Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. It can seem daunting, but you of all people should know small rituals can lead to large results. Blogs for Product Managers.

Resources 80

Resources Management Conference Groups 80

Beyond Philosophy

JULY 13, 2023

Customer Science Can Help You might recall that I have talked about how Customer Experience is retreating as a wave of change and becoming part of business as usual. This recession of Customer Experience as a new thing makes way for the next new thing: Customer Science. Behavioral science can help here.

How To 143

How To Competitive Advantage System Social Media 143

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Pre-chat surveys Personalized service examples don’t have to be rocket science. Providing personal and genuine support to our students is really important to us.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar? Almost Perfect.

Retail 161

Retail Online Experience Interaction Case Study 161

Clarivate

MARCH 17, 2022

In this blog post, we put a spotlight on those focusing on the first two Sustainable Development Goals, No Poverty and Zero Hunger. The 2021 list identifies about 3,800 Highly Cited Researchers in the 21 fields of the sciences and social sciences, and about 2,800 Highly Cited Researchers with multiple fields. SDG 1: No Poverty.

Analysis 98

Analysis eBook Study System 98

Customer Bliss

NOVEMBER 18, 2020

We focus on speed and accuracy of service with yardsticks hardwired to the science of the business. The famous poet Maya Angelou wrote, “People will forget what you said and what you did, but people will never forget how you made them feel.” We even have metrics that calculate the arithmetic of effort.

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. How can we take this out of the realm of science fiction and into reality? Myth #5: AI is some super new science that I’ll never understand and use.

Customer Experience 86

Customer Experience Telecommunications Fashion Technology 86

Bob Hayes

DECEMBER 17, 2017

I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Data Science Skills Do you Need in a Big Data World?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Gainsight Elements: The Science of Customer Success. Click here to read the blog. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Let’s break it down a bit more, starting by defining science.

Net Promoter Score 139

Net Promoter Score Customers Data Effort Score 139

Bob Hayes

DECEMBER 17, 2017

I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Data Science Skills Do you Need in a Big Data World?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Beyond Philosophy

AUGUST 19, 2021

What is Customer Science? Ryan’s Picks: 5 Rules for Ensuring Behavioral Science Works for Your Business. Apple achieves this “part-of-the-club” feeling by using Behavioral Science. 5 Rules for Ensuring Behavioral Science Works for Your Business. Are You Using This Valuable Marketing Tool for Growth?

Resources 104

Resources Customer Experience Customers Technology 104

Beyond Philosophy

JANUARY 12, 2023

He says organizations will move to explore how people think about experiences. People will go back to movies, back to theme parks, and back to travel. Worse, some people in the UK choose between heating or eating because the prices are so bad. So for me, Customer Experience is going to tip toward Customer Science.

Conference 78

Conference Travel Customer Satisfaction Effort Score 78

CX Accelerator

MARCH 14, 2019

The assessment is based on the science of Myers-Briggs, and it attempts to predict how a person will behave based on their responses. This personality fits the description of what we'd expect in a CX professional.caring, empathetic, loves people, and is eager to help. These three types alone represent half of our overall population!

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment.

Metrics 76

Metrics Net Promoter Score Data NPS 76

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. Back To CX Accelerator Blog

Software 243

Software Culture Customers Customer Experience Professionals 243

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. What’s driving people?

How To 147

How To Contact Center Hotels Social Media 147

GetFeedback

NOVEMBER 7, 2019

It’s simple science—we’re immediately and overwhelmingly influenced by color and form. Looking at audience engagement with images gives great insight into which products people find most appealing and which ones they gloss over. For brands, having interesting and compelling product visuals makes it more likely people will share them.

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

Beyond Philosophy

FEBRUARY 15, 2021

Behavioral Science is a growing field in business. is a behavioral scientist who received her doctorate in Behavioral Science and marketing at Harvard Business School. received her doctorate in marketing and behavioral science at Stanford University, taught at the University of Hawaii, and worked at Apple as a data scientist.

Financial 89

Financial Case Study Consulting Customer Satisfaction 89

ShepHyken

JUNE 30, 2017

If we define AI, it is the science behind technologies that has the ability to act like human beings based on the data captured which might include behaviour pattern of the different set of audience, huge knowledge pool, and the competence to solve different problems.

Government 89

Government Technology Trends Social Media 89

Beyond Philosophy

JULY 29, 2021

I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. So, today I want to talk about ensuring that your implementations of the behavioral sciences works for your business and the five rules that will help you do that. Get granular. ?

Customer Experience Design 89

Customer Experience Design Exercises Measurement Tools 89

Beyond Philosophy

MAY 25, 2023

To be clear, we don’t have all the answers using the behavioral sciences. A Simplified Journey Map To demonstrate how we would apply behavioral science concepts to a customer Journey Map, we made up a simplified journey map for booking a hotel for a vacation. Also, how many people are involved?

Customer Journeys 78

Customer Journeys Hotels Travel System 78

Beyond Philosophy

JANUARY 23, 2021

They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. ” Part of the reason this situation is reality is that Behavioral Science is complicated. 12:08 Ryan introduces the ideas about boundaries to science using Newtonian Gravity as an example.

Customer Experience 89

Customer Experience Consulting Financial Customers 89

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Philips is a health technology company focused on improving people’s lives through meaningful innovation. The data science team expected an AI-based automated image annotation workflow to speed up a time-consuming labeling process.

Healthcare 90

Healthcare Government Innovation Training 90

NICE inContact

AUGUST 12, 2019

With people representing 67% of the cost of a typical contact center, “right” staffing also has a direct impact on operational metrics like labor cost, as you seek the perfect balance of meeting customer demand while avoiding over- or understaffing. This blog is Part One of a two-part series that aims to demystify these four components.

Contact Center 149

Contact Center Management Employee Engagement Call Center 149

Beyond Philosophy

JANUARY 5, 2021

Much has been thrown at people this year, often compounding tragedy upon difficulty, and many are still recovering. However, we also see that people roll with things; we adjust and make the best of what we can. Sure, there are also examples of people not coping well with these things, too, but on the whole, it’s been affirming.

Exercises 89

Exercises Consulting Government Call Center 89

Horizon CX

MARCH 19, 2022

Artificial Intelligence (AI) is a contemporary buzzword among industries, but in fact, the term has been around for many years, most commonly rising during the mid-fifties from within the sphere of science fiction—think robots! As a CX professional, one might have hoped that was science fiction, but it’s unfortunately not.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Beyond Philosophy

JANUARY 27, 2022

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. I don’t want to scare people.

CRM 78

CRM Net Promoter Score Customer Satisfaction Consulting 78

CX Journey

OCTOBER 24, 2018

People tend to remember how your site makes them feel over the specific elements of the site. Show That You Care Seventy-nine percent of people want to know that a brand cares before they buy something. Interact with Your Customers Most people are on at least one social media platform. How can you turn that into a promise?

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

NICE inContact

AUGUST 12, 2019

With people representing 67% of the cost of a typical contact center, “right” staffing also has a direct impact on operational metrics like labor cost, as you seek the perfect balance of meeting customer demand while avoiding over- or understaffing. This blog is Part One of a two-part series that aims to demystify these four components.

Contact Center 136

Contact Center Management Employee Engagement Call Center 136

ShepHyken

SEPTEMBER 29, 2017

Make it easy for team members to share ideas and success stories with the people responsible for the experience. The post Guest Blog: The Science of Business appeared first on Shep Hyken. Optimize your interactions and you’ll optimize your customer’s experience. STEP #4: Improve the experience outcomes.

Measurement 54

Measurement Interaction Customer Experience Culture 54

GetFeedback

JANUARY 21, 2020

Artificial Intelligence has already been making an impression on the business industry with data collection for marketing and changing how people interreact with IT. The right data selection combined with advanced data science can make for a massive improvement in customer experience. Artificial Intelligence in self-service.

How To 195

How To Self Service Chatbots e-support 195

Beyond Philosophy

DECEMBER 30, 2021

People want positive experiences, so it’s up to businesses that want them as customers to provide them. Understanding how the customer behaves digitally by combining the power of artificial intelligence (AI), data, and behavioral science is imperative to turn this around. Many people blame this on COVID.

Customer Satisfaction 78

Customer Satisfaction Return on Investment Consulting Customer Relationship Management 78

Seaton CX

JUNE 28, 2023

But most people haven’t thought past using it to generate blog articles and improve chatbots. Imagine a contact center that supports the caregivers of people with a chronic disease. This isn’t science fiction—it’s happening now. It can write emails, create graphics, and even compose music. That’s a win for everyone.

Contact Center 87

Contact Center Training Chatbots Technology 87

Beyond Philosophy

SEPTEMBER 2, 2021

We’ve begun a new feature on the podcast where people write in about their problems. Since email response is an issue many of you are dealing with, I thought I would share how you can use the behavioral sciences to increase your response rates. You want people to do something after they read it.

Banking 78

Banking Examples Communication Study 78

Beyond Philosophy

OCTOBER 28, 2021

First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. However, Pine says distinctive experiences are about time well spent, and people value their time there. Another answer for saving Customer Experience is embracing the latest iteration, Customer Science.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

Beyond Philosophy

OCTOBER 20, 2022

This week, we dive a little deeper into this concept and explore how emotions affect the insights we get from Customer Science. Customer Science is a relatively new development in the area of customer strategy. If people build AI systems and miss this, they can have problems. We know that emotions drive customer behavior.

Self Service 78

Self Service Contact Center Banking System 78