Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech. Dr. Turner explains that AI decides the “Y” of an outcome. So, Dr. Turner says, AI is not magic. These are the Y.

System 148

System Social Media Video Technology 148

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. As Vasili Triant , Chief Operating Officer of UJet , explained on a recent podcast, many go-to-market activities can help in this effort. Defining Proactive.

How To 147

How To Contact Center Hotels Social Media 147

Blake Morgan

NOVEMBER 7, 2023

In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreements play versus the Service Level Agreements that contact centers are generally managed by.

Contact Center 98

Contact Center Metrics Chatbots Customer Centricity 98

West Monroe

JANUARY 2, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. I want to kickstart our conversation today with something that we like to ask everyone on our podcast–what does digital mean to you? About the episode Learn how to squeeze the most out of your data assets.

Data 52

Data Analytics Healthcare Innovation 52

ShepHyken

DECEMBER 24, 2023

Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience.

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

Kustomer

NOVEMBER 9, 2023

Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined. Did you notice our featured blog post image was created by AI?) The answer lies in the rapidly changing landscape of CX.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Beyond Philosophy

JULY 24, 2019

We discussed Facebook on a recent podcast and the implications of privacy violations for their users. Also, Facebook uses AI to capture and keep your attention to maximize their ad revenues. . Of course, it makes sense from their perspective. Are you thinking the same as me? I count myself among them. . That is where I sit.

Customer Centricity 139

Customer Centricity Culture Government Course 139

Kustomer

MARCH 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen dives into why CX efficiency is a must for any company that wants to be successful, especially in the time of the modern customer. Tune in to the full podcast to learn more so you can be prepared for any situation.

Customer Service 98

Customer Service Self Service Handbook Policies 98

Beyond Philosophy

FEBRUARY 20, 2020

We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. As you recall, the future of interaction on social media is for a brand to respond as if it were a person, and it will likely be AI-powered in the future. AI Will Change And We Will, Too. He says we tend to externalize technology.

Meeting 162

Meeting Innovation Social Media Chatbots 162

Beyond Philosophy

DECEMBER 31, 2019

I discussed these predictions on a recent podcast. Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . However, it isn’t just predictions.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

West Monroe

APRIL 10, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "From healthcare company to product company: Highmark's journey" on Spreaker. How is My Highmark poised to support your transformation?

Healthcare 52

Healthcare Company Insurance Innovation 52

West Monroe

OCTOBER 10, 2022

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. About the episode Welcome to This Is Digital, a new podcast from West Monroe. Casey, from your perspective, who should be listening to this podcast? What's your perspective on digital transformation?

Travel 52

Travel Healthcare Case Study Financial 52

ShepHyken

NOVEMBER 2, 2021

Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.? Does AI improve customer service?

Customer Journeys 71

Customer Journeys Consulting Financial Video 71

West Monroe

MAY 22, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Why All Companies Should “Shift Left”" on Spreaker. About the episode What sounds like a political movement is actually a technical one.

Company 52

Company Banking Financial Healthcare 52

Beyond Philosophy

MAY 12, 2022

I invited her to the podcast to continue our discussion and wanted to share some of that insight here. . It’s the convergence between behavioral science, AI, and data. A European insurer uses AI to use the data and the feedback to determine the next best action. It Starts with Customer Science.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

CSM Magazine

FEBRUARY 28, 2024

As Sabio expanded, we welcomed new teams through acquisitions, each bringing unique expertise and fresh perspectives. Our first event in London has circa 25 speakers sharing their expertise on topics ranging from AI and automation – including generative AI – to wider customer experience trends.

Leadership 52

Leadership Innovation Groups Conference 52

West Monroe

MARCH 6, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. From the customer's perspective, how do we understand everything about any one of our patients? Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Listen to " Best of Season 1" on Spreaker.

Innovation 52

Innovation Technology Data Healthcare 52

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast.

Exercises 88

Exercises Consulting Government Call Center 88

NobelBiz

OCTOBER 2, 2023

When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience. In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients.

System 106

System Contact Center Contact Center Software Social Media 106

Kustomer

JULY 22, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by CMO of Unbabel, Sophie Vu. Listen to the full podcast to learn more. Unbabel is a translation platform powered by AI, for the benefit of agents and users. AI machine translation is not perfect.”

Customer Satisfaction 98

Customer Satisfaction Strategy Omni-Channel Chatbots 98

NobelBiz

FEBRUARY 9, 2023

Steve Bederman on the First Contact: Stories of the Call Center Podcast. AI gamification From a business perspective, the idea of gamification can be a crucial part in the light of recent AI challenges. At the same time, it allows you to really use your workforce differently.

Call Center 52

Call Center Gamification Contact Center Trends 52

Beyond Philosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. His research focuses on customer satisfaction, customer experience, measurement, and management.

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel.

Tips 78

Tips Sales Examples Tools 78

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. Listen to the full podcast to learn more. AI really isn’t as scary as you may think it is.

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Bold360

JANUARY 21, 2020

The White House released 10 new AI principles it believes will establish the US’s continued leadership within AI. The move was a subtle change in course; up to now, the government had been somewhat hands off when it came to AI, letting the technologists determine the guidelines. Subscribe via iTunes , Spotify and more.

Government 52

Government Guidelines Financial Healthcare 52

C3Centricity

JANUARY 13, 2021

If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts. Many people were working from home this year, were you? If you are new to C3Centricity then welcome, glad you could join us. Many others just like you, found C3Centricity for the first time this year.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Business is more than just transactions. At its heart, business is a bond between service providers and customers.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Bold360

JULY 1, 2019

We often touch on the opportunity to leverage AI to create a better user experience. Vittorio brings an interesting perspective on the mix of user interface and user design. He also shared two great points to keep in mind as you start experimenting with AI solutions in your own company. Subscribe via iTunes , Spotify and more.

Innovation 75

Innovation Chatbots User Experience Customer Centricity 75

Bold360

DECEMBER 4, 2019

By checking your AI for biases. We think we’re getting better insights out of AI, but in reality biases are lurking behind the scenes. I got to talk with Vasco Pedro , CEO and Co-Founder at Unbabel , about what organizations can do to recognize biases in AI. Right now, only 22% of AI professionals on a global scale are female.”

System 85

System Data Industry Interaction 85

Bold360

OCTOBER 22, 2019

In the discussion of AI, we don’t talk about taking a user-centric approach nearly enough. We get caught up in technology for technology’s sake or an implementation perspective or solving business problems. Instead, we need to be asking: Are we delivering a better user experience through AI? Chris said. Chris Butler.

System 60

System Chatbots Measurement User Experience 60

C Space

JUNE 18, 2019

Alice’s adventures are partly a parable of identity; like Gulliver before her, changing size (perspective) helps her learn to know herself better. In our work with brands in very diverse categories, perspective switching also helps. Why not why? Identity is slippery. In many ways it’s humanity’s central question.

Customer Centricity 65

Customer Centricity Advertising Multi-Channel Innovation 65

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. This analytics realm unlocks the potential for smarter decision-making, boosting both customer satisfaction and operational efficiency.

Interaction 98

Interaction Analytics Call Center Contact Center 98

SurveySparrow

FEBRUARY 9, 2024

There are many aspects to it, sure. But where does this journey start, though? Often, the first touch your leads have with your business is SEO. Search engine optimization basically refers to all the organic traffic you get. That’s why it is so important to master this part of the customer journey marketing. What Is a Customer Journey?

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

Integrity Solutions

OCTOBER 23, 2023

As she shared during an episode of our Mental Selling podcast , she enjoyed being sales, but she could also see what was missing and how those elements would become a barrier not just to how far she could go but also to how rewarding the job would be. One of the most common pathways into sales is… accidental.

Sales 114

Sales Connections Feedback Banking 114

Kustomer

JULY 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by Darryl Addington from Five9 to learn about integrating cloud support and AI into the CX space. What would the world be like if AI were to be completely integrated into business practices?

Contact Center 98

Contact Center Self Service Examples Consumers 98