TechSee

FEBRUARY 10, 2025

A leading telecommunications provider improved FCR by 30% by leveraging a multimodal AI approach to troubleshooting. This is what AI-driven customer service delivers—efficiency, improved CX metrics like NPS and CSAT, and real ROI to satisfy executive stakeholders. Ready to Transform Your CX?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

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. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Alida

MARCH 23, 2017

Telecommunication companies are under immense pressure to provide better, faster services. As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. The problem with NPS surveys. Instead, NPS is often driven by the last experience a consumer had with a communications provider.

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

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. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

CX Accelerator

AUGUST 19, 2019

They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. The information that goes into it will be determined by who will be consuming it. Executives will want the headlines.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

TechSee

NOVEMBER 27, 2024

Telecommunications leaders that implemented TechSee have successfully improved customer experience and dramatically cut costs across service operations: 51% improvement in customer satisfaction (CSAT). 47% improvement in Net Promoter Score (NPS). 45% reduction in technician dispatches. 25% improvement in call deflection rates.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

TechSee

OCTOBER 17, 2024

Real-World Success with Sophie AI TechSee’s visual AI has delivered significant results for businesses across various industries: Telecommunications: Reduced truck rolls by 45%, improved CSAT by 51%, and increased NPS by 47%. Smart Home: Decreased product returns by 25% and improved customer satisfaction by 18%.

White Paper 109

White Paper Customer Satisfaction Telecommunications Download 109

InMoment XI

AUGUST 19, 2024

Subjective Metrics: CX often relies on subjective metrics like customer satisfaction (CSAT) or Net Promoter Score (NPS). Net Promoter Score (NPS): A measure of customer loyalty based on their likelihood to recommend your brand. Cost of Support: The expenses associated with providing customer support. million customer connections.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Centriam Customer Experience Lab

MARCH 26, 2019

billion telecommunications company. During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.

Webinar 22

Webinar Wireless NPS Telecommunications 22

Alida

MARCH 21, 2018

Data from key indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) studies only deliver trend line data that is either going up or going down, when what teams need is insight into the key drivers of change at a more granular level. Give NPS and CSAT some context. Research experience is customer experience.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

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. The post Colt Proves NPS® is More Than Just a Number appeared first on CustomerGauge. Colt’s customer […].

NPS 78

NPS Telecommunications Customer Centricity Loyalty 78

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., The NPS score has been around for years and has seeped its way into business vernacular.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

SurveySensum

NOVEMBER 1, 2021

Recently, I received an NPS survey 15 minutes after I bought the product! So, 15 minutes after the purchase is certainly NOT the RIGHT TIME to send an NPS survey! And there have been many such instances where companies make major mistakes while sending NPS surveys. NPS is not TRANSACTIONAL. I haven’t even used it yet!

NPS 78

NPS E-support Telecommunications Feedback 78

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. Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

CX Accelerator

AUGUST 19, 2019

They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. The information that goes into it will be determined by who will be consuming it. Executives will want the headlines.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. The information that goes into it will be determined by who will be consuming it. Executives will want the headlines.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

Michel Falcon Experience

AUGUST 13, 2014

” Case Study #1 : Let’s use Rogers communication (Canada’s leading telecommunications company) as an example. This is part of the reason why the Net Promoter Score (NPS) has become popular among companies of all sizes. As you can see, they also use NPS. As of last week, this is their subject line.

Net Promoter Score 147

Net Promoter Score NPS Telecommunications Feedback 147

SurveySensum

JULY 17, 2024

dollars in the first quarter of 2024, making it the largest telecommunications company in the US and the fourth-largest telecommunications company in the world by market cap? So much so that its current NPS score is recorded to be 37, one of the highest in the industry! Did you know that Verizon’s revenue amounted to 32.48

NPS 52

NPS Wireless Loyalty Telecommunications 52

Beyond Philosophy

FEBRUARY 10, 2020

Traditional growth includes improvements in functionality in a rational way, e.g., faster processors in technology, new delivery times, or improved networks or network access for telecommunications, and other things along these lines. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

SurveySensum

JULY 21, 2022

Free NPS Calculator. Assess the NPS score after Calculation: Methods. What is a bad NPS Score? Benchmark your NPS Score. Frequently Asked Questions (FAQ) about NPS and its calculation. And if you are of the impression that the NPS calculation is filled with a ‘tough-to-crack’ formula then, let me tell you it isn’t!

Net Promoter Score 59

Net Promoter Score NPS 2021 Telecommunications 59

TechSee

FEBRUARY 26, 2019

To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. And NPS score goes through the roof. It’s the key to enhancing customer experience in telecoms, right across the board. FCR increases exponentially.

Customer Experience 95

Customer Experience Contact Center Telecommunications Download 95

Thematic

FEBRUARY 10, 2025

You get a better chance at improving not only your customer service but your net promoter score (NPS) , too. They needed to remain competitive in a fast-evolving telecommunications market. Isn’t it just great? Text analytics helps you act on feedback instantly. Just look at Vodafone New Zealand.

Insights 62

Insights Net Promoter Score Social Media Telecommunications 62

SurveySensum

APRIL 28, 2023

And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it! Many businesses use NPS as a tool to measure and improve customer loyalty. But how effective is NPS in customer service? To use NPS effectively in customer service, you need to go beyond just asking the NPS question.

NPS 52

NPS Measurement Loyalty Customer Service 52

TechSee

JANUARY 2, 2018

Real-time validation – and more accurate appraisals. Expedited claim settlements – often after the First Notice of Loss (FNOL). Increased levels of customer satisfaction – as reflected in NPS scores. Greater adjustor efficiency – reduced time in the field lowers overhead. Reduced fraud – with secure, live video.

Insurance 116

Insurance Telecommunications Contact Center Document 116

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

PeopleMetrics

DECEMBER 5, 2017

You’re measuring NPS and CSAT , and real-time alerts are coming in. 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

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. To find your NPS, you simply subtract the percentage of Detractors from the percentage of Promoters. NPS is useful for both internal and external benchmarking.

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

Thematic

OCTOBER 8, 2018

Do you measure transactional Net Promoter Score (NPS)? Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. But for 2018, the company set itself an ambitious goal: to significantly improve their transactional NPS.

Net Promoter Score 59

Net Promoter Score Telecommunications NPS 2018 59

Lumoa

JUNE 4, 2018

Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages.

Net Promoter Score 113

Net Promoter Score Customer Experience Telecommunications Marketing 113

ShepHyken

JUNE 5, 2017

by Scott Stone (CustomerThink) If you think customer experience is an issue of priority only for customer-facing industries like retail and telecommunications, think again: Statistics show that customer experience affects all industries directly. CX & NPS Trends for Influencers – 2020 Edition by CustomerGauge.

2017 74

2017 Article Airlines Customer Service 74

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . What is a good NPS? Factors that affect your NPS.

Net Promoter Score 78

Net Promoter Score NPS Social Media Culture 78

TechSee

SEPTEMBER 12, 2018

The cost involved with taking repeat calls or lowered NPS is simply not worth the amount saved on the few interactions the bot is able to handle independently. Another scenario is when success is tied with customer satisfaction – if the NPS score or survey results are positive, then the enterprise pays.

Call Center 61

Call Center Telecommunications Financial Technology 61

COPC

JUNE 24, 2024

While retail and e-commerce sectors show improvements, sectors like telecommunications and healthcare face considerable challenges. Customers who resolve their issues using SSTs report higher CSAT, lower customer effort scores (CES), and higher Net Promoter Scores (NPS).

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” One recent example happened in the telecommunications industry.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

TechSee

FEBRUARY 19, 2019

Courtney Munroe, Group VP at Worldwide Telecommunications Research moderates a session featuring the President of Global Operations & Services at AT&T, Elisa’s VP of Telco Efficiency Business, the Executive Director of KDDI Research, Synchronoss’ CMO and Telefónica’s Global Digital Product Director (Aura). Who’s there?

2019 95

2019 Innovation Telecommunications Events 95

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach is used globally in over a dozen countries in 13 languages by leading brands in banking, healthcare, insurance, telecommunications, technology, and travel industries to improve CSAT and NPS, Conversion Rate, and First Call Resolution Scores. Canada, Mexico, Philippines, India, and Europe in 13 languages.

2022 52

2022 Consumers Insights Telecommunications 52

Pointillist

SEPTEMBER 18, 2019

Solution: Customer Journey Analytics Directly Links CX to Tangible Business Outcomes & KPIs Real-time customer behavior drives the quantitative metrics that you’re measured by, like revenue, customer lifetime value, churn, NPS , and others. Everyone’s measuring it.

Customer Journey 84

Customer Journey ROI Multi-Channel Touchpoint 84