Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. The first year was about building a foundation and also building a call center team to further support the mission. ,” and I couldn’t agree more.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

TechSee

OCTOBER 16, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video.

Self Service 138

Self Service Chatbots Video Wireless 138

Pointillist

MARCH 20, 2020

After service is disconnected, a high volume of customers contact the call center about the disconnect. And finally, they extend the journey to show customers who completed their payment after speaking with a call center agent. Next, a technician is sent to the residence to disconnect service, referred to as a truck roll.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Education Services Group

DECEMBER 13, 2021

The Partner Success Manager (PSM): Leads Partner Success initiatives on behalf of a global wireless networking subsidiary of a publicly-traded technology company. PSM: Top Tech: Totango, Salesforce, Company Support Portal; Supplementary Tech: Survey Monkey, Qualtrics, Company Ordering Tools. PSM: Helping customers!

Customer Success 52

Customer Success Wireless Training Tools 52

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. Most customer experience measurement programs are still heavily dependent on customer surveys as a single source of customer experience measurement. By Swati Sahai.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Heart of the Customer

SEPTEMBER 25, 2014

During this second workshop, Kelly had members take an online survey comparing the potential impact of each option to the five sets of criteria. But now, people who used to sit back and not say anything are opening the conversation.”. —————- Call center managers have seen it before.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147