Steven Walden
Steven Walden
Steven Walden is Director of Customer Experience at leading CX firm TeleTech Consulting (which includes Peppers and Rogers, iKnowtion and RogenSi). Steven is instrumental in efforts to develop the CX practice promoting thought leadership and CX community engagement and IP development. Prior to TeleTech he was Director of CX at Ericsson, developing their Experience Management Centre and also Head of Research specialising in emotion and journey mapping agency side.
Customer Experience is Dead, Long-Live Co-Design
Adapted from the book: CEM Rebooted: are you an experience brand or an efficiency brand (Palgrave-McMillan, 2017) If there is one thing that summarizes what...
Add Emotion to Customer Experience by considering Well-Being
It’s not emotion that matters, but what it means No customer walks out of a store saying “that was a great 8.5 out of 10...
‘Real’ Customer Experience
Customer experience has been with us for more than 20 years. Yet it is only recently that the term has exploded into business consciousness....
Curing ills not pushing pills
It’s the Molecule, stupid! You produce ever better drugs; Drs buy those drugs; patients use those drugs, end of story. The battleground is...
The Relationship Between Customer Experience Management and Sales
What is the relationship between CEM and sales? A lot has been said about loyalty but what about acquisition? Using Beyond Philosophy's emotion database,...
Even a Shoelace Says Something About the Consumer
Shoelace A few months ago, I found myself buying a pair of shoelaces online. When I say 'found myself', I literally suddenly became aware of...
Output NPS /CSAT is not the same as Input NPS/CSAT for ROI construction
NPS /CSAT NPS/CSAT attitudinal measures (I use the terms interchangeably) are all very well but companies make a fatal error when they confuse Output with...
The Innovative Firm
In many of my blogs I have emphasised how current business practices are almost being designed to crush innovation. There is in short a...
Future Desire Not Just Current Demand Drive Consumer Behaviour
Almost all companies have insight departments that statistically model the drivers and destroyers of consumer behaviour. Yet this predictive modelling is flawed as it...
A Sentiment Analysis of Sentiment Analysis – some gobbledygook, some bright spots and a nice looking dashboard
Sentiment analysis has been around for a while, so perhaps it's about time we looked at the sentiment towards sentiment analysis? I mean...
The 10 Things Wrong with Quantitative Research: things your insights department and academics won’t tell you about your metrics...
It infuriates me the way organisations love their metrics. It's not that I am anti-measurement, it's more of a cultural thing; the way companies...
New Customer Experience Research Tools – Measuring Customer Subconscious with Neural Network Analysis
Mention "Freud" and most academics still give a wry smile and members of the general public immediately feel uncomfortable and defensive, because Freud is...
What is Customer Experience Management? Did Pine and Gilmore get it wrong?
Customer Experience Management (CEM) has a confusing profile with up to 14 different definitions logged by analyst firm Gartner. Faced with such confusion...
The Three Must See Videos on Customer Experience Management
For the New Year we thought we'd give you access to some of the key videos we have found on Customer Experience Management. Number 1:...
My Customer Experience New Year’s Resolution: Get a Social Media Strategy
What has Social Media ever done for business? Well quite a lot actually. For instance, a recent study by Convergys found that one...
What Firm’s can learn from Freestyle Rapping and Jazz Improvisation
Freestyle Rapper In a TED talk (www.ted.com/talks/charles_limb_your_brain_on_improv.html) surgeon Charles Limb described how he used an fMRI scanner to test which areas of the brain 'lit-up'...
Customer Experience Power Maps: understanding what your employees really think of the Customer Experience
One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding of where...
What’s your companies Emotion Score? Introducing Net Emotional Value (NEV) and its relationship to NPS and CSAT
Over the past 7 years of analysing emotions, Beyond Philosophy has built up a wealth of experience on how to measure emotions and how...
What is the one question Customer Experience Leaders would like answered?
Beyond Philosophy recently conducted a global survey on Customer Experience Management asking Heads and Directors of CE the question: 'what is the one question...
The Predictive Power of Emotions
A lot of companies talk about how important it is to emotionally engage customers, to make them 'feel loyal' not just 'act loyal'. But...