Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. From here, he gathered top issues that everyone in the company could focus on.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

Michel Falcon Experience

AUGUST 13, 2014

” Case Study #1 : Let’s use Rogers communication (Canada’s leading telecommunications company) as an example. “Your Feedback is Requested – Rogers Customer Experience” is mundane and doesn’t make me want to engage. Not keeping the customer survey lean. As you can see, they also use NPS.

Net Promoter Score 147

Net Promoter Score NPS Telecommunications Feedback 147

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. The Impact of COVID-19 on Telco CX.

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

Second to None

FEBRUARY 15, 2019

Net Promoter Score (NPS). NPS is an increasingly popular metric that is used to calculate a customer’s likeliness to recommend a brand to their friends and family. While the metric is merely a number, it promotes a deeper philosophy surrounding a customer-centric business model. Customer Satisfaction (CSAT).

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

COPC

JUNE 24, 2024

While retail and e-commerce sectors show improvements, sectors like telecommunications and healthcare face considerable challenges. The ACSI report shows how companies that integrate AI and automation well can improve customer satisfaction.

E Commerce 76

E Commerce Customer Experience Net Promoter Score 2024 76

Second to None

AUGUST 9, 2018

By avoiding what author and CX expert and NPS pioneer Fred Reicheld has labeled, “bad profits,” your brand is positioning itself to establish long-term, positive relationships with customers, and in doing so, establishing the foundation for consistent growth and success. “Bad”

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. Currently working at Qualtrics as a Sr.

2020 132

2020 Customer Experience Magazine Consulting 132

SurveySensum

JUNE 24, 2019

Things are ever pacing up in the telecom industry as technology is making it more customer-centric and the biggest reason behind is the dawn of Artificial Intelligence (AI). Customer feedback collected and analyzed by using algorithms can redefine the way telecom companies used to take care of customer satisfaction.

Net Promoter Score 40

Net Promoter Score Feedback NPS Telecommunications 40

Pointillist

SEPTEMBER 26, 2018

A lot of CX professionals will admit to measuring customer experience but taking no concrete action from the data collected. Net Promoter Score ® (NPS ® ), in particular, has gained a lot of prominence in the last decade. There are a number of ways in which you can utilize customer experience metrics for product development.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

Gainsight

NOVEMBER 16, 2023

Telefónica Germany is one of the leading integrated telecommunications providers in Germany. They offer mobile and landline services for private and business customers as well as innovative digital solutions based on infrastructure and the analysis of mobile data.

2023 52

2023 Telecommunications Contact Center Innovation 52

Customer Guru

MARCH 7, 2018

Subsequently, she served as the Manager of Customer Experience at KPN, a Dutch telecommunications company, where she was hugely successful in making the organization more customer-centric. What role has Customer Experience (CX) played in the journey of your company? You will succeed if you are persistent.

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

Wootric

FEBRUARY 14, 2019

She counsels leaders and teams responsible for customer outcomes by designing stronger organizations and guide cross-functional teams to leverage mutually beneficial opportunities with an advanced understanding of the customer journey, sales, product marketing, and operations. It’s in that moment that you win a customer for life.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Lumoa

JUNE 22, 2021

And besides all this, you’re also a customer experience manager at ICE. And just for you who don’t know what ICE, it’s a big telecommunications company in Norway. But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer.

Customer Centricity 78

Customer Centricity Insights Hotels Customer Experience 78

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Nominees are rated based on their capabilities, results, and client feedback. and ultimately—to be right. ResponseTek.

2015 97

2015 Multi-Channel 2014 CEM 97

Kustomer

APRIL 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Peter Fader to discuss the different types of customers and how to have customer centricity. He also consults and works in many different markets, from telecommunications to financial services.

Customer Centricity 53

Customer Centricity Net Promoter Score Books Customers 53

inQuba

JUNE 21, 2022

The popular chat app, now an essential element of today’s CX toolkit, is the most popular app globally, and customer-centric businesses are adopting the channel to ensure value delivery at every step of the customer journey. Customer Acquisition (Telco). An increase in NPS compared to peers and benchmarks.

Retail 52

Retail Demo Telecommunications Banking 52

Responsetek

MAY 8, 2018

Working with our CEM platform, our insurance clients typically see an average improvement in NPS® (satisifaction score) of 12.0 This closed-loop strategy and system has allowed insurance clients to truly understand the customer pain-points during the claims processing journey. PTS within the first 12 months of program launch.

CEM 40

CEM Insurance Telecommunications Retail 40

SurveySensum

JUNE 29, 2023

And Salesforce’s fifth edition of the State of the Connected Customer report reveals that 94% of customers continue buying from the same brand that gives a positive customer service experience. So, HOW can you ensure delivering exceptional customer service? How can you do it?

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

CX University

NOVEMBER 15, 2017

Do highly satisfied customers buy more products than average or how many dissatisfied customers stop buying? How satisfied are first-time customers or infrequent purchasers? Do customers who have been touched by CX initiatives have different NPS scores than those not affected?

2017 40

2017 Financial Consulting Customer Centricity 40

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Let’s dive into the first category of these customer journey analytics examples.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Bold360

DECEMBER 1, 2016

Given that enterprises must become customer-centric from the outside in, customer experience software must unify the customer journey and empower users – including non-technical personnel – to work effectively. Pete has evaluated and bought three enterprise-grade customer experience software solutions.

Customer Experience 104

Customer Experience Customers Consulting E-support 104