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1Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com 2Beyond Philosophy © All rights reserved. 2001-2011
The Beyond Philosophy Perspective
Customer Experience is all we do!
Thought leadership is our differentiator
Global practice with offices in London, Atlanta
and partners in Africa, Asia and S. America
New fourth book Is now available
Focus on the emotional side of Customer Experience
Links with academia
www.beyondphilosophy.com 3
We are Proud to Have Helped Some Great Organizations…
Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com
… Around the Globe
Key Beyond Philosophy client engagements
Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com
Best Practices for Building a Market-Leading Customer Experience
Subhra Das, Senior Vice President, Marketing & Customer Experience, du
Qaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy
Zhecho Dobrev, Consultant, Beyond Philosophy
www.beyondphilosophy.com
Learning Objectives
• How to quickly establish a market-leading customer experience.
• Techniques to differentiate a commoditized offering a saturated market through customer experience.
• Ways to evaluate your strategic imperatives.
• How to build a case for customer experience transformation.
• Methods to examine key customer experience principles all companies must consider.
6Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com
Customization and Program Management
Measure and Monitor, Strategy and Alignment
Strategy and Alignment, Evaluate and Deploy
Map and Design, Evaluate and Deploy
Months 1 - 2 Months 3 - 4 Months 5 - 6
Strategy and Alignment, Map and Design, Evaluate and Deploy, Measure and Monitor
What we did at du
Strategy and Alignment
Beyond Philosophy © All rights reserved. 2001-2009
Program Preparation
Experience Economics
N2N Assessment
Moment Mapping
Emotional Signature
Customer Experience Statement
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www.beyondphilosophy.com 8Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com 9Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com 10Beyond Philosophy © All rights reserved. 2001-2011
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www.beyondphilosophy.com 47Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com 48Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com
If have questions, send them to us. We will collect and pass them to Subhra.
Thank Youevents@beyondphilosophy.com
Atlanta Office: +1 678 638 6162London Office: +44 (0)207 917 1717
QaalfaDibeehi
uk.linkedin.com/pub/qaalfa-dibeehi/0/81/371
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