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Watch Out! We Are in Danger of Repeating the Same Mistakes We Did Last Year!

Beyond Philosophy

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. Now, in 2022, I see the next big thing: Customer Science. Complete this short survey.

CRM 78
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GlowTouch Recognized for Excellence

GlowTouch

The Association made the announcement based on how GlowTouch helped a long-time client increase market share, per-customer revenue, and customer retention rates. An independent assessment of overall provider capabilities focused on its Top Customer References and top area of provided service in Customer Relationship Management.

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Top 20 Customer Service Experts to Follow on Twitter Right Now

Comm100

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

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Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. Customer experience is declining as a driver of change. . Back when I started Beyond Philosophy, Customer Experience was not a thing yet.

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Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last Year

Beyond Philosophy

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. We had a problem 20 years ago, too.

CRM 78
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7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”. Are you sure?

CEM 60
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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 […].

CRM 29