Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Look beyond your own industry.

2016 162

2016 Customer Experience E Commerce Insurance 162

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

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. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. About Alvin Stokes.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

CustomerGauge

JUNE 6, 2017

As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider.

NPS 78

NPS Telecommunications Customer Centricity Loyalty 78

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. Customer Loyalty and Retention.

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

InMoment XI

FEBRUARY 1, 2024

Spotlight is essential in ensuring that customer communications meet the necessary standards. This aspect is crucial for highly-regulated businesses in industries like finance, healthcare, and telecommunications. Spotlight can help monitor and analyze customer communications, ensuring they adhere to industry regulations and standards.

Social Media 195

Social Media Metrics Telecommunications Loyalty 195

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. What other features do you look for in an email customer survey?

Net Promoter Score 147

Net Promoter Score NPS Telecommunications Feedback 147

Beyond Philosophy

SEPTEMBER 27, 2017

Customers were so upset that Sen. Bill Nelson (D-FL) stepped in and wrote a letter to nine telecommunications companies asking them to provide rebates for service fees during outage periods and issue a 60-day moratorium on late fees. In short, it would be attuned to its customers’ emotional reactions.

Wireless 117

Wireless Telecommunications Financial Webinar 117

ijgolding

AUGUST 18, 2015

Instead of doing things that are right for the shareholder within legal boundaries, why can’t companies do what is right for the customer, employee AND shareholder within legal boundaries? All of these examples prove how difficult it is to find a genuinely and Customer Centric organisation… anywhere on the planet.

Customer Experience 87

Customer Experience Retail Customer Centricity Telecommunications 87

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. .

Engagement 110

Engagement Telecommunications Customer Centricity Customer Engagement 110

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

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.

Customer Centricity 78

Customer Centricity Telecommunications Webinar Feedback 78

Integrity Solutions

SEPTEMBER 23, 2024

Here’s what a sales enablement leader from one of the big three telecommunications companies said to me recently: “We’ve trained all of our national account reps on business acumen. In all too many sales organizations, this is exactly where the sales enablement strategy starts to fall apart.

Sales 101

Sales Telecommunications Information Customer Centricity 101

Second to None

AUGUST 9, 2018

One recent example happened in the telecommunications industry. Because they were basically the only option for customers, many cable providers managed to maintain consistent profit levels and customer retention rates even though their customer service and satisfaction scores were increasingly dropping.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Second to None

FEBRUARY 15, 2019

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 Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

ijgolding

NOVEMBER 12, 2015

My word, they don’t make it easy for customers to connect with them. Ironic given there a telecommunications company – so when I finally got past the irritating IVR and to the place I though I needed to be I of course hit the queue. Have you ever tried to get through to Vodafone?

Customer Experience 88

Customer Experience Social Media Telecommunications 2013 88

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

Gainsight

OCTOBER 7, 2019

Unity technologies, ADP, and Slack are just some of our new Gainsight customers. We have customers from a variety of industries, including Computer software, Corporate Services, Telecommunications, Financial Services, and Healthcare. There’s finally a solution for company wide customer-centricity: The Customer Cloud.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

OpinionLab

MARCH 25, 2019

A telecommunications company in an extremely competitive market may find the ability to detect CX anomalies and automatically alert front line staff an important consideration when evaluating CX technology solutions. 5) You need a strong customer-centric culture.

Customer Experience 74

Customer Experience Contact Center Omnichannel Retail 74

PeopleMetrics

MAY 7, 2015

In the study, we asked B2B telecommunications buyers to consider how their eventual providers delivered value in the prospect experience. (And they're exclusive findings we didn’t include in our final ebook— which you can find here , should you be interested in similar insights into the prospect experience.).

Customer Experience 93

Customer Experience Net Promoter Score B2B Telecommunications 93

Calabrio

JULY 5, 2016

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.

Customer Service 56

Customer Service Contact Center Telecommunications 2015 56

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

CSM Magazine

NOVEMBER 2, 2023

. “Helping agents master the skills necessary to solve complex problems and deliver superior empathetic experiences will bolster the value Foundever delivers to brands that strive to improve the ever-important human aspects of outstanding customer experiences.”

Customer Experience 52

Customer Experience Telecommunications Customer Service Training Insurance 52

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

CSM Magazine

APRIL 27, 2022

As the pioneer in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform empowers a customer-centric culture, using quantified empathy to align business and technical teams to effectively prioritize customers needs based on business impact.

Metrics 52

Metrics Telecommunications Contact Center 2021 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 is your word of advice for businesses embarking on the journey of customer-centricity?

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

Russel Lolacher

JUNE 14, 2020

Weirdly, both telecommunications companies). Instead, they wait for their customers to figure out they are paying too much and then wait for them to come in or call to address it. How is this serving the customer? Now is this putting the customer first? It’s not customer-centric. MOBILE SERVICE.

Telecommunications 75

Telecommunications Customer Centricity Communication Customers 75

Clarabridge

SEPTEMBER 27, 2017

Most companies keep social media and customer analytics boxed away, but fail to realize that Omni-channel analytics should filter throughout the entire organization. This helps keep everyone in your organization aligned and creates a customer-centric culture. Follow Denasia.

Social Media 40

Social Media Telecommunications Contact Center Advertising 40

OpinionLab

MARCH 25, 2019

A telecommunications company in an extremely competitive market may find the ability to detect CX anomalies and automatically alert front line staff an important consideration when evaluating CX technology solutions. 5) You need a strong customer-centric culture.

Customer Experience 60

Customer Experience Contact Center Omnichannel Retail 60

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

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

Wootric

FEBRUARY 14, 2019

She has held chief positions in customer success, services, account management and support at companies such as: Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Magellan Solutions

DECEMBER 5, 2023

20% of the budget is allocated toward technological costs, while 19% goes for telecommunications. Businesses can streamline operations and make informed decisions to reduce costs and improve overall customer satisfaction by strategically leveraging metrics and KPIs toward a customer-centric call center environment.

Call Center 52

Call Center Telecommunications Average Handle Time Contact Center 52

Call Experts

JULY 27, 2023

From improving response times to providing personalized interactions, a call center can be a game-changer for organizations looking to elevate their customer service and thrive in today’s competitive landscape. Metrics to Track for a Successful Customer Service Call Center The business landscape today is primarily customer-centric.

Call Center 52

Call Center Customer Service E Commerce E-support 52

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

Second to None

JANUARY 22, 2019

That often means thinking about problems your customers have never imagined and then deploying both new and existing technology to solve them. The foundation for all telecommunications systems is the network. You succeed by chasing service to the customer. Think at a higher altitude. It all starts with how you think.”

2005 48

2005 Telecommunications 2018 Voice of Customer 48