Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Steve DiGioia

JANUARY 18, 2021

And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In How Was My McDonald’s Customer Experience? My experience was awful. What other business routinely offers a product that their customers cannot use as intended without risk of bodily harm?

Customer Experience 298

Customer Experience Engineering Best practices Personalization 298

AWS Machine Learning

DECEMBER 3, 2024

The custom plugin streamlines incident response, enhances decision-making, and reduces cognitive load from managing multiple tools and complex datasets. It empowers team members to interpret and act quickly on observability data, improving system reliability and customer experience.

Customer Experience 96

Customer Experience Engineering Enterprise Benchmark 96

Beyond Philosophy

JANUARY 16, 2019

We always connect the academic findings to Customer Experience on the podcast (and in our most recent book.) Google Scholar is a search engine dedicated to finding academic research. However, we think that isn’t the case for what we need for Customer Experience. However, academic research is available.

Customer Experience 279

Customer Experience Benchmark Engineering Consulting 279

ShepHyken

OCTOBER 28, 2024

It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities. Great customer experiences can lead to loyal customers.

Contact Center 232

Contact Center Brand ambassadors Self service Upselling 232

ShepHyken

NOVEMBER 26, 2024

Disney promises an unforgettable, happy experience, and they deliver. BMW: “The Ultimate Driving Machine” – BMW is known for its high-performance and finely tuned German-engineered vehicles.  Maytag: “Built to Last” – Not long ago, I wrote about the lonely Maytag repairman commercials in a Shepard Letter article.

Enterprise 212

Enterprise Engineering Customer Service Customer Experience 212

ShepHyken

OCTOBER 11, 2019

In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers). This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence. Michelli, Ph.D.

Technology 258

Technology Customer Experience Personalization Engineering 258

CCNG

MARCH 26, 2025

As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. Improving customer experience for the sake of customers alone?

Metrics 195

Metrics Finance Upselling Engineering 195

CSM Magazine

MARCH 27, 2025

Sabio Group , the digital customer experience (CX) transformation specialist and expert services partner, today announced a significant new cloud migration project with Essent N.V., We will provide real-time oversight of contact centre performance, while ensuring continuous optimisation based on customer and agent feedback.

Engineering 52

Engineering Customer Experience Cloud contact Technology 52

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

CCNG

OCTOBER 30, 2024

The world of customer experience conferences has changed dramatically over the past few years. Justin Robbins is a keynote speaker, researcher, and business advisor who’s passionate about transforming customer interactions to drive measurable business outcomes.

Engineering 195

Engineering Customer Experience Contact Center Call Center 195

CCNG

JUNE 28, 2023

Customer Experience. Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails".

CCNG 195

CCNG Customer Experience Customer Service B2C 195

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Here’s why customer experience is of great value in your marketing strategies. .

Marketing 196

Marketing Customer Experience Customer centricity Advertising 196

Beyond Philosophy

MAY 31, 2017

Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level. However, you need to ask customers which product they value the most or how likely they are to do something in particular. Learn what your Customers really think! Are You a Liar?

Surveys 343

Surveys Big data Engineering Advertising 343

AWS Machine Learning

FEBRUARY 14, 2024

It enables you to privately customize the FMs with your data using techniques such as fine-tuning, prompt engineering, and Retrieval Augmented Generation (RAG), and build agents that run tasks using your enterprise systems and data sources while complying with security and privacy requirements.

Engineering 129

Engineering Chatbots Accountability Enterprise 129

Beyond Philosophy

OCTOBER 13, 2022

Not only does it smooth out these friction-ridden experiences on the phone, but it could also save organizations a lot of money. For example, expenses related to sending an engineer to a customer site at British Telecom would have decreased. The cost of sending an engineer to a customer site was about £40 ($40).

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Connect

NOVEMBER 24, 2024

According to Cross, the industry at large realised that simply turning on GenAI engines can prove counterproductive, with numerous companies running into AI-induced trouble. AI can analyse these requirements across an operation and all digital channels to determine the most efficient workforce in terms of cost and customer satisfaction.

Engineering 104

Engineering Quality management Cloud contact Interactive Voice Response 104

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 358

Customer Service First call resolution Contact Center Best practices 358

TeleDirect

DECEMBER 20, 2024

Why Customer Experience is the New Competitive Edge for Businesses In today’s hyper-competitive market, where consumers are bombarded with options at every turn, businesses face an undeniable truth: customer experience (CX) is no longer a mere differentiatorit is the competitive edge. What is Customer Experience?

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

CCNG

JANUARY 15, 2025

Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes. With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth.

Best practices 195

Best practices Engineering Technology Personalization 195

Beyond Philosophy

JUNE 12, 2017

We witness it all the time in our customer experience consultancy. We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint. Sympathy seekers and chronic complainers may be too wrapped up in their own troubles to engineer change.

Morale 377

Morale Consulting Consulting Engineering 377

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Engineering 259

Engineering Consulting Consulting Customer Experience 259

CSM Magazine

MARCH 10, 2025

While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. Whether through help-desk interactions, marketing messages, or automated responses, voice moulds perception and can ultimately determine customer loyalty.

Customer Experience 52

Customer Experience Engineering Coaching Feedback 52

Beyond Philosophy

OCTOBER 6, 2015

Even worse, according to the BBC, a German newspaper reported that they were told by one of their engineers at a part supplier in 2011 that this emissions test was a problem. Target and Snapchat: The Power of Customer Loyalty. 4 Ways to Gain Customers’ Trust in Data Security.

Banking 406

Banking Consulting Consulting Government 406

Beyond Philosophy

MARCH 27, 2017

But Jones’s departure, in my view, is just a symptom of the larger problems that are dragging down Uber’s reputation and, ultimately, its customer experience. Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel.

Airlines 337

Airlines Consulting Consulting Engineering 337

Contact Center Pipeline

AUGUST 12, 2021

The past year was a challenging and transformative time for many people as a global, once-in-a-generation health crisis upended critical components of how we work, play and connect. From remote workers to Netflix bingers, a critical commonality among people was the rapid adoption of digital platforms.

Contact Center 240

Contact Center Customer Experience Engineering Accountability 240

CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Why Does Reverse ETL Matter for Customer Experience?

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

AWS Machine Learning

APRIL 8, 2025

AI inference at iFood iFood has harnessed the power of a robust AI/ML platform to elevate the customer experience across its diverse touchpoints. In the past, the data science and engineering teams at iFood operated independently. Engineering teams would then struggle to integrate these models into production systems.

Engineering 84

Engineering Virtual Agent Management Technology 84

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy.

Engineering 221

Engineering Consulting Consulting Best practices 221

AWS Machine Learning

MAY 9, 2024

In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results. Conversational AI assistants are rapidly transforming customer and employee support. He helps enterprise customers in the Northeast U.S.

Engineering 129

Engineering Customer Support APIs Government 129

CSM Magazine

JANUARY 31, 2025

The customer experience (CX) industry is literally standing at a crossroads, where the dazzling promises of artificial intelligence clash with the harsh realities of day-to-day operations. Each brings innovative technologies with tremendous potential to transform customer engagement.

Customer Experience 52

Customer Experience Coaching Analytics Technology 52

Callminer

NOVEMBER 9, 2020

Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience. This 360-degree visibility forms the foundation of true omnichannel service and a gateway to fully understanding a customer’s journey.

Call Center 345

Call Center Banking Contact Center Accountability 345

Contact Center Pipeline

FEBRUARY 13, 2020

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking data such as drivers’ license numbers and account numbers, and filling in the gaps with information from social media and other sources.

Contact Center 213

Contact Center Customer Experience Accountability Engineering 213