contact centre and customer service innovation · 2020-02-21 · understanding behavior. beyond...

Beyond Philosophy LLC© All rights reserved. 2001-2020

www.BeyondPhilosophy.com

@ColinShaw_CX

Beyond Philosophy, LLC© All rights reserved. 2001-2020


Colin ShawFounder & CEO,

Beyond Philosophy

Contact Centre and Customer Service

Innovation

@ColinShaw_CX



@ColinShaw_CX

Three innovations for 2020

1. Identifying hidden unmet needs things Customers don’t know themselves.

2. Humanizing technology

3. More emotionally intelligent agents

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@ColinShaw_CX

Psychology Subconscious EmotionsRational

Action

Unmet needs Unmet needsCustomer

ExperienceTraditional

products

Customer-driven growth through understanding behavior



@ColinShaw_CX

Doctor spends enough time with me • Staff listen to me• Care for me as a person• Get to know me as a person• Anticipate my needs• I trust Hospital XYZ

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What Patients say they desire

What actually drives business value



@ColinShaw_CX

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What Customers say• Products are dependable• Availability of parts• Fairness of price• Equipment retains its value

What drive value • Cares for me as a person• Empathic to my situation• Is responsive• Respects me• Flexible in dealings with me



@ColinShaw_CX


1. Identifying hidden unmet needs –things Customers don’t know themselves.



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@ColinShaw_CX

Amazon

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@ColinShaw_CX

Memories are structured like fishing nets.



@ColinShaw_CX

We examine our memories…



@ColinShaw_CX

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Similar experience

What others have told you

All Media

Previous experience



@ColinShaw_CX

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@ColinShaw_CX

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Memory Map Predictive & proactive, experiences

Anticipation Proactive Easy



@ColinShaw_CX





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BeyondPhilosophy.com



@ColinShaw_CX

Emotional Intelligence

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Self awareness

Self management

Social Awareness

Good social skills



@ColinShaw_CX

Transition

What are the verbal & nonverbal clues

the Customer is giving me? I can now

understand how they are feeling

What are the verbal & nonverbal cluesI should give to the

Customer to evoke the desired

emotions

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@ColinShaw_CX





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contact centre and customer service innovation · 2020-02-21 · understanding behavior. beyond...

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