Beyond Philosophy

SEPTEMBER 24, 2015

One of the jobs of the slower System Two is to govern the conclusions of System One. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. This short video illustrates (literally) the concept well: https://youtu.be/KyM3d4gQGhM.

Consulting 377

Consulting Consulting Government Personalization 377

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

3CLogic

MARCH 27, 2025

Yet, government agencies still face challenges such as outdated technology, siloed systems, data privacy concerns, and a shrinking workforce. Delivering a future-ready government experience In todays rapidly evolving digital landscape, the future of citizen service lies in the effective fusion of human expertise and AI-powered automation.

Government 96

Government Self service contact center solutions Contact Center 96

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.

Government 386

Government Consulting Consulting Customer Experience 386

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

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

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

Outsource Consultants

APRIL 3, 2025

At Outsource Consultants, we’ve observed a growing interest in this Caribbean nation’s outsourcing potential. Government Incentives Attract Foreign Investment The Belizean government is serious about BPO growth. Belize’s BPO industry is rapidly emerging as a promising destination for call center operations.

Call Center 67

Call Center outsourcing Government Telecommunications 67

AWS Machine Learning

NOVEMBER 15, 2024

For now, we consider eight key dimensions of responsible AI: Fairness, explainability, privacy and security, safety, controllability, veracity and robustness, governance, and transparency. Governance encompasses the frameworks, policies, and rules that direct AI development and use in a way that is safe, fair, and accountable.

APIs 111

APIs Government Best practices Metrics 111

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

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

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 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

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

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

Connect

APRIL 23, 2025

This process starts with a consultative phase, which includes a comprehensive review that aims to identify a companys biggest risks and vulnerabilities. While most CISOs and CIOs understand the broader cyber threats posed to their business, the risk that AI brings changes the game. About ‘ Connect.

Government 77

Government Telecommunications Consulting Consulting 77

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

Outsource Consultants

OCTOBER 28, 2024

With investments in technology and government-backed initiatives, the potential here is enormous. The Kenyan government has actively invested in tech, ensuring that the infrastructure keeps pace with demand. Government Support Kenya’s government is all-in on growing the BPO sector. Ready to explore your options?

outsourcing 67

outsourcing Call Center Government Outbound sales 67

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

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

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 101

Government Metrics APIs Engineering 101

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

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 89

Government Healthcare Benchmark Technology 89

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

AWS Machine Learning

NOVEMBER 15, 2024

Principal implemented several measures to improve the security, governance, and performance of its conversational AI platform. 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.

Chatbots 113

Chatbots Engineering Enterprise Government 113

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