Lumoa

JULY 21, 2022

During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed.

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. What are the goals and timing for the CEM program? INTRODUCTION.

CEM 40

CEM Insurance Telecommunications Retail 40

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. As a Customer Experience Manager at PeopleMetrics, I have the pleasure of working with companies across a range of industries including hospitality, financial services, telecommunications, and aviation. That’s great!

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

eglobalis

FEBRUARY 5, 2018

To say that the marriage between Telefonica and O2 is bad, is an understatement. Since the merger, Telefonica O2 yields high return, but poor quality in services and customers are the ones suffering the most.

Customer Experience 248

Customer Experience Customers Telecommunications CEM 248

Experience Matters

APRIL 7, 2015

1) Company overview: As a pioneer of customer experience management, ResponseTek is the global leader in enterprise CEM software, connecting over 500 million customers to the brands that serve them in over 60 countries. We continually update and optimize our platform by harnessing CEM best practices and the ever-changing needs of our clients.

2015 97

2015 Multi-Channel 2014 CEM 97

Ian Williams

APRIL 29, 2016

I know of one well-known UK telecommunications provider that struggled with the same issue; and ended up indecisively moving people back and forth over a period of several years.This reminded me of myself as a bored 10 year old, rearranging my bedroom furniture every other week in order to give my room a different ‘feel’.

Customer Experience Professionals 94

Customer Experience Professionals Telecommunications Customer Journey Mapping Brands 94

Lumoa

SEPTEMBER 16, 2022

Streaming services, telecommunication industry, etc.). They are mostly available on many Customer Experience Management (CEM) platforms and are open to the public. High-tolerance-industry meanwhile is the opposite. A score of less than 4 means a business will less likely to receive negative feedback when an interruption happens.

Net Promoter Score 78

Net Promoter Score NPS Social Media Culture 78