Using Customer Science for Best CX Outcomes
On this episode, Amelia welcomes Colin Shaw, Founder & CEO at Beyond Philosophy LLC. During this conversation, Colin and Amelia discuss: - The evolution of customer experience as it moves toward customer science. - Understanding the importance of looking at the customer through the lens of human behavior. - The current CX trend of merging the three spheres of data, AI and behavioral science. - The ways companies are building their customer experience AI platforms on fundamentally flawed data. - How a proactive experience is important to developing the right AI process. - Using data showing what customers do as much or more than what they say in your AI tools. This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com. #CXO #CX #ContactCenter #CustomerService #CustomerExperience
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Show Notes
On this episode, Amelia welcomes Colin Shaw, Founder & CEO at Beyond Philosophy LLC. During this conversation, Colin and Amelia discuss:
- The evolution of customer experience as it moves toward customer science.
- Understanding the importance of looking at the customer through the lens of human behavior.
- The current CX trend of merging the three spheres of data, AI and behavioral science.
- The ways companies are building their customer experience AI platforms on fundamentally flawed data.
- How a proactive experience is important to developing the right AI process.
- Using data showing what customers do as much or more than what they say in your AI tools.
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience