Gainsight

MARCH 1, 2024

Nabeeda Bakali-Abrar Customer Success Manager, Linkedin Years in CS: I have been in customer success for around four years, and as soon as I joined the CS community, I felt right at home. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. What’s changed: How widespread CS has become.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Beyond Philosophy

JANUARY 22, 2022

The last big thing, Customer Relationship Management (CRM), was old news. 13:27 Colin reads some articles for 2002 regarding CRM, when experiences were becoming a new focus and compares it to what is happening with Customer Experience today. After all, everyone had one at that point. Follow Colin on LinkedIn and Twitter.

CRM 78

CRM Customer Satisfaction Consulting Customer Relationship Management 78

Customer Bliss

OCTOBER 3, 2019

In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. Citi Retail Services forms an integrated and close relationship with brands that are carefully managed and curated. What Do You Know Now That You Wish You Knew Then? .

Culture 147

Culture Customer Experience Retail Resources 147

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. So, I told them.

ROI 83

ROI Financial Consulting Social Media 83

Customer Guru

FEBRUARY 13, 2018

Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. I started my career with Convergys in 2002 as a Customer Service Representative. Could you please describe the closed-loop feedback management process followed by Ferns N Petals currently? Shweta Jha.

Customer Experience Management 93

Customer Experience Management Customer Experience Management Customer Centricity 93

Kerry Bodine

APRIL 30, 2019

Middle management and frontline staff got it, too. 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. And it was dead simple to understand.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Kerry Bodine

APRIL 30, 2019

Middle management and frontline staff got it, too. 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. And it was dead simple to understand.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Beyond Philosophy

SEPTEMBER 17, 2020

Back in 2002, I spoke with Ian McAllister, former Chairman and Managing Director of Ford Motor Company, Ltd., in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Managing customer perception of your aesthetics is essential. Moreover, this effect was harder to change by suggestion. .

Fashion 164

Fashion Financial Study Report 164

Beyond Philosophy

DECEMBER 19, 2017

Is it that Customer Experience teams in the UK (and the senior management who support them) don’t care about Customer Experience other than talking about it? I founded Beyond Philosophy in the UK back in 2002. My first work as a customer experience consultant was there. However, we have since moved the company operations to the U.S

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

BirdEye

MAY 4, 2022

As one of the most popular review sites in the industry, they boast a 34 million-per-month consumer exposure with about 7 million consumer reviews from 2002 to 2022. Once you’ve created a profile on DealerRater, you can choose a package to help you get more reviews and manage the reviews you get through a number of exclusive features.

Automotive 105

Automotive Industry Advertising Connections 105

Clarivate

SEPTEMBER 21, 2022

Each year since 2002, ISI analysts have drawn on Web of Science publication and citation data to identify influential researchers in the research areas recognized by Nobel Prizes: Physiology or Medicine, Physics, Chemistry and Economics. Identifying the giants of research. 01%) have been cited 2,000 or more times.

Conference 111

Conference Study Analysis Course 111

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). Follow Colin on LinkedIn and Twitter.

Customer Satisfaction 78

Customer Satisfaction Consulting Financial Customer Experience 78

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. His research focuses on customer satisfaction, customer experience, measurement, and management. Guess what? It’s at an all-time low for the last 17 years. So, how can this be?

Customer Satisfaction 89

Customer Satisfaction Effort Score Competitive Advantage Self Service 89

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. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Customer Experience 78

Customer Experience Consulting Conference ROI 78

Beyond Philosophy

JULY 13, 2021

Unfortunately, after the trampoline arrived, the installation did not go smoothly, and my cohost’s friends spent the next few weeks managing a series of problems with it. ” In my mind, the delivery was Apple’s to manage, not mine. Managing the Customer’s Expectations about Outsourced Experience is Critical.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

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. When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? How much time do senior and middle managers spend talking to customers?

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

GlowTouch

JULY 27, 2021

Newest member ranked alongside the industry’s most innovative and well-established customer experience management solution providers LOUISVILLE, Ky., Our company has a mission to be the customer experience management (CXM) provider of choice for companies that want to acquire and engage customers across all channels.

Contact Center 59

Contact Center Groups Customer Experience Management Innovation 59

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Many senior managers believe that we’ve given Customer Experience a fair crack of the whip. . Then, senior management cannot justify the focus that they’re putting on Customer Experience as a result. .

Customer Experience 153

Customer Experience Effort Score Consulting Customer Experience Professionals 153

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). This was voted on by clients and peers, we couldn’t be more honored or proud.

Consulting 110

Consulting Financial How To Return on Investment 110

GlowTouch

OCTOBER 27, 2021

. “A salute is a gesture of respect and acknowledgment, and we want to provide a measure of both with this program,” said Keshia Swan, Corporate Social Responsibility and Impact Sourcing Manager. About GlowTouch GlowTouch is a privately held and WBENC-certified, woman-owned enterprise, founded in 2002.

Contact Center 52

Contact Center Omni-Channel Connections Groups 52

GlowTouch

JULY 27, 2020

Jon has more than 20 years of experience in the outsourcing industry, having held roles ranging from sales management to client services and solution architecture. Founded in 2002, its 1,800 employees deliver operational excellence with high-touch engagement. A certified Woman-Owned Business and six-time Inc.

Technology 52

Technology Contact Center Sales Industry 52

GlowTouch

OCTOBER 21, 2020

One area of immediate focus is to establish and manage the expansion of nearshore operations in Latin America. Founded in 2002, its 1,800 employees deliver operational excellence with high-touch engagement. In addition to building a LATAM presence, she will also lead several functional areas including global Human Resources.”.

Leadership 52

Leadership Contact Center Technology Resources 52

LoyaltyPlus

MAY 30, 2018

The LoyaltyPlus management team was responsible for the full design of the programme and the implementation onto their management platform. The LoyaltyPlus management team was also instrumental in the partner negotiations and the establishment of a redemption centre.

CRM 72

CRM Software Government Loyalty 72

Beyond Philosophy

APRIL 20, 2023

Moreover, I wanted to be a manager and saw no path to that future in the photocopier business. So, I quit that job and moved to an engineering-based company with plans to become a sales manager with a sales team. Needless to say, I didn’t make manager at the engineering firm, either.)

Conference 78

Conference Consulting Sales Culture 78

GlowTouch

AUGUST 19, 2019

Since 2002, we have been experts in technical support for several global brands. We provide personalized outsourcing solutions including multichannel customer-life support, back office processing, application development, and network operations center (NOC) management. About GlowTouch.

Return on Investment 40

Return on Investment Contact Center Omni-Channel Industry 40

Forrester's Customer Insights

SEPTEMBER 22, 2021

In 2002, after the Sarbanes-Oxley Act intended to protect investors from fraudulent accounting activities by corporations, vendors turned GRC technologies into a Maslow’s hammer of checkboxes, where every nail of risk […].

Technology 26

Technology Government Management Customers 26

GlowTouch

AUGUST 20, 2021

An independent assessment of overall provider capabilities focused on its Top Customer References and top area of provided service in Customer Relationship Management. ” About GlowTouch GlowTouch is a privately held and WBENC-certified, woman-owned enterprise, founded in 2002.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 52

GlowTouch

AUGUST 6, 2019

In 2002, the family established a state-of-the-art development center in Mangalore for GlowTouch, a leading provider of contact center, business processing, and technology outsourcing solutions. At that time, it was managed by Rohini Amma, a devotee of Shri Guru Raghavendra Swamiji, and Ms. Amma made a wish to the Ravichandran family.

Contact Center 40

Contact Center Return on Investment Omni-Channel Financial 40

Helen Dewdney

APRIL 21, 2023

If it was not your fault, you would need to use your “Uninsured Loss Recovery” (ULR), more commonly known as “legal assistance” or a claims / accident management company. It is an “un-insured” loss, hence the need for legal cover OR the use of a solicitor or claims management company.

Insurance 92

Insurance Automotive Consumers Financial 92

Ecrion

FEBRUARY 24, 2020

This is definitely Customer Communication Management and creating the service contract is Document Automation. Software providers offer similar form-to-document functionality under all four monikers: Customer Experience Management (CXM), Digital Experience Platform (DXP), Customer Communication Management (CCM), and Document Automation (DA).

Self Service 52

Self Service Customer Experience Multi-Channel Communication 52

Beyond Philosophy

JANUARY 16, 2018

These included getting C-level executive, customer-facing employee, and middle manager buy-in. 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. The author had several suggestions for building customer-centricity.

Culture 83

Culture Company Customer Centricity Travel 83

GlowTouch

FEBRUARY 18, 2022

Honorees provide the full spectrum of outsourcing services, from technology and contact center services to real estate, capital asset management, and logistics. “As As outsourcing has grown, the role of the agent has evolved beyond issue resolution,” said Tammy Weinstein, GlowTouch VP for Marketing and Analyst Relations.

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). It helps us manage relationships smarter. How We Reinvented Our Own CX. Clients rave about the business results we help them achieve with CX and story.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

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). Back when I started Beyond Philosophy, Customer Experience was not a thing yet.

Customer Satisfaction 78

Customer Satisfaction Return on Investment Consulting Customer Relationship Management 78

Storyminers

FEBRUARY 17, 2021

instead of traditional hierarchical management, with the board telling management what to say, management telling mid-management and so forth, we can find a representative in the group we want to reach. I think it’s less about what we tell them, and more about the stories they tell their friends and colleagues.

Groups 147

Groups Government Travel Tools 147

AWS Machine Learning

OCTOBER 6, 2023

One such component is a feature store, a tool that stores, shares, and manages features for machine learning (ML) models. Amazon SageMaker Feature Store is a fully managed repository designed specifically for storing, sharing, and managing ML model features.

System 114

System Data Travel Tools 114

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. Despite senior managers supporting improvements in Customer Experience, in theory, the reality is they don’t. I am apprehensive about my industry. My concerns only grow as we roll into 2018.

Trends 125

Trends eBook System Conference 125