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. Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation?

Telecommunications 149

Telecommunications Customer Experience Consulting Government 149

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 was a really great conversation.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Her personal motto is, take PRIDE in everything “Personal Responsibility In Delivering Excellence.”.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Her personal motto is, take PRIDE in everything “Personal Responsibility In Delivering Excellence.”.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. Your online reputation management efforts will also be crucial, as they yield positive reviews that you can use to reinforce value and reduce churn. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

TechSee

OCTOBER 31, 2018

billion connected devices will be in use worldwide by 2020, more and more CSPs are jumping on the bandwagon, recognizing the value of artificial intelligence applications in the telecommunications industry. With Gartner forecasting that 20.4 IDC indicates that 63.5% of telecoms are investing in AI systems to improve their infrastructure.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

TechSee

JUNE 9, 2022

TechSee, which enables remote support without dispatching technicians or other human resources, is already used by five of the top ten European and North American telecommunications carriers. corporations and telecommunications carriers, the company has extensive experience and a proven. Implementation Process. Terilogy Co.,

Telecommunications 109

Telecommunications Contact Center E-support Call Center 109

Experience Investigators by 360Connext

MARCH 16, 2015

Please tell me a little about your needs.

Events 223

Events Customer Experience Webinar Telecommunications 223

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. The benefits of healthcare contact centers extend beyond mere convenience.

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

Magellan Solutions

APRIL 22, 2021

In some cases, workforce engagement management tools track employee behavior. As the name suggests, telecom services are designed to help telecommunication companies maximize their work output and improve their core functions. Telecom BPO services can only be put into maximum use if applied to the telecommunication industry. .

Telecommunications 52

Telecommunications Call Center Contact Center Customer Service Representative 52

InMoment XI

AUGUST 19, 2024

When customers give negative responses, they are offered the chance to speak with a manager. Real-time alerts notify managers of callback requests, leading to 1,000 recovery opportunities monthly. TELUS Leading the telecommunications industry, TELUS is Canada’s fastest growing telecommunications company with more than 13.1

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

CSM Magazine

OCTOBER 30, 2024

The event also honored organizations like the Telecommunications and Digital Government Regulatory Authority (TDRA), Virgin Mobile UAE, Nakheel Community Management, NX Digital Technology, and Dubai Holding Community Management for their customer-centric initiatives.

Telecommunications 52

Telecommunications Innovation Customer Service Government 52

TechSee

NOVEMBER 4, 2024

Remote Property Inspections / Appraisals: Property managers and contractors can conduct virtual inspections and provide immediate proposals, saving time and resources while improving CSAT. Of course, these applications are just a few of the ways Visual AI is transforming customer experiences across different industries.

Telecommunications 109

Telecommunications Customer Satisfaction Insurance Call Center 109

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. In this role, she was responsible for defining both the company’s national sales growth and vertical-specific product development.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Win the Customer

DECEMBER 23, 2024

As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions. Key Considerations for Product Managers: Data Privacy and Security: Ensure that all customer data is collected, stored, and used responsibly and ethically, in compliance with relevant regulations (e.g.,

Customer Service 59

Customer Service E Commerce Social Media Travel 59

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

2023 207

2023 Contact Center Leadership Hospitality 207

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. This immediacy in communication is crucial in managing customer expectations and ensuring satisfaction.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges.

Management 93

Management Chief Customer Officer Apparel Telecommunications 93

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

TechSee

FEBRUARY 1, 2021

AI applications trending in the telecommunications industry use advanced algorithms to look for patterns within the data, enabling telecoms to both detect and predict network anomalies, and allowing operators to proactively fix problems before customers are negatively impacted. Predictive maintenance. Top AI Trends in the Telecom Industry.

2021 107

2021 Telecommunications 2025 Average Handle Time 107

InMoment XI

JANUARY 16, 2024

Telecommunications Interactive Voice Response (IVR) Systems: Telecommunications companies utilize AI-driven IVR systems to efficiently route customer calls. These chatbots can help with order tracking, product information, and even suggest personalized recommendations based on the customer’s browsing history and preferences.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

InMoment XI

SEPTEMBER 26, 2024

This includes physical space, telecommunications systems, workforce management tools, and advanced call routing software. These are crucial for managing high call volumes but can quickly spiral into a cost-heavy operation.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

Customer Bliss

MARCH 29, 2017

Shortly after retiring from UPS, I was recruited to take on a new challenge as CEO of a mid-cap telecommunications solution company. These priceless UPS values help solidify customer loyalty as evidenced by their 1.6 million pick-up, 8.7 Little did I know that I had a lot more to learn about honesty, culture and purpose.

Leadership 208

Leadership Culture Telecommunications Customers 208

Forrester

APRIL 1, 2015

TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. customer experience management. What is the mandate for the CX program at TSIC? RB - It''s an important part of a longer journey. Read more Categories: CX Index. customer experience journey mapping.

2011 105

2011 Telecommunications 2014 Roadmap 105

Optimove

AUGUST 12, 2021

We are deeply proud to announce that Optimove has been recognized as a Leader in “The Forrester Wave : Cross-Channel Campaign Management (Independent Platforms), Q3 2021” (CCCM). The report also notes, “Enterprise references from the telecommunications and online gaming sectors enthusiastically endorsed Optimove.”

Management 98

Management 2019 2021 Telecommunications 98

GetFeedback

AUGUST 7, 2019

What you may not know is managing a mobile workforce is no easy feat. Without an automated management system—like Salesforce’s Field Service Lightning (FSL)—it’s a bit like herding cats. Eventually he does, but it’s still a few more hours until the onsite service is complete. It’s dynamic and complex with numerous moving parts.

Telecommunications 170

Telecommunications Transportation Feedback Customer Satisfaction 170

Alida

JULY 26, 2016

Divesh Sisodraker, Vision Critical’s EVP of product management, shared a preview of what’s coming up in Sparq, Vision Critical’s customer intelligence platform. Deb Fernon, research and insight manager at IAG, shared how the company uses its Imagine Better insight community to improve customer experience, innovation and marketing.

2016 162

2016 Customer Experience E Commerce Insurance 162

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. Telecom Customer Journey and Experience Management Explained. The telecommunications industry is not known for its high-quality customer service. The Impact of COVID-19 on Telco CX.

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

Experience Investigators by 360Connext

AUGUST 14, 2017

Please tell us a little about your challenges and the best way to contact you. *.

2007 152

2007 Telecommunications Workshop Automotive 152

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM — there’s that acronym — IS the management of customer communications, but it’s more than that. Yeah, you know it’s not that simple.

Communication 59

Communication Management Document Telecommunications 59

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM – there’s that acronym – IS the management of customer communications, but it’s more than that. Structured Documents.

Communication 59

Communication Management Document Telecommunications 59

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. Unite the Silos Under a Shared Vision.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

BlueOcean

MARCH 30, 2018

Ideally, you will have a supplier relationship management program that provides sourcing with an objective framework for what a strategic long-term partnership looks like. The contract sets the framework for the day-to-day management, but you have to go beyond it to take the partnership to the next level.

Insights 184

Insights Contact Center Hospitality Culture 184

Magellan Solutions

MAY 3, 2022

In this article, there are four lines of companies that outsource call centers overseas, these are: Telecommunications and Technology Companies. Telecommunications and Technology Companies that Outsource Call Centers. The telecommunications and technology sector is one of the primary users of various call center services.

Call Center 81

Call Center Telecommunications Banking Financial 81

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