GlowTouch

JUNE 21, 2021

We were an early adopter in live chat, initiating the channel in 2002. Pro-active chat picks up where bots end; studies show that consumers would rather interact with live agents than with automated chat programs. We have developed a thorough means of understanding the Voice of the Client, using CSAT and DSAT analysis plus other tools.

Customer Care 52

Customer Care Self Service First Call Resolution Social Media 52

Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

Customer Satisfaction 78

Customer Satisfaction Consulting Financial Customer Experience 78

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving.

Customer Experience 78

Customer Experience Consulting Conference ROI 78

Customer Bliss

OCTOBER 3, 2019

Prior to joining Citi, Leslie held positions with CoreStates Financial Corp, Mellon Bank, Qwest Interactive, and Proctor & Gamble. She joined Citi in 2002 and held a number of portfolio management, marketing, and customer engagement positions. ” About Leslie McNamara.

Culture 147

Culture Customer Experience Retail Resources 147

Optimove

JUNE 22, 2023

As customers walk around a store, beacons have the capability to deliver interactive experiences straight to customer smartphones: so when a customer is in-store browsing a new range of cosmetics, for example, the trigger action could be an SMS with a link to a product demo video, along with a buy-one-get-second-half-price offer.

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. Too often, the top team doesn’t interact with customers. When senior management never interacts with customers, it shows that they don’t prioritize customers at their level. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Beyond Philosophy

DECEMBER 11, 2020

I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

Ecrion

FEBRUARY 24, 2020

This interaction is certainly part of my Customer Experience with them. Scalable rendering of communications in batch, on-demand or interactively. Employ a 360-degree view of customer interactions. Create and distribute interactive communications. Interactive data presentation and data capture from any device.

Self Service 52

Self Service Customer Experience Multi-Channel Omni-Channel 52

GlowTouch

FEBRUARY 18, 2022

Those interactions can often define the quality of a consumer’s experience with a particular company.” About GlowTouch GlowTouch is a privately held and WBENC-certified, woman-owned enterprise, founded in 2002.

Contact Center 52

Contact Center Effort Score Social Media Knowledge Base 52

Storyminers

MARCH 26, 2018

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. Clients rave about the business results we help them achieve with CX and story. So, we opened up a project file and got to work!

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. When students are more comfortable with online interactions than in-person ones, bringing higher ed live chat to colleges and universities is the only way to meet students on their terms.

Effort Score 216

Effort Score Wait Times Video Communication 216

Beyond Philosophy

OCTOBER 12, 2016

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. You can also join one of our live, online, interactive training courses. I am making jokes, but to be honest, I am a fan of personalization.

Consulting 60

Consulting Innovation Training Customer Experience 60

Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” ” He meant that no employee did only one thing, like be an engineer or a sales associate.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

Daniel Group

SEPTEMBER 16, 2020

In your personal buying, do you often experience humor in your interaction with providers? A 2002 study conducted in Sweden confirmed that when individuals were shown images of smiling faces, the test subjects tended to smile as well. If the customer with which you are interacting is upset, it is not the best time to use humor.

Customer Experience 98

Customer Experience Customers Meeting Groups 98

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). People have responded, and it has been rewarding and interactive to solve their business “pickles.”

Customer Satisfaction 78

Customer Satisfaction Return on Investment Consulting Customer Relationship Management 78

GlowTouch

JULY 10, 2020

The reality is that live chat sessions offer many advantages that phone interactions cannot provide. They may feel more comfortable interacting with an agent in real-time conversation when clarity of communication is needed. On the other hand, many consumers prefer to limit the extent of their interaction with company representatives.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

GlowTouch

DECEMBER 10, 2020

Which leads directly to the next consideration: Predictive analytics and machine learning: every interaction between a customer and a service agent contains numerous data points, whether this involves chat transcripts, phone call recordings, the questions or issues that are raised, and so forth. Why does this matter? About GlowTouch.

Trends 52

Trends Customer Service Self Service Contact Center 52

SaleMove

MAY 26, 2020

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.

Social Media 52

Social Media Self Service Banking Conference 52

GlowTouch

SEPTEMBER 22, 2020

But treating each interaction as the most vital of the day dramatically reduces the number of unhappy customers. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. Keep Raising the Bar. A 100% CSAT is likely beyond reach; perfection is a tough standard to meet.

Return on Investment 52

Return on Investment Omni-Channel Contact Center Touchpoint 52

Beyond Philosophy

SEPTEMBER 19, 2019

Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. . I have been consulting on Customer Experience since 2002. Causon says she recognizes as a consumer she has times when she needs to have that human interaction and that degree of empathy and understanding.

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Make Every Interaction Epic! And how can you incorporate them? Let’s talk about it.

Retail 52

Retail Strategy Customer Experience Sports 52

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Make Every Interaction Epic! And how can you incorporate them? Let’s talk about it.

Retail 52

Retail Strategy Customer Experience Sports 52

GlowTouch

APRIL 28, 2020

More Face-to-Face Interactions. It’s no secret that the vast majority of customers seeking help from a company appreciate it when there’s a “personal touch” to the interaction. Already an estimated 85% of customer interactions can be managed without human assistance. More Advanced Self-Service Options.

Trends 52

Trends Self Service Social Media Call Center 52

CSM Magazine

MARCH 16, 2016

Experience tons of sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs. Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. That’s Field Service. You’ll never forget the four days you spend here.

Customer Care 40

Customer Care ROI Innovation Meeting 40

Beyond Philosophy

AUGUST 10, 2016

Some interesting facts about Telecom consumers in the countries that make up the Asia-Pacific region revealed in the survey include: From India: Most people, (86%) want to use digital channels to interact with online businesses (like Amazon.com). Also, in the Philippines, many of the preferences for digital interaction were higher.

Self Service 60

Self Service Wireless Consumers Consulting 60

Customer Guru

FEBRUARY 13, 2018

I started my career with Convergys in 2002 as a Customer Service Representative. I was genuinely fond of meeting and interacting with people, so the aviation industry was a perfect fit for me. Please give us a short introduction into your journey to becoming a CX professional.

Customer Experience Management 93

Customer Experience Management Customer Experience Management Customer Centricity 93

AWS Machine Learning

OCTOBER 6, 2023

The underlying principle of these approaches involves the construction of prompts that encapsulate the recommendation task, user profiles, item attributes, and user-item interactions. These task-specific prompts are then fed into the LLM, which is tasked with predicting the likelihood of interaction between a particular user and item.

System 118

System Data Travel Tools 118

GlowTouch

JULY 13, 2020

Customer support issues not resolved on first interaction have a direct correlation to lower customer satisfaction results. Finally, you can eliminate a lot of the friction from agent-customer interactions by investing in innovative CRM software. Several years ago, a company called Bell Canada met this challenge. About GlowTouch.

First Call Resolution 52

First Call Resolution Analysis Return on Investment Social Media 52

GlowTouch

NOVEMBER 6, 2020

Treat every customer interaction as though it’s the first communication with that customer. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. Even more, this is the case during the holiday shopping season, when people are rushed and often tense. About GlowTouch.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GlowTouch

JUNE 12, 2020

Technology boosts productivity by saving time spent on repetitive tasks and also coordinating the interactions on several platforms. Mutually stimulating interactions between you and your agents can inspire better interactions between agents and customers. Be empathetic in your interactions and open your mind to new problems.

Social Media 52

Social Media Omni-Channel Return on Investment Training 52

COPC

MARCH 24, 2020

virtual training courses are offered in five languages and provide students with live interactions, including one-on-ones with instructors, as well as group discussions and case work. has been advising VMOs since 2002, helping clients maximize the value they gain from their outsourced service providers (OSPs).

Consulting 40

Consulting Training Call Center Travel 40

Kerry Bodine

APRIL 30, 2019

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. Yes, yes, social networks existed long before YouTube, Twitter, and Facebook.

Net Promoter Score 47

Net Promoter Score Customer Experience Social Media NPS 47

GlowTouch

JUNE 26, 2020

Your customer support team isn’t just the face of the business, but they are interacting with and serving the needs of customers on a daily basis. After all, your customer support team is the one mostly interacting with your customers, which means their voice matters. Listen to your Team. About GlowTouch.

Return on Investment 52

Return on Investment Customers Meeting Feedback 52

Beyond Philosophy

MARCH 29, 2017

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. We define Customer Experience as: A Customer Experience (CX) is a Customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization.

Omni-Channel 60

Omni-Channel Strategy Hotels Consulting 60

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. His interactive style and down-to-earth attitude engages audiences with humor and practical examples. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases. ” We discussed marketing efforts in our latest podcast.

Conference 111

Conference Sales Entertainment Groups 111

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. There are many reasons for it, and you are responsible for a lot of them. Beyond Philosophy can help.

Consulting 120

Consulting Brands Airlines Examples 120

Oracle

MARCH 14, 2019

While mannequins allow consumers to visualize outfits, there are other types of merchandising methods radically transforming how customers shop, making it an interactive experience. Entertainment. “Retailtainment” has ties all the way back to the creation of window displays during the rise of department-store shopping. .

Customer Experience 69

Customer Experience Retail Consumers Entertainment 69