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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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?

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Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

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Marketing Customer emotions Employee engagement Customer centricity 418

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.

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Consulting Consulting Marketing Customer Experience 479

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.

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Interactive Voice Response Customer centricity Consulting Consulting 370

Outsource Consultants

MARCH 28, 2023

Saint Louis Park, MN, March 28, 2023 – Outsource Consultants is once again honored to have made the fourth annual Financial Times ranking of The Americas’ Fastest-Growing Companies. Our mission is to provide companies a call center industry insider’s expertise without requiring them to exhaust their own time and resources.

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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.

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Employee engagement Consulting Consulting Enterprise 364

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.

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Advertising Engineering Consulting Consulting 416

Fonolo

MARCH 2, 2023

No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. The post Industry Report: State of the Contact Center 2023 first appeared on Fonolo.

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Contact Center Self service Chatbots Consulting 141

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

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

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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.

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Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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.

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Customer Experience Journey mapping Customer centricity Surveys 385

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.

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Consulting Consulting Customer Support Marketing 68

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

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.

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Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

MAY 3, 2018

Two mergers in two different industries will have enormous implications for customers. telecom industry set to finalize for $26.5 As a global Customer Experience consultant hearing this news, I worry, too. down to three, but they are hardly the only industry with this trend. What worries me is the size of companies today.

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Wireless Consulting Consulting Airlines 284

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.

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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.

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Advertising Consulting Consulting Customer Experience 419

Beyond Philosophy

MARCH 8, 2017

To make matters worse, consolidation of the telecom industry creates an unhealthy environment for Customer Experience progress. I worked in Telecoms for 18 years before leaving to start my global Customer Experience Consultancy. I understand the challenges of this industry. A Hopeless Case or An Area of Opportunity?

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Customer Experience Customer centricity Engineering Consulting 312

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

MAY 17, 2017

It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely. Others help you survey customers based on location and industry or even product purchased. What is a CX Data Platform?

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Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

SEPTEMBER 6, 2017

In our global Customer Experience consultancy, we recommend measuring CX performance that does the two following things: Reflects the CX definition you have determined as your goal, also called the Customer Experience Statement or CES. As global Customer Experience consultants, we see this all the time. The post Beware!

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Consulting Consulting Finance Metrics 302

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

Outsource Consultants

JULY 25, 2023

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents.

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Call Center Interactive Voice Response Technology Chatbots 128

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.

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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.

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Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

APRIL 24, 2017

As global customer experience consultants, one thing we know for sure is that a poor Employee Experience leads to a poor Customer Experience. After sorting through millions of responses from thousands of respondents all over the world and throughout different industries, we discovered the 20 emotions that drive and destroy value.

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Consulting Consulting Banking Customer Experience 317

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.

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Customer Service Self service Consulting Consulting 296

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.

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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

Beyond Philosophy

APRIL 19, 2017

In the past, only certain industries relied on differentiating themselves based on their Customer Experience. These were highly-competitive industries with thin margins, like grocery stores or hotels. Not only that, he helps them predict what will happen next, which is critical information in highly competitive industries.

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Consulting Consulting Personalization Customer Experience 307

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.

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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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