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.

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

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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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.

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?

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

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).

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.

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.”

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.

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.

What Men Want: African-American Men on Love, Dating and Marriage

QuestionPro Audience

When it comes to Black men, though, the results are closer to the 2002 film Undercover Brother, wherein the protagonist, played by Eddie Griffin, becomes a hero to his colleagues (including the paranoid David Chappelle character) for being in a relationship with a White woman.

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

C3Centricity

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.

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.

Introducing The Age of Intelligent Automation

Bizagi

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™.

How to Claim Your Dealership or Automotive Business on DealerRater

ReviewTrackers

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?

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).

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.

Fullers Doric Arch – Customer Experience Review

ijgolding

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.

How We Reinvented Our Own CX

Storyminers

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.

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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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.

LoyaltyPlus’ refined AgriBonus helps SA’s agriculture flourish

LoyaltyPlus

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 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.

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.

Fast academic research: Putting insights to work at Griffith University

Qualtrics

When Qualtrics launched in 2002 the platform was predominantly used for academic research. The platform transformed the research process with advanced functionalities and analytics enabling academics to carry out sophisticated research that had previously been too complex.

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.”.

Trade In Old Thinking For New

Beyond Philosophy

Since 2002, I have worked with all types of industries. Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines?

Too Big To Care? Why Mega-Mergers Threaten Us

Beyond Philosophy

I founded my global Customer Experience consultancy in 2002. How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out.

Any Press Is Good Press, Right?

Beyond Philosophy

When I started Beyond Philosophy back in 2002, nobody knew us. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.”

Learn What The Customers Expect – Shweta Jha, Manager Of Customer Experience, Training & Quality, Ferns N Petals

Customer Guru

I started my career with Convergys in 2002 as a Customer Service Representative. Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience.

Totango Wins Silver Stevie Awards for Leadership and Innovation in Customer Success Technology; Totango Named Finalist for SIIA CODiE Awards

Totango

Created in 2002, the awards honor and generate public recognition of the achievements and positive contributions of organizations and working professionals worldwide.

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise.

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Performing on Payment Experience in Healthcare

North Highland

billion in 2002 dollars using U.S. Today’s typical healthcare billing experience is confusing and frustrating. For many, challenges with healthcare billing are so common that these issues begin to feel like just another part of going to the doctor’s office.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

In part, he authors built on ambassadorial ideas expressed in two editions of The Customer Comes Second (1992 and 2002), by Hal Rosenbluth and Diane Peters. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Uncovering CX in China: They’re Ready, Are You?

Beyond Philosophy

I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions.