CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

InMoment XI

APRIL 24, 2024

By leveraging advanced technology such as AI-powered chatbots, predictive customer analytics , and telecommunication tools, these centers streamline workflows, reduce wait times, and optimize resource allocation. The benefits of healthcare contact centers extend beyond mere convenience.

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Implications: Product Development: Develop AI models that analyze customer data (purchase history, browsing behavior, demographics, sentiment) to predict individual needs and preferences.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

Customer Bliss

MARCH 29, 2017

They work wonderfully as platform for creating your culture and articulating important customer touchpoints as you develop your journey framework – a highly useful tool to align a values-based customer service organization. Defining these values are essential in establishing your customer experience. million pick-up, 8.7

Leadership 208

Leadership Culture Telecommunications Customers 208

GetFeedback

AUGUST 7, 2019

Field Service Lightning is most commonly used for industries like public utilities and transportation, vending machine services, telecommunications, waste management, financial services, retail, professional services, manufacturing, and child care. Let’s revisit the example of cable installation.

Telecommunications 170

Telecommunications Transportation Feedback Customer Satisfaction 170

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

Thematic

FEBRUARY 10, 2025

They needed to remain competitive in a fast-evolving telecommunications market. They were able to prioritize critical issues, such as improving specific customer touchpoints, while aligning their strategies to meet evolving demands. How can you be left behind if you have such insights?

Insights 62

Insights Net Promoter Score Social Media Telecommunications 62

Optimove

APRIL 13, 2023

To increase engagement, combine your outbound and inbound channels using Optimove’s super-smart orchestration capabilities and deliver that all-important seamless customer experience across all touchpoints. The post Can Optimove Help Telecommunications Brands Optimize Marketing Performance? appeared first on Optimove.

Telecommunications 52

Telecommunications Brands Marketing Multi-Channel 52

Oracle

JANUARY 23, 2019

As Passage AI CTO and co-founder Madhu Mathihalli writes for TotalRetail , “customer support is one of the most important touchpoints for consumers.” For instance, telecommunications leader Vodafone can predict network and device problems before they arise. Doorways to safety, efficiency, and innovation.

Telecommunications 110

Telecommunications Touchpoint Innovation Retail 110

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. This blog will share some of the highlights of the webinar.

2023 88

2023 Telecommunications Customer Experience Multi-Channel 88

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. This is a red flag because these customers have several touchpoints. Selection of Service and Technologies.

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

TechSee

JANUARY 2, 2018

In addition, insurance companies must find ways to generate positive customer experiences during every touchpoint with the company. These devices may include in-vehicle telecommunication systems (telematics), smart smoke and CO detectors, and alarm systems. Visual engagement enhances the claim experience.

Insurance 116

Insurance Telecommunications Contact Center Document 116

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. For example, a telecommunications provider might promote new mobile phones for a customer who is due for an upgrade.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

InMoment XI

FEBRUARY 1, 2024

This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints. This aspect is crucial for highly-regulated businesses in industries like finance, healthcare, and telecommunications. Spotlight is essential in ensuring that customer communications meet the necessary standards.

Social Media 195

Social Media Metrics Telecommunications Insights 195

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. The best support experiences still rely on real human interaction at specific touchpoints. Sometimes, these failures exist in specific touchpoints. image source: superoffice.com.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

Kustomer

DECEMBER 21, 2021

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. The best support experiences still rely on real human interaction at specific touchpoints. Sometimes, these failures exist in specific touchpoints. image source: superoffice.com.

Customer Experience 95

Customer Experience E Commerce Multi-Channel Omnichannel 95

PeopleMetrics

DECEMBER 5, 2017

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. This final touchpoint can improve NPS and reduce churn by shifting the customer’s lasting perspective of their overall experience.

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

COPC

JUNE 24, 2024

While retail and e-commerce sectors show improvements, sectors like telecommunications and healthcare face considerable challenges. Ensure uniformity in service delivery across all customer touchpoints to build trust and loyalty. Bridging the Discrepancy: Specific Comparisons The state of CX can vary significantly across industries.

E Commerce 76

E Commerce Customer Experience Net Promoter Score 2024 76

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

Optimove

APRIL 6, 2023

In the same Forrester report mentioned above, the VP of analytics from a telecommunications company said, “As a provider of international services, we have a highly fragmented customer base, and each community is a different segment. They all have their currencies, languages, and operators.”

2023 98

2023 Marketing Telecommunications Insurance 98

Pointillist

SEPTEMBER 18, 2019

Today, your customers expect a consistent, high-quality experience, as they interact with your organization across an ever-growing set of touchpoints and channels. This example shows how a leading telecommunications company measured the impact of a newly automated messaging solution on NPS.

Customer Journey 84

Customer Journey ROI Multi-Channel Touchpoint 84

CSM Magazine

APRIL 14, 2021

Calabrio , the customer experience intelligence company, has been selected by Spark , New Zealand’s largest telecommunications and digital services company, to supply a cloud-based workforce management (WFM) solution as part of its Unified Front Line initiative.

Multi-Channel 52

Multi-Channel Telecommunications Touchpoint Retail 52

OpinionLab

MARCH 25, 2019

The study concludes that “improving major touchpoints such as customer service, while a common and often necessary starting point, does not yield the best returns. CX initiatives enjoy greater success when they improve the customer journey or deliver a unique experience to differentiate in the market”.

Customer Experience 74

Customer Experience Contact Center Omnichannel Retail 74

Totango

JUNE 26, 2020

As SaaS customers tighten their belts to survive the pandemic, there are expected to be major to severe revenue losses across more than half-a-dozen critical industries, including banking and finance, telecommunications, manufacturing, and others. This reduction in cash flow is likely to increase rates of SaaS customer churn.

Customer Retention 98

Customer Retention Telecommunications Communication Customer Success 98

Kerry Bodine

AUGUST 14, 2020

Can you give some examples of identifying a journey in the telecommunications industry? UX folks are generally focused on designing specific digital touchpoints, like a website or a mobile app. Zeroes in on a specific goal, task or challenge for your customers with a defined beginning and end. Design The Journey.

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Pointillist

MARCH 22, 2018

It is necessary to have an omnichannel view of the customer throughout the journey, over time and across multiple touchpoints. Customer journey analytics is a breakthrough technology that provides the power to look across millions of complete journeys connecting multiple touchpoints over different channels and time periods.

Customer Journey 71

Customer Journey Hotels B2B Touchpoint 71

SurveySensum

JUNE 9, 2023

How to choose the right kind of customer satisfaction survey at different touchpoints? How likely are you to recommend our telecommunications services to friends or colleagues? Would you recommend our telecommunications services to friends or colleagues based on the recent network coverage experience? Let’s get into it!

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Effort Score Telecommunications 52

Optimove

MARCH 9, 2023

An MMH helps brands personalize their marketing messages for each customer across channels like web, email, mobile, text, social, and more on every campaign and customer touchpoint. For instance, the VP of analytics at a telecommunications firm said, “Optimove allows us to manage the 70 markets we have to deal with weekly.”

Marketing 52

Marketing Social Media Telecommunications ROI 52

OpinionLab

MARCH 25, 2019

The study concludes that “improving major touchpoints such as customer service, while a common and often necessary starting point, does not yield the best returns. CX initiatives enjoy greater success when they improve the customer journey or deliver a unique experience to differentiate in the market”.

Customer Experience 60

Customer Experience Contact Center Omnichannel Retail 60

Think Customers

JUNE 16, 2022

Design a Total Experience were the digital touchpoints feels like a more personal set of meaningful moments within the journey. Total Experience in action: When a telecommunications provider wanted to reduce customer churn, proactive solutions helped. Use hyper-personalization to make every touchpoint more impactful.

E Commerce 52

E Commerce Telecommunications Touchpoint Brands 52

eglobalis

DECEMBER 17, 2024

Moreover, dynamic content personalization allows brands to customize marketing campaigns, emails, and product recommendations, ensuring that every touchpoint aligns with the individuals journey. For example, predictive AI in telecommunications has reduced churn rates by detecting service disruptions and addressing them pre-emptively.

2025 347

2025 Net Promoter Score B2B Multi-Channel 347

Experience Matters

APRIL 7, 2015

Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint. With over 60 telecom clients, we are experts in CEM for telecommunications; we’ve gained a deep understanding of its pain points, organizational complexities, best practices and benchmarks.

2015 97

2015 Multi-Channel 2014 CEM 97

Pointillist

SEPTEMBER 26, 2018

A top 5 US telecommunications provider made a significant investment in automated customer messaging to improve Net Promoter Score and increase Customer Lifetime Value. The right measurements will help you evaluate your customers’ experiences at every touchpoint, as well as the impact those touchpoint experiences have on your business.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

Inbenta

SEPTEMBER 29, 2021

Ensure you’re using the correct contact touchpoints. She has gained extensive international Product Marketing, Market Research, Sales Enablement, and Business development experience across SaaS, Telecommunications, Video Conferencing, and Technology sectors within companies such as Sony, Cisco, Cogeco Peer 1, and Dimension Data/NTT.

Telecommunications 59

Telecommunications Interaction Measurement Feedback 59

Call Experts

JULY 27, 2023

Telecommunications The telecommunications industry heavily relies on customer service call centers to handle billing inquiries, technical support, service activations, and service disruptions. As you can see, numerous industries benefit from customer service call centers.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Team HGS

SEPTEMBER 30, 2019

We relay to our client critical consumer journey interactions at all touchpoints, from Engage, Buy, Bill, and Care to Repair and Retain. And that means creating and relaying value to our brand clients through action and results, rather than through mere summarization, and description.

Brands 40

Brands Social Media Contact Center 2006 40