Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. The Impact of COVID-19 on Telco CX.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement 210

Measurement CEM Telecommunications Wireless 210

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. INTRODUCTION.

CEM 40

CEM Strategy Insurance Abandon Rate 40

PeopleMetrics

DECEMBER 27, 2019

IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 82

CEM Telecommunications Software Analytics 82

PeopleMetrics

AUGUST 7, 2019

Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. Here’s one way you can go about building an ROI case with internal data: Determine the customer lifetime value (CLV) for each of your average clients, or the average revenue you can expect from the client—say, on average, $100,000 per client.

Leadership 70

Leadership ROI CEM How To 70

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. And these unstructured comments are not just for solicited, transactional surveys. Enter text analytics.

Analytics 79

Analytics CEM Telecommunications Hotels 79

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them?

Company 117

Company Net Promoter Score Hospitality CEM 117