Beyond Philosophy

JANUARY 3, 2017

Tremendous investments have been made on technological innovations — IVR systems, call routing, multi-media integration and the like — yet investment in people, and processes to support them, has been stagnant, lagging behind other efforts. The First Step in Setting up a CX Initiative. 10 BIG Ideas for Customer-Centric Success.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Execs In The Know

NOVEMBER 30, 2021

It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Beyond Philosophy

DECEMBER 2, 2021

Twenty years ago, we went on a family holiday to Florida. Despite constantly evolving and innovating, the experience is heavy on nostalgia. The Small World ride hasn’t changed much since it opened in 1966 (or 1971, in Florida). Cable channels play classic black and white films, like Casablanca or Harvey.

Entertainment 88

Entertainment Construction Innovation Customer Experience 88

Beyond Philosophy

DECEMBER 5, 2017

You Also Might Like… 5 Innovative Ways to Connect with Customers Digitally. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. The post Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement appeared first on.

CX 68

CX Predictive Analytics Social Media Customer Experience 68

Execs In The Know

APRIL 29, 2022

Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. Unlock More Productive Teams with the CX and Customer Operations Benchmark Report.

CX 98

CX Actionable Insights Touchpoint Technology 98

Beyond Philosophy

JANUARY 24, 2018

Though usually left up to HRD, the fundamental premise of engagement has been that it is good for business – citing higher quality, greater efficiency, innovation, lower turnover, workplace camaraderie, and the like. If companies are truly serious about optimizing CX, then more attention and resources must be devoted to EX.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Execs In The Know

MARCH 14, 2022

Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022. There is a lot of promising innovation in this space and all of it is digital. Think about CX becoming digital CX.

Contact Center 98

Contact Center Artificial Intelligence CX Technology 98

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. It is here that great, differentiated (and often unique) and memorable CX lives. Michael Lowenstein, Ph.D., Lagniappe works.

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

Beyond Philosophy

NOVEMBER 14, 2017

According to Julie Weber, VP of People at Southwest, the company isn’t so much looking for specific skills and background (although alignment between applicant capabilities and skillset is recognized) as for spirit, a desire to perform, persevere and innovate, an ability to put others first and proactively serve customers.

Innovation 87

Innovation Customer Experience Customer Service CX 87

Chip Bell

APRIL 9, 2019

When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.” It was a tall circular structure that dominated the Tampa skyline.

Entertainment 84

Entertainment Construction Customer Expectations Innovation 84

Beyond Philosophy

JUNE 7, 2016

It doesn’t require that much in the way of financial investment, innovation or ingenuity. Global #CX experts weigh in! Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. TD Bank’s “Bank Human Again” marketing campaign. Be distinctive. Lagniappe works.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” In the realm of business communication, CX is not just a buzzword. It’s the cornerstone of progress. With booth no.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Customer Bliss

JULY 13, 2016

His newest book is Sprinkles: Creating Awesome Experiences Through Innovative Service. When Professor Gerald Young at the University of Florida compared the reasons patients gave for switching physicians with the reasons they predicted would influence that decision, there was a major difference. Guest Post by Chip R. Bell Chip R.

Customer Feedback 67

Customer Feedback Innovation Customer Survey Customer Service 67

Hodusoft

FEBRUARY 6, 2024

As businesses these days look for comprehensive and innovative solutions for streamlined communication and effective customer engagement, HoduSoft’s participation in IT EXPO can be a game changer. This year, the event will be taking place from the 13 th to 15 th February in Fort Lauderdale, Florida.

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Execs In The Know

APRIL 8, 2022

Together, the group was able to challenge the “status quo” and inspire innovation through COMMUNITY, CONNECTION, and BALANCE. How Fanatics Activated Its CX Data Superpowers. By approaching CX with a fan’s passion, Carolyne and team are turning data insights into heroic moments — all in the spirit of a mission to serve.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Execs In The Know

MARCH 14, 2022

Yet, surprisingly few product and CX teams actually have this ability today. The most successful product and CX organizations enable their teams to deeply study each customer journey in order to understand the most granular drivers of engagement. This doesn’t just mean graphs of aggregates and averages.

Customer Experience 105

Customer Experience CX Engineering Finance 105

Customer Bliss

OCTOBER 28, 2020

To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation. Guidewell is the parent company of Florida Blue. Camille shared with our audience her insights and advice for experience leaders in the healthcare and insurance industries.

Healthcare 75

Healthcare Start-ups Innovation CX 75