Beyond Philosophy

JULY 24, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. A lot of the behavioral sciences can feel intimidating. Please tell us how we are doing!

Customer Experience 78

Customer Experience Management Consulting CX 78

Beyond Philosophy

JULY 13, 2021

We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline. Since assembling things was not in her or her husband’s skill set, they hired the trampoline vendor’s installation option. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Retail Start-ups Engineering 167

Beyond Philosophy

APRIL 15, 2019

Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. At least, that’s Annette Franz ‘ s two cents on the matter.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Beyond Philosophy

NOVEMBER 5, 2020

We discussed Negativity Bias on a recent podcast. Last year, we doubled the number of downloads for our Podcast, The Intuitive Customer , and I didn’t think it was that good; I wanted them tripled! Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias.

Customer Experience 129

Customer Experience Customer Loyalty CX 129

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Yamini Rangan, CCO of HubSpot. Listen to the episode & read the show notes ».

Touchpoint 83

Touchpoint CX Customer Experience 83

Beyond Philosophy

AUGUST 1, 2019

In our most recent episode of our podcast, we talked about how you get the frontline teams to embrace the philosophy behind your Customer Experience program and deliver it. However, in the best circumstances, I estimate that only around 20 percent of your people have this level of emotional intelligence. Let me explain.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. They compare the experience to the best they’ve had from any business or brand. Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. If not, we need to fix it.

CX 123

CX Customer Experience Non-Profits Social Media 123

Customer Bliss

JANUARY 28, 2021

Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Being on a CX team demands a high standard of grit, resilience, and trust. Much of what we needed to resolve as a CX team hadn’t been done before. Much of what we needed to resolve as a CX team hadn’t been done before.

CX 101

CX Touchpoint Engineering Technology 101

Customer Bliss

MARCH 9, 2017

If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. That is somewhat of a broad term, but here I take it to mean “getting the best people possible and retaining them.” Talent strategy: Recruiting/hiring.

Customer Experience 71

Customer Experience Sports CX Innovation 71

Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Of course, many teachers are, too.

Compliance 147

Compliance CX Customer Experience 147

Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. If you enjoy our discussion, check out more episodes of our podcast.

Customer Service 86

Customer Service CX AI Start-ups 86

Fonolo

OCTOBER 13, 2020

Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time. The cost of hiring and training agents is increasing. Compounding the impact of increasing attrition is the increasing costs of hiring, training, and retaining agents. They say the night is darkest before the dawn.

Contact Center 144

Contact Center CX Retail Technology 144

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. This was voted on by clients and peers, we couldn’t be more honored or proud.

Management Consulting 60

Management Consulting CX Customer Loyalty Customer Experience 60

Beyond Philosophy

JULY 18, 2020

Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. The goal is to mimic the human mind. By taking stimuli from an external environment, called inputs, machines try to predict the outcome.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Beyond Philosophy

JULY 9, 2020

My daughter was concerned about COVID-19 risks if she hired someone to fix it, but she also didn’t want people to let themselves into the house through the broken window either. So, it would be best if you asked the question a different way. Before we get into that, I have a story to give you some background on why I did this.

Customer Experience 162

Customer Experience CX Technology Technology 162

Customer Bliss

JULY 6, 2017

The theory goes like this: it’s a time of hyper-competition, so you need the best people. Why not get the best people and then match them to the work? HR still hires the same way it mostly always has, and silos make our brains comfortable. What does that mean for CX? Silos and CX. So what do you do?

CX 97

CX Customer Experience 97

Intercom, Inc.

SEPTEMBER 9, 2022

Here are some of our favorite takeaways from the conversation: Neural networks have made significant headway in the past five years, and they’re now the best way to deal with unstructured data such as text, images, or sound at scale. If you enjoy our discussion, check out more episodes of our podcast. The hype strikes back.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Beyond Philosophy

FEBRUARY 25, 2021

This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. So, you can imagine my excitement when I hosted him on a recent podcast. However, live events and virtual aren’t always the best combination. This is it!”

Gaming 78

Gaming Sports Management Consulting Retail 78

Beyond Philosophy

OCTOBER 18, 2019

We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service. My regular readers (and podcast listeners) know that I love Apple. These two systems work together and tradeoff tasks between them. Two-Systems of Thinking. Buying Intuitively.

CX 90

CX Education Customer Experience Customer Experience Management 90

Beyond Philosophy

MAY 1, 2021

This podcast is sponsored by Verint. The majority of them, 74 percent, didn’t hire their planned new hires last year because of COVID and the related economic uncertainty. 24:04 Colin talks about a critical and often over-looked aspect of choosing a technology partner for your CX design.

Customer Expectations 60

Customer Expectations Predictive Analytics Management Consulting Customer Relationship 60

Beyond Philosophy

MAY 14, 2020

We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast. Another benefit of the principle of liking is the more the salesperson learns to like the prospect, the more the salesperson wants to do what is best for them. Ahearn’s background was in the insurance industry.

Start-ups 167

Start-ups Legal Sales Business Growth 167

Execs In The Know

MAY 26, 2021

May 26, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce details about their upcoming Enabling Work-From-Home Briefing — a CX-geared virtual event developed exclusively for CX leaders at end-user corporate brands. SCOTTSDALE, Ariz.,

Innovation 52

Innovation CX Engineering Business Growth 52

Beyond Philosophy

FEBRUARY 15, 2021

We hosted two interesting guests on a recent podcast that might have one of the most important new business jobs today. In other words, why did those firms hire a behavioral scientist? Behavioral Science is a growing field in business. It applies to everything and everything we do. Anne Wilson, Ph.D., Lauren Cheatham, Ph.D.,

Finance 88

Finance Customer Satisfaction Start-ups Customer Experience 88

Beyond Philosophy

AUGUST 11, 2022

In England, hiring managers are having a hard time getting people to show up for interviews, let alone jobs. I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. However, was I justified?

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Zendesk

DECEMBER 2, 2020

That’s why we got together with Chatdesk co-founders Aneto Okonkwo and Andrew Olaleye to talk about how good CX (and a little planning) can help keep the holidays merry and bright. How/why did it lead to CX or your interest to dive deep into numbers? Talk to your team about holiday protocols. Full Q&A with Chatdesk.

E-commerce 76

E-commerce CX Net Promoter Score Artificial Intelligence 76

Customer Bliss

MARCH 28, 2018

The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work. Hire stunning and diverse colleagues that have aligned values, motivations, and skillsets. What do You Know Now That You Wish You Knew Then?

B2B 68

B2B CX Net Promoter Score Start-ups 68

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In today’s podcast episode, I’m revisiting conversations with two previous guests, Mary Winfield , VP of Customer Experience and Trust at Lyft , and Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics.

Sports 70

Sports Start-ups Technology Technology 70

Customer Bliss

NOVEMBER 23, 2018

While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. ” Eric’s positive and welcoming experience with the Hertz team is a testament to the fact that hiring the right people is such a critical part of your business. .”

CX 57

CX Hospitality Hospitality VOC 57

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. Thank you all for your support and for taking the time to listen to these podcasts. I’ve got a lot of great interviews coming up that I can’t wait to share with you! Be Strategic and Operational When Preparing for Change.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Customer Bliss

OCTOBER 24, 2019

In order to drive your CX work, you and your CCO have to be on the same page. As Aurelia Pollet, VP of Customer Experience at Exemplis shared with me on the podcast , these values need to guide day-to-day decisions. Know Your Audience and How to Best Meet Their Needs. Determine What Type of CCO You Report To or Want To Be.

Real Estate 74

Real Estate Customer Experience NPS CX 74

Intercom

MARCH 23, 2023

For CX expert Jon Picoult , if you’re aspiring to satisfy your customers, you’re aspiring to mediocrity. Great CX is like a performance. The onstage (product, retail stores) and backstage aspects (hiring processes, tech stack) must come together in order to leave a positive impression. And that’s exactly what you want to do.

CX 59

CX Customer Experience Retail Start-ups 59

Beyond Philosophy

AUGUST 20, 2022

While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one. This podcast was produced in partnership with Ujet.cx. My iPhone is getting bossy. It suggested widgets based on the time of day I was using it.

Artificial Intelligence 22

Artificial Intelligence Management Consulting Customer Retention AI 22

Intercom

FEBRUARY 3, 2022

He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. If you enjoy our discussion, check out more episodes of our podcast. And if there’s someone who’s loving that industry shift, it’s Jay Baer. Jay is many things.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Intercom

JUNE 2, 2022

When it comes to CX, we must shift our mindset around adding value to the customers, not just extracting it. If you enjoy our discussion, check out more episodes of our podcast. It’s all about having the right mindset, taking ownership of your abilities, and doing what’s in your power to drive positive experiences for customers.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Intercom

SEPTEMBER 28, 2023

While implementing your AI strategy, it’s important to ensure you maintain a high-quality CX and address the evolving nature of the customer support role. In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. Suddenly, AI is everywhere.

AI 59

AI Start-ups Education Customer Service 59

Beyond Philosophy

MARCH 19, 2019

We had a guest that explained why Innovative Service is crucial to Customer Experience on our recent podcast. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. It is a customer centric surprise that delights your customers.

CX 135

CX Innovation NPS Customer Loyalty 135