Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This partnership ensures that I can continue these shows that you’ve shared such positive feedback on.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Customer Bliss

MAY 3, 2018

In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa. Package Feedback and Unite the C-Suite. She was left alone in order to learn and educate her peers.

Telecommunications 149

Telecommunications Customer Experience Consulting Government 149

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. Train employees to anticipate and meet customer needs proactively. 47% improvement in Net Promoter Score (NPS).

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

TechSee

OCTOBER 17, 2024

By gathering feedback from customers and employees, companies can identify areas for improvement and make necessary adjustments. Regular communication and feedback loops are essential for maintaining alignment and addressing any challenges that may arise.

White Paper 109

White Paper Customer Satisfaction Telecommunications Download 109

CX Accelerator

AUGUST 19, 2019

How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day. The key here is to understand the drivers of customer satisfaction in each of your journey stages.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

Experience Investigators by 360Connext

MARCH 16, 2015

Customer feedback is the key to the kingdom when creating the best experience for your customers. But if you really want to make a difference, you must move past typical methods for gathering feedback, and discover new ways to actually turn that knowledge into actions that drive change. Free webinar this Thursday.

Events 223

Events Customer Experience Webinar Telecommunications 223

InMoment XI

AUGUST 19, 2024

Real-Life Examples of Customer Experience ROI Foot Locker Foot Locker has always put the customer at the center of everything they do, gathering feedback across various channels such as email, call center logs, and social media. Fragmented Feedback Sources: Lack of a uniform view of feedback data from different channels.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

InMoment XI

APRIL 24, 2024

However, sorting through this wealth of feedback and analyzing it can be a daunting task, potentially causing you to overlook crucial insights pivotal for business transformation. InMoment’s conversation analytics software offers a solution by expediting the process and delivering enhanced results.

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

Customer Bliss

SEPTEMBER 19, 2017

Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. Year 2: Much greater focus on the sales process, as customers were giving feedback on “the selling motion” in this year.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Win the Customer

DECEMBER 23, 2024

Example: A telecommunications company could deploy a voice assistant that can help customers troubleshoot network issues, understand their billing statements, and even make changes to their service plans through voice commands. GDPR, CCPA). Customer Experience: Always prioritize the customer experience when implementing AI-powered solutions.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

GetFeedback

AUGUST 7, 2019

With GetFeedback, you can capture real-time customer feedback and deliver better onsite service experiences. Surveys can be distributed across any channel, like email or SMS , immediately after a work order is closed so your feedback program is instant and automated. How does GetFeedback for Field Service Lightning work?

Telecommunications 170

Telecommunications Transportation Feedback Customer Satisfaction 170

Very Best Service

FEBRUARY 8, 2025

Industries Excelling in Social Customer Service Telecommunications Telecom companies manage a vast customer base, leading to frequent inquiries about service disruptions, billing, and technical support. Social media offers a real-time platform to address these concerns efficiently.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

CX Accelerator

AUGUST 19, 2019

How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day. The key here is to understand the drivers of customer satisfaction in each of your journey stages.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day. The key here is to understand the drivers of customer satisfaction in each of your journey stages.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

Thematic

FEBRUARY 10, 2025

To do this, most business owners make the mistake of diving headfirst into an ocean of unstructured text data—customer feedback, survey responses, social media mentions, e-mail correspondences, etc. Because text analytics helps you dive deep into customer feedback, you get to uncover common frustrations and desires.

Insights 62

Insights Net Promoter Score Social Media Telecommunications 62

InMoment XI

SEPTEMBER 26, 2024

This includes physical space, telecommunications systems, workforce management tools, and advanced call routing software. Collecting that data is the first step to any CX-focused strategy and zero call resolution—collecting feedback to make data-driven decisions. This constant training cycle can become a significant operational cost.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

InMoment XI

FEBRUARY 1, 2024

It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. It’s found in customer verbatims and feedback, revealing the customers’ personal stories, opinions, and suggestions. It’s the narrative that puts context and meaning behind the numbers.

Social Media 195

Social Media Metrics Telecommunications Insights 195

Alida

JULY 26, 2016

Simson and her team focused on listening and responding to feedback from individual customers. Australia-based insurance firm IAG took home the Visionary award, beating out finalists Philippines-based telecommunications company Globe Philippines, media giant NewsCorp and Australian telco Telstra. Look beyond your own industry.

2016 162

2016 Customer Experience E Commerce Insurance 162

Michel Falcon Experience

AUGUST 13, 2014

When it comes to customer surveys, I believe there are three types of companies: The “surveys don’t work” company : This company never collects customer feedback because they are short sighted and don’t know what to do with the data. In this scenario, I would recommend not collecting feedback at all.

Net Promoter Score 147

Net Promoter Score NPS Telecommunications Feedback 147

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. Thanks so much to Customervillle ! Enjoy the show!

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

InMoment XI

SEPTEMBER 1, 2022

Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. Why Is Customer Retention Important? Recover Customers Effectively.

Customer Retention 195

Customer Retention Telecommunications Customer Journey Mapping Automotive 195

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. The telecommunications industry is not known for its high-quality customer service. Keeping customers engaged is crucial, especially in an industry as saturated as the telecommunications vertical. .

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

Alida

MARCH 21, 2018

For example, Telstra, Australia’s leading telecommunications provider, adds context to NPS by creating “relationship memory” through My Telstra Experience (MTE), a customer insight community. How insight-driven companies improve and enhance NPS. Better still, Alliant has improved the overall customer experience.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Lumoa

NOVEMBER 2, 2022

The telecommunication industry is a multi-billion dollar infrastructure that has been steadily growing every year. We rely on telecommunications to connect, communicate, and conduct business globally. Feedback from customers provides valuable input for any business. This blog will share some of the highlights of the webinar.

2023 88

2023 Telecommunications Customer Experience Multi-Channel 88

PeopleMetrics

DECEMBER 5, 2017

Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. Your survey-taking customers are likely out there in the world wondering what ever happened to the feedback they sent you. Moon Bounce / via giphy.com.

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry. For more information, visit www.zenarate.com.

Feedback 59

Feedback Telecommunications Contact Center Insurance 59

ShepHyken

OCTOBER 23, 2018

If you just focus on the feedback you already have from customers and employees, you’ll know where you need to start. He created his first business at fourteen, selling telecommunications and computer equipment. Connection: The emotional connection an employee feels. A leaders job isn’t to do everything.

Chief Customer Officer 100

Chief Customer Officer Telecommunications Employee Experience Books 100

PeopleMetrics

DECEMBER 1, 2021

Their secret sauce is creating high-value customer panels, ga thering regular feedback and applying proprietary qualitative and quantitative analytical techniques to distill what is most important. Identifying these customers, enabling continuous feedback loops and improving their experiences is work every company should prioritize.

Telecommunications 118

Telecommunications B2C B2B Books 118

TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. And since they’re right there on the driveway, they can respond on the spot to customer feedback and avoid a repeat dispatch.

E-support 145

E-support Telecommunications Travel Contact Center 145

Lumoa

JUNE 4, 2018

Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback. Its machine learning powered service makes customer feedback actionable and allows companies to easily pick, in real time, the right improvement actions that have strongest impact on the customer experience.

Net Promoter Score 113

Net Promoter Score Customer Experience Telecommunications Marketing 113

Lumoa

DECEMBER 15, 2022

Collecting feedback from customers gives you powerful data to improve performance, making it one of the most valuable and cost-effective business tools. They can do this based on the feedback they get in a survey asking email subscribers which one they work in. But you have to do more than listen. Getting Started.

Voice of Customer 88

Voice of Customer Social Media Banking Feedback 88

SurveySensum

JUNE 24, 2019

Customer feedback collected and analyzed by using algorithms can redefine the way telecom companies used to take care of customer satisfaction. However, with the advent of AI, the feedback is no longer remain the same as it now tells the real-time insights and storytelling to improve customer experience. But why it’s crucial?

Net Promoter Score 40

Net Promoter Score Feedback NPS Telecommunications 40

Customer Bliss

MARCH 8, 2018

She mentioned that this process helped make the C-Suite more aware of what type of work was happening on the front line; they also had feedback about how things could be changed. She starting with the areas where she knew there were customer pain points and gathered the customer feedback. Thanks so much to Customervillle!

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

Kustomer

FEBRUARY 25, 2022

it’s simply a phone system that delivers telecommunication over the internet. Analyzes Customer Feedback. It wasn’t so long ago that businesses relied on in-person feedback from customers to gather an understanding of product and service quality. The more in-depth you can get with this feedback, the better.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

COPC

JUNE 24, 2024

Companies that effectively integrate customer feedback and advanced technologies into their operations enhance the overall customer experience. While retail and e-commerce sectors show improvements, sectors like telecommunications and healthcare face considerable challenges. Personalization efforts also improve customer satisfaction.

E Commerce 76

E Commerce Customer Experience Net Promoter Score 2024 76

OpinionLab

JUNE 17, 2016

Others – such as airlines (295), travel (308), telecommunications (196) and healthcare (296) – did not perform nearly as well, which is consistent with what we’ve seen over the past year.

E Commerce 74

E Commerce 2015 Multi-Channel Telecommunications 74

Kustomer

DECEMBER 21, 2021

It’s simply a phone system that delivers telecommunication over the internet. Analyzes Customer Feedback. It wasn’t so long ago that businesses relied on in-person feedback from customers to gather an understanding of product and service quality. The more in-depth you can get with this feedback, the better.

Customer Experience 95

Customer Experience E Commerce Multi-Channel Omnichannel 95