Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

Beyond Philosophy

MAY 25, 2018

Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s leading Customer experience consultancy & training organizations. The post Latest Trend That’s Killing Customer’s Trust appeared first on. Colin is an international author of six bestselling books and an engaging keynote speaker.

Accountability 334

Accountability Consulting Consulting Marketing 334

ShepHyken

MARCH 3, 2025

My Comment: We kick off this weeks Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!

Customer Service 201

Customer Service Customer advocacy Healthcare Consulting 201

Beyond Philosophy

OCTOBER 2, 2017

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. What are these 3 remarkable trends with so much power and clout? . The post The 3 Trends Customer Experience Professionals Can’t Afford to Ignore appeared first on.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

ShepHyken

OCTOBER 27, 2024

What Customer Service Trends Should You Jump On Now? My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Engage, Delete, Ignore or Snub?

Customer Service 201

Customer Service B2B Chatbots Education 201

Contact Center Pipeline

FEBRUARY 12, 2020

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors.

Contact Center 200

Contact Center Consulting Consulting Management 200

DMG Consulting

FEBRUARY 12, 2025

The post 2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX appeared first on DMG Consulting.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Those question are: 1) Really? Republished with permission from CustomerThink.com.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. We at DMG Consulting appreciate and thank you for being part of our community.

Enterprise 59

Enterprise Consulting Consulting Self service 59

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. And that’s the driving force behind most of this year’s trends. Bill Quiseng CX Expert, Speaker & Consultant. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Beyond Philosophy

SEPTEMBER 15, 2015

So the question is, what can we learn about what works for Customer Experience by looking at trends in NPS? Simplicity is part of the reason that Netflix has fared better in NPS trends than cable companies. In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS.

Banking 383

Banking Telecommunications Consulting Consulting 383

Call Design

JANUARY 21, 2021

Now is the time to shake ourselves free of the challenges from 2020 and embrace new trends and technologies for the new year. With our consultative approach, we develop a deeper understanding of your business goals and challenges. Is your contact centre prepared for success in 2021? Utilize Real-Time Transcription. About Call Design.

Upselling 167

Upselling Coaching Consulting Consulting 167

DMG Consulting

JANUARY 29, 2025

This level of knowledge can be applied in real-world scenarios to drive business decisions, improve the customer and employee experience, and enhance operational efficiency, said Donna Fluss, President of DMG Consulting. To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Enterprise Management 59

ShepHyken

DECEMBER 16, 2024

Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. This information will compel you to make sure youve given the attention CX deserves.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Beyond Philosophy

OCTOBER 3, 2016

When we work with our clients in the Customer Experience Consultancy side of Beyond Philosophy, we share these heuristics and help our clients design an experience that appeals to their customers’ need for easy. Top 50 Marketing Thought Leader’ Reveals Latest Trend. We want habit! Training Employees on Nonverbal Clues.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 12, 2016

As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. Top 50 Marketing Thought Leader’ Reveals Latest Trend. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

OCTOBER 17, 2016

In our Customer Experience Consultancy, Beyond Philosophy , we emphasize teaching customer-facing employees to recognize people’s emotions and manage them to a better emotional outcome. Top 50 Marketing Thought Leader’ Reveals Latest Trend. It requires skills training in empathy and designing policies favoring employee empowerment.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

MARCH 2, 2020

In our business growth consultancy, we were working with a water utility to improve their customer experience. In our business growth consultancy, we have worked with organizations on this exact issue. To hear more about A Glimpse To The New Trends In Humanizing Technology in more detail, listen to the complete podcast here. .

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

APRIL 16, 2022

This podcast subject was inspired by some interesting stats I read about in the consumer research team Attest’s 2022 US Consumer Trends report about what different groups of customers want. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. How can we help?

Construction 66

Construction Consulting Consulting Surveys 66

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . However, 17 years later, far more than my consultancy is talking about it. .

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

Beyond Philosophy

MARCH 31, 2020

Again, this was a long-term trend even before the virus outbreak but many organizations and particularly government agencies have realized how behind the curve they are and they are now prioritizing and speeding up the provision of self-service channels. Another trend accelerated by COVID-19 has been towards cashless and contactless payments.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

FEBRUARY 27, 2020

To hear more about A Glimpse To The New Trends In Humanizing Technology in more detail, listen to the complete podcast here. . Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. It is vital to know what drives value for your organization.

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

OCTOBER 10, 2016

As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. Top 50 Marketing Thought Leader’ Reveals Latest Trend. When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions.

Consulting 419

Consulting Consulting Banking Customer Experience 419

Beyond Philosophy

APRIL 18, 2017

Most people would choose (A), and in fact that’s been the trend with brands over the past few years. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. On customers who are only starting to consider making a purchase. Not Meeting Your Targets? Here’s Why.

Sales 310

Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

SEPTEMBER 11, 2014

Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Customer Experience Trends 2013: Amazon Claims Top Position Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

JULY 2, 2020

However, today, that trend has changed, and people are now gravitating toward safe things. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. If it does, do you have a plan for it? We know that customers usually want easy things.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. There are several trends on Blair’s radar for 2021. Personality types and profiles are very important.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Callminer

MAY 25, 2021

Discover why Forrester Consulting examined the latest trends in customer intelligence.

Consulting 242

Consulting Consulting 242

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Unfortunately, that trend is not improving by much, per Dobrev. Forrester, a research and consulting firm, refers to four types of Value Drivers in a recent report from September.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

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.

Metrics 331

Metrics Consulting Consulting Finance 331

CX Accelerator

JUNE 8, 2020

He goes on to highlight two key benefits of this practice: Identify current customer trends as they are happening. Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. Learn about your competitors.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Outsource Consultants

OCTOBER 4, 2021

Here are five of the biggest customer service outsourcing trends to help you elevate customer satisfaction: 1) Fully Remote Contact Center Teams. This trend can be somewhat deceiving, as businesses will still look to BPO partners that can flex between both in-person teams and outsourcing remotely. Putting Trends into Action.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Beyond Philosophy

MAY 31, 2017

It’s called Google Trends. As they say on the Google Trends Page , “All our data is open source, so you can download and play with it for yourself.”. Click here to see what today’s Google Trends are. Google keeps track of what people search for and anyone can look at it. Are You a Liar? If You Do This You Are!

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

APRIL 7, 2016

This trend is, of course, a tad disappointing. When I started consulting back in 2002, no one knew what Customer Experience was. Top 50 Marketing Thought Leader’ Reveals Latest Trend. The post CX Is Hitting A Brick Wall appeared first on Beyond Philosophy | CX Consultants | Customer Experience. by the end of 2014.

Consulting 284

Consulting Consulting Customer Experience Marketing 284

Beyond Philosophy

DECEMBER 20, 2017

The CCI is a summary of our collective feelings as consumers about how we think things are trending for our economy and our individual beliefs about our own household’s economy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Beyond Philosophy

APRIL 9, 2022

From Zendesk’s The Trends Report 2022 , you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Consulting 60

Consulting Consulting Customer Care Surveys 60

Beyond Philosophy

FEBRUARY 17, 2020

To hear more about A Glimpse To The New Trends In Humanizing Technology in more detail, listen to the complete podcast here. . Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. It is vital to know what drives value for your organization.

Airlines 415

Airlines Call Center Consulting Consulting 415