Beyond Philosophy

NOVEMBER 28, 2016

A recent article by a major employee research and engagement consulting organization were reported on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? and, 2) Where’s the consistent proof for individual companies?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Donna Fluss is president of DMG Consulting.

Contact Center 138

Contact Center Enterprise Consulting Consulting 138

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. My company had a significant birthday this year. rating on Apple Podcasts. Subscribe today right here.

Consulting 221

Consulting Consulting Finance Education 221

AWS Machine Learning

NOVEMBER 6, 2024

Listen to Steven Craig share how Hearst leveraged Amazon Q Business to scale the Cloud Center of Excellence Reading References: Getting started with Amazon Q The Business Value of AWS Cloud Governance Services IDC white paper. About the Authors Steven Craig is a Sr. Director, Cloud Center of Excellence.

Government 106

Government Best practices Self service Management 106

Callminer

JULY 22, 2020

Regardless of the grounds on which your employee was let go, it is important to consult with an attorney before giving anyone an employment termination letter. For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Cisco - Contact Center

FEBRUARY 1, 2021

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. Four Journeys, One Destination: The Cloud [White paper] , a white paper following four compelling customer cloud migration stories, by McGee-Smith Analytics.

Contact Center 107

Contact Center Transportation Customer Experience Wireless 107

Beyond Philosophy

AUGUST 17, 2015

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. member of Advisory Council, Customer Value Creation International, and CustomerThink Advisor.

Banking 250

Banking Customer centricity Consulting Consulting 250

Beyond Philosophy

SEPTEMBER 7, 2015

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 post Seven Ways to Engage Your Customers Using Social Media appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Follow on Twitter @Hyken.

Advertising 416

Advertising Engineering Consulting Consulting 416

Callminer

APRIL 20, 2020

For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience. If you need a business plan for opening a retail store, you’ll get best results if the consultant you hire has verifiable experience in the retail sector.”

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

ShepHyken

NOVEMBER 24, 2017

Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy. This is a simple and effective way to make each customer feel that their time and patronage is valued.

Customer Service 223

Customer Service B2B B2C Accountability 223

Beyond Philosophy

SEPTEMBER 13, 2016

As concluded in a 2010 white paper by marketing software company Neolane: “… with the right technology, skill sets, and C-level buy-in, social media provides an opportunity to take a more personalized and interactive approach to achieve true engagement… So, stop broadcasting, start engaging and put your social media intelligence to work.”.

B2C 341

B2C B2B Wireless Customer centricity 341

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Using IA and CJA to Improve CX. Though still in its infancy, the CJA market is expected to grow at a slow but steady pace for the next few years.

Enterprise 96

Enterprise Analytics Contact Center Consulting 96

Fonolo

JANUARY 31, 2018

Who wrote it: DMG Consulting, sponsored by Serenova. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Our favorite chart: KPI Guide for Omni-Channel Contact Centers. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Adrian Travis is the Founder and President of Trindent Consulting. Adrian Travis. Carol Tompkins. accountsportal. rizereviews.

Call Center 345

Call Center Contact Center Finance Consulting 345

ConvergeOne

APRIL 26, 2022

ConvergeOne's Chris Ripkey, Director of Cybersecurity and Vito Nozza, Principal Consultant, Cybersecurity Lifecycle Consulting, dive into five steps to ensure your organization is prepared to tackle a cyberattack. Read the thought leadership article now.

Consulting 52

Consulting Consulting Management Technology 52

Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” But, as researchers and consultants, we had better be prepared to help acquisition-oriented and acquisition-obsessed companies in the real world.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? Let’s be real. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Connecting the Dots

AUGUST 16, 2017

In its most recent white paper , CCMC identifies the seven customer experience habits of companies that realize return on their customer experience investments. The post The Seven Customer Experience Survey Habits of Companies that Give A Damn appeared first on Customer Care Measurement & Consulting (CCMC).

Surveys 63

Surveys Customer Experience Consulting Consulting 63

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

DMG Consulting

AUGUST 3, 2020

Thank you for your interest in DMG Consulting’s publications. Read the new white paper from DMG Consulting LLC on Interaction Analytics: An Enterprise Vision and Practical Applications , to learn more about how IA can benefit enterprises and their customers on an ongoing basis. Monthly DMG Newsletter.

Enterprise 72

Enterprise Analytics Sales Marketing 72

CSM Magazine

SEPTEMBER 8, 2023

Our investment in Salesforce began more than three years ago with our acquisition of ‘makepositive’, Salesforce’s leading UK-based consulting partner. In addition to this, we’ve conducted more than 300 Service Cloud deployments – including the largest Field Service Cloud implementation in Europe. out of 5.

CRM 52

CRM Enterprise Consulting Consulting 52

Beyond Philosophy

AUGUST 30, 2016

And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. And, what is the most actionable way to measure it?

B2C 150

B2C B2B Customer advocacy Consulting 150

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Retail banks can keep an eye out for account overactivity in addition to, say, whether certain services or consultations were solicited more often.

Banking 52

Banking Accountability CRM Consulting 52

Fonolo

AUGUST 29, 2018

Annette Franz – Customer Experience Consultant, Speaker and Author. Jeanne Bliss – CCO Pioneer, Keynote Speaker, Author and Consultant. White Paper: CX Trends You Need to Watch in 2018. Are you removing the roadblocks towards their empowerment to fix what your customers are saying is broken?”.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

CSM Magazine

JUNE 2, 2021

This innovative, fast-growing business provides clients with access to a worldwide network of trusted associate consultants, each specialising in an area of loyalty and customer engagement. The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director.

CRM 52

CRM Consulting Consulting Analytics 52

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Donna Fluss is president of DMG Consulting.

Contact Center 56

Contact Center Enterprise Consulting Consulting 56

Connecting the Dots

AUGUST 16, 2017

In its most recent white paper , CCMC identifies the seven customer experience survey habits of companies that realize return on their customer experience investments. The post The Seven Customer Experience Survey Habits of Companies that Give A Damn appeared first on Customer Care Measurement & Consulting (CCMC).

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Connecting the Dots

AUGUST 16, 2017

In its most recent white paper , CCMC identifies the seven customer experience survey habits of companies that realize return on their customer experience investments. The post The Seven Customer Experience Survey Habits of Companies that Give A Damn appeared first on Customer Care Measurement & Consulting (CCMC).

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. Thank you for your interest in DMG Consulting’s publications.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. Thank you for your interest in DMG Consulting’s publications.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

Connecting the Dots

MARCH 30, 2017

Read CCMC’s White Paper, When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR (PDF, 322Kb) to find out how businesses can turn this around, reap the benefits of upgraded complaint-handling practices and retain billions of dollars of future sales that might otherwise be lost.

Consulting 48

Consulting Consulting Customer Care Sales 48

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? Let’s be real. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

DMG Consulting

OCTOBER 26, 2017

The purpose of this white paper is to debunk the myth that IT resources are not necessary to assist with and participate in the selection and ongoing management and administration of a cloud-based contact center infrastructure solution. Thank you for your interest in DMG Consulting’s publications.

Contact Center 48

Contact Center Management contact center solutions Consulting 48

Totango

MARCH 8, 2022

CSM Practice is a CS consulting firm that serves technology and services organizations. The Totango online community includes our blog and other resources such as white papers, reports, on-demand webinars, and a learning hub to help you get the most out of our CS platform. CSM Practice.

Best practices 118

Best practices SaaS B2B Marketing 118