Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Boehme also introduces the Wheel of Progress, a tool designed to help organizations understand customer journeys and progress through four phases: awareness, expectations, experience, and tradeoffs.

Customer Experience 88

Customer Experience CX 88

Beyond Philosophy

MARCH 1, 2024

A hidden impact exists regarding your experience management return on investment (ROI). Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face. What Emily needs is the insight provided by our Emotional Signature research.

Customer Experience 88

Customer Experience CX 88

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. You’ll hear from some of today’s leading voices in outsourcing, venture capital and private equity, market research and more. Case Studies.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

DMG Consulting

MARCH 27, 2024

Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT). The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Below we dive into each of the five key trends from our research.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

VOC 210

VOC CEM CX Customer Feedback 210

Intercom, Inc.

JUNE 7, 2022

. “Using live chat for sales means that you have an always-on lead qualification machine at your fingertips, allowing you to reduce the number of stages in your sales funnel without reducing lead quality or customer experience” Unsurprisingly, this traditional approach takes time.

Sales 245

Sales Start-ups Touchpoint B2B 245

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Beyond Philosophy

MARCH 21, 2024

Even the most well-managed companies will have things go wrong. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process. I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Customer Think

FEBRUARY 6, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know.

Customer Loyalty 59

Customer Loyalty 59

Uniphore

NOVEMBER 9, 2021

To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Job impacts?

Innovation 78

Innovation AI Management Consulting Education 78

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience?

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

Beyond Philosophy

JUNE 25, 2020

In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. Today, I intend to give you practical advice on how to make and manage customer memories. For me, this concept about the memory of an experience is fundamental.

Net Promoter Score 188

Net Promoter Score Entertainment Customer Loyalty Healthcare 188

ECXO

NOVEMBER 19, 2023

Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars, a distinguished expert in design management, currently leads the advanced studies program in Design Management at the University of Applied Science in Lucerne, Switzerland.

Actionable Insights 122

Actionable Insights NPS CX Customer Feedback 122

Intercom, Inc.

JANUARY 25, 2022

A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Plus, there are the added benefits of taking away manual tasks, creating a more personalized experience for new contacts, and cutting down on customer acquisition costs.

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

Intercom, Inc.

MAY 19, 2020

In our model, product teams effectively own a piece of the product, and consist of a Product Manager, Designer, and a few Product Engineers. Typically, a product manager will take on team strategy, a designer will take on UX and ensuring that the whole system fits together, and engineers will build, run and maintain our systems.

Engineering 245

Engineering Customer Retention 245

Intercom, Inc.

NOVEMBER 18, 2020

To understand the way support leaders are thinking about automation, we worked with an independent market research firm to survey a random sample of 404 customer support leaders across both B2B and B2C industries in several sectors, including retail, healthcare, and technology. The high cost of repetitive tasks.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Then, I get to tell them that their research is out of date, and they need to update it. It’s also easy to use.

Customer Loyalty 78

Customer Loyalty Start-ups 78

C3Centricity

JANUARY 16, 2024

Many people think that customer centricity is the same as customer experience. After decades of learning and experimentation, I created QC2 so that every business can successfully adopt a customer-first strategy, and become more agile, more resourceful, and experience increased market growth. Let me explain. They’re wrong!

Customer Experience 90

Customer Experience CX Touchpoint Customer Service 90

Execs In The Know

APRIL 25, 2024

years, and very minimal progress has been made in releasing experiences for direct-to-consumer self-service. The ones that have released experiences are grabbing headlines for the wrong reasons (i.e. If you look at what the top-tier research papers tell us, LLMs need more reasoning in their outputs. Air Canada ). Feng et al].

AI 52

AI CXM Engineering Business Operations 52

Experience Investigators

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. AI has become a staple in major customer interaction platforms, from feedback mechanisms to customer relationship management systems (CRMs).

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Totango

JANUARY 3, 2024

With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI. Plus, industry experts agree.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Beyond Philosophy

MARCH 16, 2023

When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? His research focuses on customer satisfaction, customer experience, measurement, and management. So, I wanted to share his insight here with you, too.

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Intercom, Inc.

APRIL 26, 2022

I’m excited to announce that we have welcomed a new and accomplished member to the Intercom board: Eileen Naughton, previously an executive leader at Google, President of Time Magazine, and General Manager of Fortune. Prior to that, Eileen was President of Time Magazine, President of Time Interactive and General Manager of Fortune.

Healthcare 118

Healthcare AI Business Operations Technology 118

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Social Media 156

Social Media Start-ups CX Customer Experience 156

Beyond Philosophy

JULY 16, 2022

Then, we dive into research from consumer research firm Attest that tells us a bit about how people feel about inflation and how that is going to affect their customer behavior. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Do you have a business pickle?

Management Consulting 157

Management Consulting CX Customer Experience 157

Intercom, Inc.

MAY 18, 2021

People have grown jaded by claims about “ email, reinvented ”, “ project management, reinvented ”, and the like. There’s also been a major transformation in the way that companies and customers connect to one another – and as a direct result, providing world-class customer experiences has never been more important. Enter Forrester.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Intercom, Inc.

JUNE 10, 2020

If you ever had to face a Manager, Director or Exec as they make bad product decisions and you’re struggling to persuade them otherwise, this post will help you. All great Product Managers and all great Designers have strong Product Judgment. Product Judgment is obtained through direct experiences with customers. That is it.

B2B 291

B2B Engineering Start-ups Transportation 291

Beyond Philosophy

AUGUST 18, 2022

Personality research is fascinating. Another exciting area that falls into personality research is the Big Five Personality Dimension. When researchers created this Big Five Personality Dimensions structure, they created substructures under each trait, called facets. Personality vs. Situational Psychology.

Compliance 147

Compliance CX Customer Experience 147

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. Train employees in managing emotional experiences.

Customer Experience 195

Customer Experience Non-Profits CX 195

Beyond Philosophy

APRIL 11, 2024

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done.

Sales 78

Sales Customer Experience 78

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? Which are you?

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. I know I know market research can be tedious and it can take a lot of time and effort from you and your team. Well, it’s not.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Beyond Philosophy

AUGUST 21, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. Professor Melumad had the same feelings going into the research. WE ARE MORE EMOTIONAL ON OUR PHONES THAN COMPUTERS.

Transportation 179

Transportation Social Media Technology Technology 179

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. As such, it’s imperative that your market research and CX programs operate as a joint package. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. sessions: [link].

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71