Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. Behavioral Economics and Irrational Behavior.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

MARCH 31, 2020

He already had two other medical insurance coverages so he called and asked the bank not to renew it but they asked him to go to a physical office and that’s at a time when the government asked everyone to avoid any non-essential travel. appeared first on Customer Experience Consulting. Digital Everything. Digital Transformation.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

JULY 16, 2020

Episodic Memories have different influences that govern them called Primacy and Recency Effects. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. With Evaluative Memories, the Peak-End Rule is highly influential.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

JULY 4, 2020

The freedom fighter: Never wear a face mask as I don’t want government to tell me what to do. The post Powerful New Way To Reveal How Customers Feel In The Pandemic appeared first on CX Consulting. It’s all overblown. It is important not to judge any group. Recommended Actions. Click here find out more.

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Government Consulting Consulting Customer Experience 386

Beyond Philosophy

JANUARY 26, 2015

We are making sure our government integrates intelligence to combat cyber threats, just as we have done to combat terrorism. Customer centricity is not the result of a sweeping (and frankly, rather relaxed) standard issued by the government. Can you legislate a critical part of serving your Customers well in this way? The answer is No!

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Taylor Reach Group

MAY 22, 2019

The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey. Now when Jane talks about the government agency she shares her experience. By Rosetta Lue.

Government 106

Government Contact Center Call Center Wait times 106

Beyond Philosophy

JUNE 13, 2019

In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. As Customer Experience consultants, we believe in servant leadership. Moreover, the culture should govern every function in the company and be accessible at every level.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

NOVEMBER 8, 2018

The drop in the oil prices of late has forced governments to free up the markets, create competitive landscapes, and attract foreign investors. As global Customer Experience consultants, we often see organizations make the mistake of trying to improve their experience without actually changing anything in the organization.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

MAY 16, 2020

The Intuitive System governs the realm of habits. appeared first on CX Consulting. The cue is the stimulus; the routine is the reaction to the cue, and the reward is the benefit of the action. Consistent participation in the cycle results in a habit, for good or ill. This podcast is produced by Resonate Recordings.

Government 320

Government Consulting Consulting Customer Experience 320

Beyond Philosophy

OCTOBER 31, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. I am not judging the Scots by any means. Blogs Customer Experience'

Customer Experience 381

Customer Experience Banking Consulting Consulting 381

Beyond Philosophy

NOVEMBER 8, 2017

When you discuss habits in relation to the two systems of cognitive behavior, or what we call the Intuitive System (emotional and fast) and Rational System (logical and slow), the Intuitive System governs habitual behavior. How the Helpful 8-year-old Forms Habits. Astonishing BIG Gains from Little Changes!

Government 345

Government Consulting Consulting Customer Experience 345

Taylor Reach Group

FEBRUARY 5, 2019

Control: Control future process performance (governance through new policies and procedures). Using the problems defined through the human-centered design research will point government in the right direction to which processes it needs to begin to hone it on.

Government 101

Government Management Customer Experience Scripts 101

Beyond Philosophy

MAY 25, 2016

The federal government pressured both sides to return to the negotiating table in Washington D.C. As Customer Experience Consultants, we call this an Outside-in approach , meaning you are looking at your Customer Experience as if you were a customer. with the help of a federal mediator. Shares were down 3% since the strike began.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

JUNE 25, 2020

The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Emotions create memories. Follow Colin Shaw on Twitter @ColinShaw_CX.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

OCTOBER 22, 2019

When you understand customers’ habits, how they form and how they are governed by the mind, you have a much better chance of making those crucial changes in customer behavior to become their habitual brand. The post Insights to understanding Customer Habits appeared first on Customer Experience Consulting. So, what are habits?

Government 231

Government Consulting Consulting Customer Experience 231

Beyond Philosophy

JUNE 4, 2018

Lucky for him, Caesar proved victorious and overthrew the government instead of getting executed. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Once you crossed the river, you had entered Italy, and there was no going back.

Wireless 360

Wireless Government Consulting Consulting 360

Taylor Reach Group

JULY 4, 2018

Why would you want to retain a consultant? What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location. Eliminates internal bias.

Consulting 109

Consulting Consulting Contact Center Call Center 109

Beyond Philosophy

SEPTEMBER 17, 2014

I use stories all the time when I am consulting with clients on Customer Experiences. At the same time, however, we have reason that helps us use rational deliberation to help us plan and govern our actions. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Emotions'

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Consulting Consulting Customer emotions Government 300

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. Furthermore, the living standards for most people were good enough to make them risk-averse. I am not judging the Scots by any means.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. Small Talk And Trust.

Government 304

Government Advertising Surveys Marketing 304

Beyond Philosophy

JULY 24, 2019

Several years ago, Facebook was slapped on the wrist by the government , who said Facebook needed to protect the privacy of their users. Facebook engaged in an agreement with the government that said, “OK, we will protect people’s privacy.” Moreover, this latest FTC fine was a follow-up fine from a previous violation.

Customer centricity 348

Customer centricity Government Morale Advertising 348

AWS Machine Learning

DECEMBER 1, 2022

Overview of model governance. Model governance is a framework that gives systematic visibility into model development, validation, and usage. Model governance is applicable across the end-to-end ML workflow, starting from identifying the ML use case to ongoing monitoring of a deployed model through alerts, reports, and dashboards.

Government 102

Government Metrics APIs Engineering 102

Beyond Philosophy

JUNE 25, 2021

Even the government came out against it. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. They didn’t want the Super League, thank you very much, and the Super League failed—in a little over two days. Sources: Panja, Tariq; Smith, Rory.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

AUGUST 10, 2020

Repetition makes the behavior habitual, which is governed by our automatic and intuitive thinking system. The post How To Make Your Experience Easy And Gain Growth appeared first on CX Consulting. We also use habits to simplify our thinking. Many times, we learn to do something using the rational side of our thinking.

Customer effort 322

Customer effort Government Self service Consulting 322

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines.

Government 91

Government Healthcare Benchmark Technology 91

Beyond Philosophy

MAY 24, 2016

These are ordinary people, not celebrity actors or pro athletes, government bigwigs, or corporate executives. A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions.

B2B 236

B2B Government B2C Consulting 236

Beyond Philosophy

OCTOBER 4, 2018

Dieters dip into the pint after work or school or dealing with children or bosses or government committees. As a global Customer Experience consultant, I encourage my clients to design accommodations for this effect in the Customer Experience. For example, people on diets rarely go for the ice cream first thing in the morning.

Government 353

Government CRM Personalization Customer Experience 353

Callminer

FEBRUARY 4, 2021

Adrian Travis is the Founder and President of Trindent Consulting. The pandemic has made it difficult for customers to establish contact with many businesses and government departments…”. Carol Tompkins is the Business Development Consultant at AccountsPortal. Courtney Quingley is a Reputation Consultant from Rize Reviews.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

NOVEMBER 12, 2020

All of these rules can help govern your digital experience, which, as we all know in 2020, is one of the only places your customers can have an experience at all. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Chatbots 405

Chatbots Consulting Consulting Government 405

Beyond Philosophy

MAY 21, 2020

Habits are governed by the Intuitive System, which is always monitoring our environment. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Everything that we see, smell, or hear, that’s all filtered through the Intuitive System.

Airlines 300

Airlines Consulting Consulting Government 300

Beyond Philosophy

MAY 10, 2019

The governing theory that presides over our collective inability to predict the likelihood of unlikely events is Prospect Theory. In other words, we are terrible at estimating the probability of unlikely events, for good or ill. The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

Management 218

Management Government Consulting Consulting 218

Beyond Philosophy

APRIL 20, 2016

In this series, professionals describe what numbers govern their happiness. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Write your own #MyMetric post here. Some businesses look at the bottom line with customers. What is the NEV?

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

CCNG

OCTOBER 25, 2023

Governance is more than just project management or business processes, it requires cross-functional collaboration and involvement from various stakeholders to successfully implement large-scale changes. Her consulting practice offers a unique delivery for operationalizing customer experience improvement at every touchpoint.

CCNG 195

CCNG Technology Employee engagement Government 195

Beyond Philosophy

MARCH 26, 2021

As usual the devil is in the detail so let me lay out the issue that many governments around the world are struggling with. Imagine a scenario where the government says businesses of a particular type must serve only people with a vaccine passport. appeared first on CX Consulting. Follow Colin Shaw on Twitter @ColinShaw_CX.

Government 195

Government Consulting Consulting Personalization 195

Beyond Philosophy

MARCH 2, 2018

as part of the government. From what employee emails they can read to how much social media access employers are entitled to website usage on company equipment, and even whether an employer can order a polygraph, the government works to help draw the lines of what is fair game and what isn’t. and in the U.K.,

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

JANUARY 16, 2018

Per Ralph Walkling (professor of corporate governance and accountability, LeBow College of Business, Drexel University), having a stakeholder-centric culture suggests that management considers the well-being of every entity touched by the business – employees, shareholders, suppliers, customers the community, etc. when making decisions.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Call Center Weekly

FEBRUARY 22, 2018

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

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Customer Service Government Contact Center Metrics 212