Guavus

FEBRUARY 11, 2019

If telecom providers are to enrich their customer engagement and value in ways that increase their profit margins, they need to capitalize on the privileged position they enjoy in the digital food chain. CSPs should be using their customer data and analytics to win some of this business back. Measure subscriber QoE.

Customer Experience 51

Customer Experience Marketing Video Analytics 51

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on. It Took Too Long.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on. It Took Too Long.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on. It Took Too Long.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

Pointillist

SEPTEMBER 10, 2020

While campaign management puts your customers into the context of marketer-defined campaigns, customer journey orchestration puts all the resources of your customer into the context of your customer’s individual experience. Customer expectations for personalization have evolved immensely.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Pointillist

SEPTEMBER 28, 2021

More than half of customers engage with three to five channels during each journey they take. Compound enough poor quality interactions together and you may put customers at risk for churn. Contact centers often apply speech and text analytics tools to analyze interactions through their IVR, chat and call systems.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Calabrio

JANUARY 6, 2016

When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Machine-to-machine (M2M) communication, a term referring to technologies that enable wireless and wired systems to communicate with each other, will be the channel of the future.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Avaya

JUNE 1, 2017

It’s now imperative that today’s stadiums be upgraded or retrofitted with wireless solutions that can guarantee uninterrupted game day experiences. It’s team analytics. It’s stadium analytics. Even as recently as two years ago it was a struggle to get a signal inside some venues. It’s fanalytics!

Sports 50

Sports Technology Engagement Wireless 50

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Avaya

SEPTEMBER 29, 2016

To build the Smart City foundation that 22 Capital Partners and Avaya have envisioned, we’ve rolled in Avaya’s Software-Defined Network (SDN-Fx) technology, Contact Center, Unified Communications, Customer Engagement and Avaya Breeze™ software solutions. Meanwhile, the dispatch center can push video on how to perform CPR, for example.

Government 40

Government Healthcare Contact Center Video 40

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Dennis Wakabayashi. Flavio Martins. Jim Tincher.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Dennis Wakabayashi. Flavio Martins. Jim Tincher.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alliance by IFS

JANUARY 30, 2017

This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber. Customer engagement. Employee productivity. Improved collaboration. Cost savings. Employee satisfaction.

Connections 50

Connections Competitive Advantage Wireless Return on Investment 50

Pointillist

OCTOBER 22, 2018

The most impactful uses of artificial intelligence help you to better understand the different types of customer data gathered and make better sense of it. Use AI-based Text Analytics to Analyze Customer Feedback. Text analytics adds context and color to the information you receive through your customer experience metrics.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Bold360

DECEMBER 1, 2016

Choosing software that does not include analytics. Taking a data-driven approach to identify and understand customers before developing a strategy and designing a solution can pay massive dividends to your business and customers. Another important feature is messaging services customization capabilities and analytics.

Software 40

Software Customer Experience Company CRM 40

CSM Magazine

APRIL 22, 2024

This transformation isn’t just about convenience; it alters how customers engage with music, crafting experiences that are personal, immediate, and increasingly interactive. Let’s explore this digital metamorphosis and its profound impact on customer experience.

Industry 52

Industry Customer Experience Wireless Social Media 52

Pointillist

AUGUST 26, 2019

Analyze NPS within a Journey-based Context “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences. To get the full picture, you also need to understand actual customer behavior. For the first time, you can learn precisely what impacts your NPS scores.

NPS 79

NPS Strategy Net Promoter Score How To 79