Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The End of Average How We Succeed in a World That Values Sameness by Todd Rose. by Todd Rose.

Start-ups 148

Start-ups Entertainment Education Customer Experience 148

Beyond Philosophy

SEPTEMBER 24, 2020

Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. These individual parts are not new, but their integration under one concept is— and it can make a massive difference in customer-driven growth. Back then, Customer Experience(CX) was still solidifying as a concept.

Net Promoter Score 139

Net Promoter Score AI Start-ups Entertainment 139

Intercom, Inc.

MAY 22, 2018

User testing is now a must-do, thanks to the lean build-measure-learn mantra that has inspired modern product development. It’s also been great to see exploratory research gaining ground as a strategy for identifying product opportunities. Role of exploratory research in product development.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

Beyond Philosophy

FEBRUARY 16, 2023

Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I didn’t want to make the wrong decision, but I had no idea how to make the right one. Without that understanding, how could I sort through the options and know what was the right choice? His Ted Talk (with 5.5

Management Consulting 78

Management Consulting Start-ups Retail Customer Experience 78

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. It is not a criticism; it’s how human beings are.

Customer Experience 158

Customer Experience Engineering Start-ups Customer Survey 158

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We also get to the point more quickly, which favors our emotional evaluations of that experience. We Are More Emotional on Our Phones Than Computers.

Transportation 348

Transportation Technology Technology Social Media 348

Beyond Philosophy

JUNE 4, 2020

In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand. Sutherland says this concept ties into the idea of magic. So, how should they? Instead, it would help if you made train journeys more productive or enjoyable.

Management Consulting 156

Management Consulting Start-ups CX Technology 156

SurveySensum

MARCH 28, 2024

But, with the pressures of academic life bearing down, adopting effective strategies for student productivity isn’t just desirable, it’s essential. There’s an art to managing coursework, exams, and, let’s not forget, the all-important self-care. At the heart of academic success, productivity stands tall.

Construction 52

Construction Gaming Education Start-ups 52

Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. You can understand the difference by thinking what, why, and how.

Transportation 148

Transportation Legal Customer Service Technology 148

Zendesk

JULY 14, 2022

A knowledge base, community forum, and friendly team of customer advocates are critical to helping customers troubleshoot and learn how to use your products or services. But a customer education program is important for ensuring customers have access to training events and courses so they can adopt your products quickly.

Education 98

Education Start-ups Customer Satisfaction Customer Relationship 98

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

Retail 139

Retail Machine Learning AI Artificial Intelligence 139

Beyond Philosophy

JULY 30, 2022

Turner introduces “Weapons of Math Destruction”, the concept that AIs are merely opinions written in code, and what that means for AI. 09:32 Ryan asks Dr. Turner to explain what scenarios AI is good for and we discuss some of the most successful AI products in the modern world. Please tell us how we are doing!

AI 97

AI Artificial Intelligence Construction Management Consulting 97

Intercom, Inc.

APRIL 5, 2018

Our chat covers how gaming principles influenced her growth experiments, her team’s most successful retention tactics, and much more. That’s how I got into growth, even though it wasn’t called “growth” at the time. That’s how I started working with Duolingo: they were actually one of my clients.

Non-Profits 223

Non-Profits Gaming Engineering Start-ups 223

Execs In The Know

MARCH 14, 2022

Getting the attention of any customer is hard enough, but getting deep engagement with your product is the lifeblood of any product or customer experience team. Yet, surprisingly few product and CX teams actually have this ability today. Productizing success with flows and segmentation.

Customer Experience 105

Customer Experience CX Engineering Finance 105

Steven Van Belleghem

MARCH 10, 2022

I loved that Ron and Steve Jobs decided to make the stores “as big as their brand” and not just as big as their product line (which is how it’s usually done) and that they then ‘filled’ them with experiences to create engagement. Delivering a great experience. That’s actually one of the best scores I ever encountered.

E-commerce 104

E-commerce Retail NPS Manufacturing 104

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps to strengthen their engagement and satisfaction.

Customer Loyalty 111

Customer Loyalty Net Promoter Score NPS Voice of the Customer 111

Intercom, Inc.

MAY 21, 2018

User testing research is the backbone of the modern, lean, build-measure-learn mantra by which software is now made. Commonly known as strategic or formative research, exploratory research can play a pivotal role in helping your company save time in product development and keep its innovative heart beating.

Innovation 143

Innovation Net Promoter Score Start-ups Customer Satisfaction 143

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. The Five Rules for Designing a Great Digital Experience.

Technology 162

Technology Technology Manufacturing Start-ups 162

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Employee engagement is a measurement of how emotionally invested employees are in their job responsibilities and how committed and dedicated they are toward their team and organization. The former is a much broader concept.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

ProProfs

JANUARY 30, 2023

Considering how expensive training can be, even a few wasted training sessions can be heartbreaking. But how can you ensure this without further adding to the training costs? In this guide, you’ll learn all about employee training assessments, including how to leverage them to enhance various aspects of employee training.

Compliance 52

Compliance Start-ups Customer Relationship Management Retail 52

Experience Investigators

AUGUST 3, 2021

Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Customer experience management can feel like a lot. Three Activities for Customer Experience Quick Wins: 1.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

Intercom, Inc.

SEPTEMBER 9, 2022

In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down with Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years. Paul, how are you?

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. The Zendesk Customer Experience Trends Report 2024 dives into why intelligent customer experience is so important.

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

ProProfs

DECEMBER 12, 2022

In fact, 6 out of 7 managers think dynamic teams, including remote workers, will become the norm. Given remote work is here to stay, we can’t help but question – how can you hire talent remotely? But if you’re new to this concept, you’re about to change how you hire remotely. Not so much.

Finance 52

Finance Sales Gaming Start-ups 52

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work? How do you create a CAB? How can technology and outside services help? Back to Top.

B2B 118

B2B Customer Feedback Start-ups B2C 118

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. The Only Expectations That Matter in Customer Experience Design.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Steven Van Belleghem

NOVEMBER 28, 2023

Just think how this could change the game for all your customer facing teams if they are augmented with this technology. Just think of how much better and faster they could react to customer wants and needs, and in the language of the customer. In my opinion, every search box on the internet will be GenAI based in a few years.

CX 62

CX Customer Experience Entertainment Gaming 62

Steven Van Belleghem

MAY 26, 2023

Find the perfect balance between consistency & adaptation The McDonalds food experience is probably one of the most consistent around the globe. Above all, even though there is some experimentation on their menu, the most advanced innovation at McDonalds is service-oriented rather than product-focused.

Customer Experience 57

Customer Experience Innovation Entertainment Start-ups 57

PeopleMetrics

MAY 12, 2022

It's no coincidence that we frequently return to the businesses that offer us great experiences. Creating an amazing customer experience (CX) is an intentional process. Creating an amazing customer experience (CX) is an intentional process. How to Read a Customer Journey Map. How to Read a Customer Journey Map.

Customer Journey Map 62

Customer Journey Map Touchpoint Net Promoter Score B2C 62

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. There are a few reasons for this result.

Net Promoter Score 150

Net Promoter Score NPS Customer Experience Technology 150

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. We want to make a good decision but worry about how terrible the consequences will be if we make a bad one. Luckily, there are a few ways to manage uncertainty—and its related risk.

Gambling 143

Gambling Start-ups Education Customer Experience 143

Intercom

JUNE 1, 2023

As organizations strive to provide exceptional customer experiences, keeping pace with the advancements in AI – and automation and integrating that technology – has become a top priority for support leaders. Lastly, test and iterate as you go. If you enjoy our discussion, check out more episodes of our podcast.

AI 52

AI Start-ups Technology Technology 52

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Hodusoft

NOVEMBER 2, 2023

How Multi-Tenant PBX Systems Are Useful for UCaaS Service Providers The advent of multi-tenant PBX systems has revolutionized Unified Communications as a Service (UCaaS) space. At HoduSoft, we have years of experience and proven track record of providing multi-tenant PBX systems to UCaaS service providers. What is UCaaS?

Compliance 52

Compliance CRM Legal Customer Relationship Management 52

Intercom, Inc.

JULY 9, 2018

Shipping product fast and often means more opportunities for Sales to delight customers and engage with prospects. But your sales team needs a lot more than an email on launch day to maximize the opportunities that product launches present. The work of Sales Enablement begins as soon as the product roadmap is set.

Sales 154

Sales Start-ups 154

Beyond Philosophy

SEPTEMBER 16, 2021

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. The processes you have internally reflect on the experience you provide the customer. . Customer Segmentation is how you classify your existing customers into different groups.

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. We need an honesty jar here.

Customer Experience 52

Customer Experience B2B AI Machine Learning 52