Beyond Philosophy

DECEMBER 15, 2021

For Nissan’s Hussein Dajani , General Manager, Digital and CX Transformation, this wasn’t hard to imagine since he lived it for the past 18 months. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. No one is really driving them around, either.

ROI 78

ROI 2022 Consulting Events 78

InMoment XI

DECEMBER 1, 2022

Despite increased investment, experience management programs have plateaued. Because experiences don’t need to be managed or measured , they need to be improved. approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. Industry Dominance.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

Second to None

MARCH 29, 2019

Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine. 3] [link].

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

InMoment XI

FEBRUARY 12, 2024

On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management. Here are some common customer experience KPIs and metrics to measure the ROI of Integrated CX. How Does Integrated Customer Experience Work?

NPS 260

NPS Net Promoter Score Effort Score ROI 260

SurveySensum

MARCH 20, 2024

Well, Customer Experience Management is the solution! Let’s start by understanding what exactly is a Customer Experience Management Software. What is a Customer Experience Management Software? Let’s now explore the top Customer Experience Management software companies to find the right match for you!

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Stella Connect

DECEMBER 9, 2021

Colin’s company, Beyond Philosophy LLC, has been selected by the Financial Times as one of the best management consultancies for the last two years. Why Memory is the #1 Way to Drive Customer Service ROI in 2022. The post Guest Post: The #1 Way to Drive Customer Service ROI in 2022 appeared first on Stella Connect.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

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.

ROI 83

ROI Financial 2002 Consulting 83

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI 2007 2018 2019 54

Beyond Philosophy

AUGUST 21, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post 5 Rules to Guarantee a Return on Investment (ROI) appeared first on CX Consulting. Follow Colin on Linkedin and Twitter. Click here to learn more. How can we help?

Return on Investment 78

Return on Investment ROI Consulting Measurement 78

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 48

ROI 2007 2018 2019 48

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). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. Remember that consultants are the first to go in a recession.

Consulting 60

Consulting Financial 2002 Return on Investment 60

inQuba

MAY 23, 2022

Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. To measure ROI and the impact of strategies, and fine-tune to further optimize. Is Journey Management really important?

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. Value chain thinking is extremely valuable in customer experience management.

ROI 48

ROI B2B Metrics Culture 48

Forrester's Customer Insights

FEBRUARY 26, 2020

I recently cohosted the webinar How To Prove The ROI Of CX with Ben Brown, a senior consultant from Forrester’s Total Economic Impact™ (TEI) team. Ben creates ROI models for a living, so he was the perfect partner in crime for this webinar.

ROI 52

ROI Measurement Webinar Consulting 52

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way.

ROI 119

ROI 2014 CEM Webinar 119

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. When it’s hard to close this gap, then manage expectations better.

Leadership 62

Leadership ROI 2006 2024 62

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. A faster way to achieve ROI is to engage all stakeholders from customer support and product teams to engineers and other noncustomer-facing teams to get at the root source of friction.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

SurveySensum

JULY 3, 2019

Real-time and actionable insights can drive a successful guest experience management for restaurants. In a recent survey conducted by Deloitte, it has been found that listening is a key for effective guest experience management. The post Guest Experience Management will make your Restaurant Profitable. Conclusion.

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

ROI 54

ROI Feedback Insights Financial 54

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. You can share this progress informally, through the managers who heard the informal comments in the first place. Customer Experience ROI Opportunities in B2B Touchpoints. Why wait to conduct a survey?

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

ClearAction

JULY 20, 2023

Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. When executives ask for proof of ROI, there is a risk of losing funding — or losing a lot more than that. On the consultant side, fast-paced change in tech makes fascinating studies to sell.

Technology 62

Technology Customer Success 2009 Consulting 62

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. athenahealth, which provides solutions to the healthcare industry, had thousands of product update possibilities, according to senior VoC manager David Geary. How to win over top management.

ROI 150

ROI Webinar Sales Loyalty 150

SurveySensum

JUNE 3, 2024

Qualtrics is a powerful customer experience management tool widely recognized for its advanced features, robust analytics, and scalability. This can be a concerning matter for small businesses, as these businesses often lack dedicated teams for managing complex software. Qualtrics: CX Consultation Are you new to the world of CX?

2024 52

2024 Demo Consulting 2023 52

CSM Magazine

APRIL 5, 2017

Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board. About Outsource Consultants.

Consulting 40

Consulting Sales Apparel Call Center 40

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way.

ROI 74

ROI Net Promoter Score CEM 2014 74

SuiteCX

JUNE 15, 2017

Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program. This hopefully produces a set of paired customers large enough from which it is possible to extrapolate differences in value and churn to the larger program membership, to determine ROI. For programs with a loyalty currency (e.g.

ROI 40

ROI Measurement Marketing Loyalty Programs 40

SuiteCX

JUNE 15, 2017

Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program. This hopefully produces a set of paired customers large enough from which it is possible to extrapolate differences in value and churn to the larger program membership, to determine ROI. For programs with a loyalty currency (e.g.

ROI 40

ROI Measurement Marketing Loyalty Programs 40

Beyond Philosophy

FEBRUARY 24, 2022

Having an opinion is critical whether you are an employee or a consultant. As a consultant, you not only should have an opinion, but you should also realize that your opinion is what the company bought. Then, when you are discussing the issue and you hear that senior management does not agree, you can defend your position.

Engagement 88

Engagement Consulting ROI Presentation 88

CSM Magazine

MARCH 16, 2023

This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation. Additionally, the costs of the Impact Analysis work are rebated to clients that choose to move forward with the study’s recommendations, helping to drive immediate ROI.

Contact Center 52

Contact Center Financial Consulting Roadmap 52

CSM Magazine

APRIL 19, 2023

makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens Salesforce Ecosystem Partners Study for the UK. It specialises in a wide range of services, including consulting, implementation, training, and support.

2008 52

2008 Consulting 2023 Innovation 52

COPC

SEPTEMBER 30, 2022

Management at all levels can receive actionable real-time data and immediately uncover the root causes of performance issues. helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Contact Center 63

Contact Center 2022 Call Center 2021 63

Call Experts

NOVEMBER 20, 2019

Contact centers provide support for your business and manage the increase in call volume. Although only 58% of retailers invest in technology to help manage holiday spikes, this shift will begin to change how businesses interact with consumers during the holidays. How Contact Centers Manage the Holiday Rush. More Blogs Menu.

Contact Center 60

Contact Center Management Call Center 2018 60

Integrity Solutions

NOVEMBER 29, 2022

Here’s the cold hard truth about sales training ROI: While companies around the world continue to invest billions in sales enablement initiatives every year, most of these organizations cannot trace any tangible improvements in the key metrics that matter to their investment in those initiatives. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales ROI Financial 86

Beyond Philosophy

NOVEMBER 14, 2020

He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. Moreover, the idea that science and art combine to create a higher level of experience management has begun to transform how companies approach business-as-usual. Key Takeaways.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . Q: Who should be responsible for managing ‘churn’ in a firm? The following is what she has to say.

Management 52

Management Customer Success 2013 Metrics 52

Customer Bliss

MAY 2, 2019

In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. Focus on Retention and Establish Relationship Managers. She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149