Storyminers

JANUARY 12, 2017

Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). Together, we worked on the wireless drive-thru experience for McDonald’s. Steve taught me how to design a business to be adaptive to its customers’ needs.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Magellan Solutions

MAY 6, 2020

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor.

Call Center 52

Call Center Company Telecommunications Banking 52

Pointillist

SEPTEMBER 28, 2021

This is problematic, as top-level metrics make it difficult to: Ensure that experiences are consistent across all service channels Quantify the impact that individual customers have on each contact center metric Connect contact center metrics to business outcomes like revenue, customer lifetime value, retention and cost to serve.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Ecrion

JUNE 18, 2018

The Internet of Things, or IoT, is simply this: connecting everyday things to the internet that you wouldn’t normally think to connect to the internet. can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. Don’t worry, you’re not alone. Now, think about those things now.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

The Internet of Things, or IoT, is simply this: connecting everyday things to the internet that you wouldn’t normally think to connect to the internet. can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. Don’t worry, you’re not alone. Now, think about those things now.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. The key to success in both is to understand each customer’s unique journey context.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

TechSee

APRIL 10, 2019

While Comcast, BT, Verizon, Vodafone and T-Mobile are industry leaders, the principles underpinning each of these projects can be easily applied to your business to deliver a better customer experience. This omnichannel CX is increasingly expected by today’s customers. Comcast – Omnichannel support.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Guavus

JULY 10, 2018

At the 2018 Linux Forum Open Networking Summit , it was predicted that the average internet user will consume 1.5GB per day and connected cars and airplanes will consume 4 and 5TB per day respectively by 2020. Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

ShepHyken

JUNE 2, 2017

If you put all these things together, it’s easy to see the pattern – we’re consistently sacrificing customer relationships (our lifeblood) by focusing only on the next day, the next week, or the next quarter – at the expense of something healthier and more sustainable. We’ve effectively become the victims of our own success.

Examples 75

Examples Self Service Wireless Call Center 75

Answer Dash

APRIL 17, 2020

Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date. You can also bring in tools like customer surveys and UX research which can help you dig deeper and understand your customers’ priorities. Do your target customers care more about certain things than others?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

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. Show podcast and a regular contributor to Forbes.

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. Show podcast and a regular contributor to Forbes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Natalie Petouhof

SEPTEMBER 19, 2016

60% connect to the Internet wirelessly when they are away from work or home. They are different than The Boomer Generation in that social networks & technology are their L IVES ! Here’s some stats: 75% created a profile on a social networking site. 55% visit those sites once/day. 88% text each other.

Wireless 40

Wireless Social Media Contact Center Study 40

Bold360

DECEMBER 1, 2016

CX focuses on the experience between the customer and the business. Your operators are the living, breathing voice of your business and they need to feel like they can connect with a customer in order to deliver to them a positive experience. CRMs are under-utilized for customer retention. The pipe ends here, by choice.

Software 40

Software Customer Experience Company CRM 40