CX Consultants | Customer Experience. It’s a powerful way to engage with your community. And, now you can publish your articles and blog posts to LinkedIn. Have a YouTube strategy.

Advertising 416

Advertising Engineering Consulting Consulting 416

Callminer

FEBRUARY 4, 2021

Adrian Travis is the Founder and President of Trindent Consulting. Carol Tompkins is the Business Development Consultant at AccountsPortal. Courtney Quingley is a Reputation Consultant from Rize Reviews. Older citizens, the unhealthy, and those in low-income areas have always been targets for social engineering.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

MARCH 27, 2017

Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel. In our customer experience consultancy, we use a variety of tools to address these problems head-on. There’s been no shortage of media coverage of Uber’s troubles.

Airlines 337

Airlines Consulting Consulting Engineering 337

Beyond Philosophy

NOVEMBER 4, 2014

One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. Some trains in England have lavender pumped into the carriages to create a calming travel experience. Disney uses Popcorn and other smells to attract people to their services. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

JULY 13, 2021

” He meant that no employee did only one thing, like be an engineer or a sales associate. It started when the consultant arrived to assess the damage and demanded a payment of £200 before they started. Our team members didn’t have it on them, but that didn’t deter the consultant. Subscribe today right here.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

JANUARY 4, 2022

Tina works for an engineering company in Australia and recently joined the New Zealand office. She also explained the company has engineers and technicians serving in dual roles because “customers do not want a sales relationship.” My global Customer Experience consultancy did some work with a water utility in the U.K.,

Engineering 221

Engineering Consulting Consulting Best practices 221

AWS Machine Learning

NOVEMBER 15, 2024

The Principal AI Enablement team, which was building the generative AI experience, consulted with governance and security teams to make sure security and data privacy standards were met. As an early adopter of Amazon Q Business, engineers from Principal worked directly with the Amazon Q Business team to validate updates and new features.

Chatbots 114

Chatbots Engineering Enterprise Government 114

AWS Machine Learning

DECEMBER 23, 2024

About the Authors Alex Buckhurst is a Senior Amazon Connect consultant at Amazon Web Services with a focus on innovation and building customer-centric designs. Kai Loreck is a Senior professional services Amazon Connect consultant. Anand Jumnani is a DevOps Consultant at Amazon Web Services based in United Kingdom.

Virtual Agent 114

Virtual Agent Consulting Consulting Accountability 114

Beyond Philosophy

MAY 28, 2020

An engineer defines an overcrowded train as one that has people standing on it. What happens in business is the group of people who are first given a problem to solve tend to have a similar mindset, usually a financial-engineering, Newtonian- reductionist mindset. Your natural reaction is to disbelieve.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

DECEMBER 22, 2015

It’s the third most visited site in the world and the second largest search engine. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Cisco anticipates that video will represent 70% of consumer Internet traffic by 2017, up from 57% now. For example, YouTube is actively used as a source for consumer content.

Marketing 231

Marketing Engineering Consulting Consulting 231

Cisco - Contact Center

JULY 9, 2024

Beate's Cisco journey began with an internship in Australia, introducing her to a world of career opportunities, and a consulting engineer role in her home of Norway.

Engineering 59

Engineering Consulting Consulting Customer Experience 59

AWS Machine Learning

FEBRUARY 21, 2025

Without # being able to consult the Knowledge Base, I cannot provide details on any # particular new Bedrock Agent features at this time. About the Authors Dheer Toprani is a System Development Engineer within the Amazon Worldwide Returns and ReCommerce Data Services team.

Engineering 118

Engineering APIs Analytics Enterprise 118

Beyond Philosophy

JANUARY 14, 2016

Before CleanDiesel Gate, you likely would have thought of VW as an affordable and reliable car brand proud of its German Engineering! Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. We as consumers love brands.

Transportation 253

Transportation Consulting Consulting Engineering 253

Beyond Philosophy

JULY 5, 2016

Create experiences that are proactively human-engineered. Within customer-related processes, experiences need to be designed, engineered, or re-engineered, so that authentic humanity is built in. It is employees who are the real, flexible experience engineers. Republished with permission from CustomerThink.com.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

TechSee

JANUARY 27, 2025

For a deeper dive into Sophie AI’s unique reasoning architecture, check out our post exploring Sophie AI’s cognitive engine, which powers intelligent customer experiences. By enabling AI to think and respond intelligently, businesses can provide better service, reduce costs, and boost customer satisfaction. Want to learn more?

Average Handle Time 124

Average Handle Time Chatbots Scripts Engineering 124

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Rohan is skilled in Search Engine Optimization (SEO), Pay Per Click (PPC), Email Marketing, Conversion Optimization and Social Media Marketing. .

B2B 382

B2B Journey mapping B2C Telecommunications 382

CCNG

NOVEMBER 9, 2021

In the same way it’s a faux pas for engineers to test their new software in production, it’s just as ill advised to train an AI in the wild with actual customers who need their issues solved. And once deployed for automation, effective AI investment drives net revenue savings, effectively financing itself.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

Beyond Philosophy

APRIL 20, 2023

So, I quit that job and moved to an engineering-based company with plans to become a sales manager with a sales team. However, I knew next to nothing about engineering, or maybe it was actually nothing. Needless to say, I didn’t make manager at the engineering firm, either.) They are gold…or, I should say, diamonds.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

ShepHyken

JANUARY 3, 2017

The real crux of service design is for a business to think, reimagine and engineer the customer experience – from start to finish.Stewart states that every part of a service should be designed to create a set of expectations, and then deliver on them in a way that maps to your strategy.

Journey mapping 217

Journey mapping Consulting Consulting Engineering 217

Callminer

APRIL 20, 2020

With this in mind, frequent visits from a senior engineer from the off-shore vendor to the client site during the design phase can help ensure a clear project understanding. If you need a business plan for opening a retail store, you’ll get best results if the consultant you hire has verifiable experience in the retail sector.”

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

Beyond Philosophy

AUGUST 4, 2022

” For example, if a Google engineer says the language model is aware, it probably isn’t. The post AI Is Just Opinions Written In Code appeared first on CX Consulting. Turner has a few for you, starting with: Investigate claims. AI isn’t there yet. Find out who put the inputs there.

Technology 370

Technology Marketing Engineering Consulting 370

Beyond Philosophy

JANUARY 16, 2019

Google Scholar is a search engine dedicated to finding academic research. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. We always connect the academic findings to Customer Experience on the podcast (and in our most recent book.)

Customer Experience 279

Customer Experience Benchmark Engineering Consulting 279

Beyond Philosophy

MAY 23, 2020

Sutherland describes it as a financial engineering, Newtonian-reductionist mindset. The post The Surprising Power of Ideas That Don’t Make Sense appeared first on CX Consulting. Solving problems with only one rationality is like playing golf with only one club. This podcast is produced by Resonate Recordings.

Advertising 258

Advertising Engineering Consulting Consulting 258

Beyond Philosophy

JUNE 1, 2018

I like the red one is a lot easier to consider for many of us than how many liters the engine has. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. So, many of us choose something much easier to decide upon, like color.

Surveys 305

Surveys Engineering Consulting Consulting 305

ShepHyken

JULY 18, 2017

People within each niche can now consult these sites before making a buying decision. There are now online review sites for virtually every industry (even B2B businesses), which although they may not be as visible as Yelp, TripAdvisor or Amazon, they are every bit as influential within that industry.

B2B 141

B2B Engineering Consulting Consulting 141

ShepHyken

OCTOBER 11, 2019

While I was writing my book, two design students and a software engineer were starting a company called Airbnb. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Read Shep’s latest Forbes article: Ten Ways To Handle A Brand Crisis.

Technology 253

Technology Customer Experience Personalization Engineering 253

ShepHyken

OCTOBER 22, 2019

They discuss her new book, The Empathy Edge: Harnessing the Value of Compassion as an Engine for Success , why empathy creates a competitive advantage in business, and how companies can foster empathy from the inside out. About : Maria Ross is a brand strategist, speaker, and founder of brand consultancy Red Slice.

Engineering 189

Engineering Consulting Consulting Customer Service 189

ShepHyken

OCTOBER 15, 2018

The Wise Marketer) Lesley Gulliver and Darren Evans, strategic brand consultants from The Engine Room (UK), draw on over 45 years’ combined industry experience to advise how to enhance customer engagement with real design thinking. Here are six tips to consider when asking for feedback.

Customer Service 229

Customer Service Automotive Feedback Customer centricity 229

AWS Machine Learning

NOVEMBER 15, 2024

Methods for achieving veracity and robustness in Amazon Bedrock applications There are several techniques that you can consider when using LLMs in your applications to maximize veracity and robustness: Prompt engineering – You can instruct that model to only engage in discussion about things that the model knows and not generate any new information.

APIs 110

APIs Government Best practices Metrics 110

AWS Machine Learning

NOVEMBER 7, 2024

For general inquiries, the agent consults its knowledge base in Amazon Bedrock, which includes information from various car manuals. For specific part inquiries, the agent consults the action groups available to the agent and invokes the correct action (API) to retrieve relevant information.

APIs 127

APIs Enterprise Automotive Customer Support 127

OctopusTech

MAY 3, 2024

WordPress website owners often overlook the importance of strategic search engine optimization in today’s digital landscape. So with that in mind, here are 10 of the top WP SEO consultants and agencies I’d recommend looking into this year: 1. Joost de Valk Die-hard WordPress fans already know and revere this name.

Consulting 62

Consulting Consulting Engineering Marketing 62