Beyond Philosophy

SEPTEMBER 10, 2015

Employee engagement is the latest buzz phrase in the industry. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Furthermore, engaged employees enjoy personal satisfaction for doing so.

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Employee engagement Consulting Consulting Banking 419

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry?

Contact Center 288

Contact Center Consulting Consulting Call Center 288

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. Our research revealed that many companies think that AI or the Internet changing their industry is the least important thing they should be worrying about, to the tune of one in four. To be honest, I am shocked.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

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. What Are the Benefits of CPQ Consulting?

Consulting 40

Consulting Consulting Sales CRM 40

Beyond Philosophy

NOVEMBER 28, 2016

There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. They were the cornerstone of the service industry, and in many ways they still are. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 360

Interactive Voice Response Customer centricity Consulting Consulting 360

Beyond Philosophy

SEPTEMBER 7, 2015

You will become a valuable resource to your customers when you post information about your products and your industry. Post blogs, articles and create white papers that share information on the latest and greatest happening, not just with you and your company, but in your industry. The key is to not be self-promoting.

Advertising 416

Advertising Engineering Consulting Consulting 416

Beyond Philosophy

OCTOBER 31, 2016

As global Customer Experience Consultants, we say that KPIs tied to your Sales Goals influence the culture to focus on its goals rather than on what the customer needs or wants. Industry Secrets Leaked: Predicting Customer Behavior. Same concept follows for incentives. 5 Reasons Your KPIs Are Hurting Your Customer Experience.

Banking 0

Banking Consulting Consulting Sales 0

Beyond Philosophy

MAY 7, 2020

If a new CEO for ABC Cable Company wanted to shake up the industry and change the perception of their brand, it would take a lot of time and effort to do that. In our business growth consultancy, we use this model to assess the customer-centricity of our clients so we know what areas are doing well, and which one could use some attention.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

ShepHyken

OCTOBER 25, 2021

CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Thank you CH Consulting Group!). I found the list interesting, not just for the resources mentioned, but for the different categories of tools. 10 Customer Service Quotes to Inspire Your Team by Sage Johnson. (CH

Customer Service 377

Customer Service Chatbots B2C Consulting 377

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

MARCH 16, 2020

You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. The post Exclusive Research Reveals Fascinating New Trends appeared first on Customer Experience Consulting. At least, that’s what our research late last year told us.

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Consulting Consulting Customer Experience 284

ShepHyken

AUGUST 11, 2020

They discuss how any company in any industry can utilize a subscription model to the benefit of their customers. This will help you build a formal relationship with recurring revenue in any company and any industry. About: Robbie Kellman Baxter is the founder of Peninsula Strategies, LLC, a management consulting firm.

Consulting 66

Consulting Consulting Customer Support Marketing 66

Beyond Philosophy

JULY 2, 2020

Moreover, many other companies in other industries are in the same boat. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Re-Imagining Your Customer Experience in a Time of Change appeared first on CX Consulting.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

AUGUST 13, 2020

Consider the unmet needs in your industry. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post How to Make Your Experience Easy and Gain Growth appeared first on CX Consulting. We want to make our experience easy.

Customer effort 457

Customer effort Government Consulting Consulting 457

Beyond Philosophy

NOVEMBER 2, 2016

Yet, according to the New York Times , this is the way things are headed in the hospitality industry. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. These extra fees have been growing for the past decade, and this year, U.S.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

Beyond Philosophy

MAY 24, 2017

This is an excellent example of an industry paying attention to its customers and giving them what they want. I wish I saw more of this kind of thing in my customer experience consultancy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Consulting Consulting Customer Experience 344

Beyond Philosophy

NOVEMBER 9, 2016

If you enjoyed this post, you will also be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. How to Measure Customer Emotions.

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Customer emotions Education Consulting Consulting 414

Beyond Philosophy

AUGUST 23, 2017

While it is always our goal to show growth in all of these areas with any recommendation we make in our global Customer Experience consultancy, we do not choose these areas as our indicators of success. We prefer to measure CX performance on a metric directly related to how well your CX is delivering on your goals. We see it all the time.

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Metrics Consulting Consulting Finance 331

Beyond Philosophy

SEPTEMBER 28, 2016

According to industry experts, today’s hackers are so advanced that it isn’t unusual for no one to detect the breach. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The breach happened two years ago, and Yahoo didn’t know.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

NOVEMBER 7, 2016

If you enjoyed this post, you might be interested in the following blogs: · Industry Secrets Leaked: Predicting Customer Behavior. · How to Measure Customer Emotions. · What Can We Learn from Restaurants and Casinos? Colin is an international author of five bestselling books and an engaging keynote speaker.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

JUNE 11, 2020

In our business growth consultancy, we worked with the largest insurance companies in the UK back in the day. Before I explain this one, let me give you an example compliments of my favorite industry, cable providers. The post How to Manage Customer Wait Time: The Best Tips From Great Companies appeared first on CX Consulting.

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Wait times Management Consulting Consulting 403

Beyond Philosophy

DECEMBER 12, 2016

If you enjoyed this post, you might be interested in the following: Industry Secrets Leaked: Predicting Customer Behavior. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Astonishing Big Gains from Little Changes.

Consulting 392

Consulting Consulting Sales Customer Experience 392

TechSee

SEPTEMBER 30, 2024

Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. Combining visual intelligence and generative AI in CX opens new possibilities for delivering exceptional service across industries.

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Automotive First call resolution Healthcare Scripts 109

ShepHyken

DECEMBER 7, 2020

Numerous experts were consulted. These ideas focus on retail, but as I keep preaching, apply to just about any business and industry. My Comment: Even if you’re not in the retail industry, you’ll pick up a few ideas from this list of seven trends and innovations in this article.

Customer Service 291

Customer Service Self service Consulting Consulting 291

Beyond Philosophy

MAY 14, 2020

Ahearn’s background was in the insurance industry. In our business-growth consultancy, we developed our Memory Maker Training , which teaches the team about these psychological principles and how to incorporate them into daily interaction with customers. Some do train, however. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

DECEMBER 20, 2019

I have been in the Customer Experience industry since before there was such a thing. appeared first on Customer Experience Consulting. .” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year. The post What is Important in 2020?

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Coaching Customer retention Consulting Consulting 317

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

CCNG

JULY 7, 2021

With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. CCNG Academy member Elliott Winit is a Contact Center management consultant with over twenty-one years of consulting experience. Are they still appropriate for your particular line of business?

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Best practices Contact Center Metrics CCNG 195

Beyond Philosophy

MAY 30, 2020

Instead, cruise lines went to extremes to make the journey more enjoyable than an airplane and created a whole new industry for holidays and travel. Many organizations, especially those that use management consultants, are more comfortable doing what has always been done because it is easier to measure, quantify, and report results.

Airlines 286

Airlines Consulting Consulting Customer Experience 286

Beyond Philosophy

SEPTEMBER 13, 2019

In the early days of our global Customer Experience consultancy, Wilde’s statement sums up the marketing efforts for my brand. It was controversial, and many people in the industry thought I was mad and, well, wrong. We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was.

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Consulting Consulting Marketing Customer Experience 303

Beyond Philosophy

FEBRUARY 6, 2020

Moreover, these games are usually fun, so much so that sometimes the entertainment industry makes them into a game show. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The participants play, typically competing for a payout.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

JUNE 25, 2020

We discovered that one of the most critical points of an insurance company experience occurs in the claims moment, particularly if you’re in the healthcare industry. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

OCTOBER 24, 2016

Before the announcement, many experts and industry commentators had little idea what it would be. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Astonishing Big Gains from Little Changes! Fascinating Insight! How You Make Decisions.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

AWS Machine Learning

NOVEMBER 7, 2024

Although the principles discussed are applicable across various industries, we use an automotive parts retailer as our primary example throughout this post. In this industry, finding the right components can be challenging, because it often involves navigating extensive catalogs and complex compatibility requirements.

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APIs Enterprise Automotive Customer Support 128

CX Global Media

JANUARY 15, 2019

In more than twenty years in the contact center industry, improving agent performance has always been a major focus. Melissa is a long-time contact center industry learning and development leader and performance improvement consultant. You’ve got to deliver.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

ShepHyken

FEBRUARY 25, 2020

Be the Disney of Your Industry. They discuss her experience as a Disney employee, their hiring process, and the customer service takeaways that can be applied to any organization in any industry. You, too, can be a successful organization in your industry.”. Lessons from Disney to Improve Your Customer and Employee Experiences.

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Consulting Consulting Accountability Customer Service 263