CX Design Wins A Nobel Prize

Experience Matters

Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. In case you missed it, Richard Thaler won the Nobel Prize in Economics.

We’re Pledging 1% For The Planet

Kerry Bodine

Yvon Chouinard, founder of The North Face and author of the book Let My People Go Surfing , founded 1% for the Planet in 2002 to help businesses, nonprofits, and individuals contribute to researched and approved environmental organizations. Happy Earth Day!

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Much to gain for SAP with Bob Stutz Joining their CRM Team

Forrester's Customer Insights

Siebel was a powerhouse in its time, peaking at 45% market share in 2002. Bob Stutz and CRM have always been synonymous. Stutz started his CRM career at Siebel, in 1998, in the early days of IT-driven, on-premise CRM. Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […]. age of the customer customer relationship management (CRM) CRM; CX

Continued Convergence Of Analytics Products And Services

Forrester's Customer Insights

IBM led the trend when it acquired PwC Consulting in 2002. I’ve been watching this trend with great curiosity (and first wrote about it in 2008). On the one hand, software product vendors are slowly but surely migrating from just selling products to selling solutions — and solutions always require professional services. For the last few […]. advanced analytics analytics applications big data IT consulting

Why Good Customer Experience Starts With Your Internal Culture

Customer Bliss

She joined Citi in 2002 and held a number of portfolio management, marketing, and customer engagement positions. How does the diversity of your team affect their output and synergy?

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline.

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline.

Developing Surveys to Boost Customer Retention Through Actionable Data


Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. .

7 Ways to Deliver Awesome Customer Service


According to the 2002 Mobius Poll, 84% of customers are frustrated when a representative does not have immediate access to their account information. How can some companies get customer service so wrong?!

Secrets Revealed: This is How You Get Growth!

Beyond Philosophy

Since 2002, Beyond Philosophy has focused on growth driven by an improved Customer Experience. This is The New Imperative for 2020. Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade.

Is Any Attention Good Attention?

Beyond Philosophy

We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was. Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.”

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The Future Today! Personalization 2.0

Beyond Philosophy

And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. We live in the data age. Data is collected about our personal behavior everywhere.

What Do The Financial Times, ROI, and CX Have In Common?

Beyond Philosophy

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was).

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

I founded Beyond Philosophy in the UK back in 2002. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002.

ICYMM: Communities Are What You Need – Trust Me!

Esteban Kolsky

We moved from an average of 12 communities participation per person in 2002 (just 4 online) to 48 communities participation per person (26 online). ICYMM: In Case You Missed Me - things with me or about me elsewhere in the internetz.

What a Customer First Strategy Is (And what it’s not!)


OK, so I’m not talking about the 2002 Minority Report. Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post.

Serving The Customer Of The Future


I was born in 1995 and got my first PC in 2002 with Windows 95 on it. I’ve been browsing the web since then. As a [close] representative of the notorious Gen Z, which now controls $45 billion in annual spending , I’ve seen cardinal changes happening in the financial services industry.

Introducing The Age of Intelligent Automation


When we first started Bizagi in 2002, we described our software as a process automation solution. Very often however, potential customers would say, “We trust our people, so we don’t want to automate our processes.”

How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™.

Was a Gender-Neutral Doll the Right Move for Mattel?

Chadwick Martin Bailey

It was 2002. Did I ever tell you about my dissertation…? Wait, don’t go! I promise it’s interesting. My advisor and I had been studying gender stereotypes, which we found were still depressingly pervasive. Then, for my dissertation, I examined reactions to men and women who broke the mold.

Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. 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.

LoyaltyPlus’ refined AgriBonus helps SA’s agriculture flourish


AgriBonus became fully self-sustainable in 2002 and generated an annual profit from 2004. LoyaltyPlus’ refined AgriBonus helps SA’s agriculture flourish. . Groundbreaking revenue generating programme, first introduced in 1998, has adapted to local market conditions to ensure 20 years of business-building benefit to commercial farmers.

How to Claim Your Dealership or Automotive Business on DealerRater


Founded in 2002, automotive website DealerRater is one of the leading car dealership review websites today, helping dealers create connections, inspire trust among automotive buyers, and sell more cars. Why Claim Your Business on DealerRater?

Fullers Doric Arch – Customer Experience Review


According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. What they/we expect from a pub is on the whole different in 2014 to 2002. The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many.

The Age of AI & the Customer

Michelli Experience

With real-time insights that come from big data, artificial intelligence, and machine learning, companies are driving customer value in something author Patricia Seybold described back in 2002 as dynamic effectiveness. Redesigning Process Improvement in the Age of AI & the Customer.

11 Companies That Outsource Sales and Why Should You Too

Magellan Solutions

It was founded in 2002 in California, where its headquarters are located to this day. Outsourcing lends a much-needed helping hand, especially during volatile economic times. Companies that outsource sales have shown resilience because of it.

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Surveys Don't Sell!

CX Journey

The article is based on research that was summarized in an HBR article in May 2002. Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools?

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How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT).

How We Reinvented Our Own CX


Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). How We Reinvented Our Own CX.

The Differences Between B2B and B2C Customer Journey Mapping


Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions.

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Troublesome Trends & Predictions for 2018

Beyond Philosophy

Having worked in Customer Experience since 2002, I may be too much of a purist. I am apprehensive about my industry. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience.

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7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.

Be Passionate About Your Customers and They Will Never Leave – CX Lessons by Ms. Shweta Jha, Quality and Customer Experience Manager, Ferns N Petals

Customer Guru

I started my career with Convergys in 2002 as a Customer Service Representative. At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.

Your energy and your rights – what you should know

Helen Dewdney

There have been many reports over the last few years regarding poor practice in the energy market, such as mis-sellling, putting people on the wrong tariffs and over charging.

Advancing Service Together: The Event for Leaders in Customer Care, Service & Support

CSM Magazine

Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI.

How to Perform an Effective Performance Review


This was in 2002, during his tenure as the drugmaker’s head of global human resources. If there’s anybody that should be given extra care, then its your employees.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too.

Revealed: 7 Essential Elements For Your Omnichannel Strategy

Beyond Philosophy

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan.

We All Hate Losing – Here’s Why

Beyond Philosophy

As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses. Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”.

Companies That Outsource Payroll And Other Admin Tasks

Magellan Solutions

In 2002, the financial giant signed a 10-year contract worth $700 million with a human resources outsourcing company.