TechSee

DECEMBER 19, 2018

With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular. 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.

Sales 84

Sales Wireless Innovation Connections 84

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Company 133

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Oracle

MAY 24, 2021

Wireless LED lightbulbs. The serious DIYer should consider investing in smart tools that can connect via Bluetooth to phones and other devices that help program them for daily use. Smart thermostats adjust to meet your heating and cooling preferences throughout the day. Does your library offer thermal leak detectors on loan?

Tools 42

Tools Innovation Wireless System 42

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 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). We’ve updated it for 2017.

Trends 171

Trends Customer Experience Wireless Entertainment 171

TechSee

MAY 15, 2018

While the connected home market is growing steadily, it certainly has not exploded. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Interoperability and Stability. Steps to overcome obstacles to adoption.

Analysis 111

Analysis Marketing Self Service Wireless 111

Talkdesk

APRIL 7, 2020

Opentalk 2020 Virtual includes a full day of thought-provoking content and presentations, including keynotes from Talkdesk® executives and CX visionaries, as well as on-demand breakouts featuring Talkdesk experts, customers and industry leaders. Four specific strategies for wowing customers every time. Sign up by May 1, 2020.

Customer Service 81

Customer Service Contact Center Wireless Leadership 81

Clarivate

JANUARY 19, 2024

The Chinese economy’s future hinges on innovation, prompting increased investment in R&D in strategic technology areas such as AI, wireless communication, and biopharmaceuticals. While the unknowns of AI are top of mind, there are many variables in the IP legal industry projected to influence 2024.

Industry 59

Industry Wireless Trends Financial 59

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. CMOs become customer-obsessed.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

TechSee

MAY 24, 2021

Customers simply do not want to admit technicians into their homes. These safety precautions have given way to the era of remote technical support, where a technician can advise or guide a customer on how to unbox, install, or troubleshoot their home security system in DIY mode. Impress customers with easy installations/replacements.

Self Service 124

Self Service Contact Center Wireless Video 124

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

North Highland

JULY 10, 2019

Netflix and Whatsapp), fixed wireless access (wireless internet) opportunities, and network slicing. 5G enables customers to cross all sections of the product spectrum in one transaction – there are no longer siloed pockets of “data customers,” “mobile customers,” or “broadband customers.” Network slicing.

Wireless 49

Wireless Video Entertainment Innovation 49

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 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). We’ve updated it for 2017.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. NPS needed to be connected to business growth immediately to be seen as successful.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. For Telstra, outsourcing means better service.

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service.

Customer Service 52

Customer Service Government Wireless Contact Center 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. 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. Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. 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. Absolutely.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Guavus

JANUARY 21, 2019

Data speeds of up to 20 times faster than existing LTE deployments at 10 or even 20 gigabits per second will make new apps and services—such as ultra-HD video and fixed wireless Internet—a reality over the mobile network. These additional connections will become critical as more and more IoT devices are supported.

Wireless 42

Wireless Analytics Video Connections 42

datastax

FEBRUARY 19, 2019

4G boosted mobile internet latency so people could rapidly download movies on their phones and shop without glitches, but 5G promises to take things to the next level with network speeds that will ramp up IoT connectivity , allow for a wider range of services, and provide opportunities for new, disruptive business models. READ NOW.

Data 79

Data Strategy Management Wireless 79

Alliance by IFS

OCTOBER 30, 2019

With field service IoT , FSOs can simplify asset maintenance, improve equipment uptime and ultimately elevate customer satisfaction. By 2025, the global number of IoT connected devices is expected to grow to 22 billion. This creates an experience in which the customer is more hands-off, yet receives better outcomes.”. “We

Software 70

Software Wireless Competitive Advantage Customer Satisfaction 70

Centercode

JANUARY 15, 2021

Before smartphones, wireless internet, and connected products became the norm in American households, interest in buying and using these products was a lot more niche. Excitement about the possibilities of technology (rather than the real-world outcomes) makes tech enthusiasts hungry for new innovation. Bring it on.

Consumers 95

Consumers Wireless Technology eBook 95

CXApp

JANUARY 11, 2018

No doubt, there is much to see and do and consider when it comes to accounting for the new tech and innovations in your personal and professional life. But when it comes to the trends we're seeing, we picked a few that stuck out that can impact your customer experience strategy for 2018.

Trends 40

Trends Wireless Conference Connections 40

Eptica

APRIL 20, 2017

Date: Thursday, April 20, 2017 The impact of the Internet of Things on customer service in Asia. No wonder that ABI Research predicts there will be 30 billion IoT devices connecting to the internet by 2020. Published on: April 20, 2017. In China, the Internet Plus initiative aims to integrate IoT with its manufacturing industries.

Customer Service 50

Customer Service Wireless Connections Exercises 50

C Space

NOVEMBER 28, 2018

Elizabeth Caffrey is an Associate Director of C Space’s Product Innovation team. History paints him as a pretty unlikeable figure, but he was an innovator in his own right. Everything is going to be wireless. In a digital and wireless world, with one device for everything, who needs coins and cash? Elizabeth Caffrey.

Wireless 45

Wireless Sports Healthcare Consumers 45

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. Meeting heightened end-customer expectations. HORSHAM, PA (December 10, 2018) — Astea International Inc.,

Management 83

Management Company Self Service Wireless 83

Magellan Solutions

MAY 6, 2020

Companies that outsource call center ops have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. For Telstra, outsourcing means better service.

Call Center 52

Call Center Company Telecommunications Banking 52

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. Meeting heightened end-customer expectations. HORSHAM, PA (December 10, 2018) — Astea International Inc.,

Company 62

Company Self Service Wireless Software 62

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. While this might make your customers happy, it ends up shredding your bottom line. Because of this, you need to keep all of the customers you can.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. While this might make your customers happy, it ends up shredding your bottom line. Because of this, you need to keep all of the customers you can.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Middlesex Consulting

FEBRUARY 19, 2017

These include Engine Health Monitoring, which tracks on-wing performance using onboard sensors; lease engine access to replace an operator's engine during off-wing maintenance, thereby minimizing downtime; and a global network of authorized maintenance centers to ensure that world-class support is readily available to customers whenever required.

Airlines 60

Airlines Wireless Financial System 60

Kustomer

MAY 28, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Blake Morgan joins Gabe Larsen to discuss the importance of focusing on the customer and its role in attracting more customers. For the last 12 years, Blake has been in the customer service industry as either a practitioner or thought leader.

Culture 52

Culture Customers Competitive Advantage Innovation 52

West Monroe

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. This includes both front-of-meter (FTM) DERs, such as large renewable energy facilities and electricity storage, and behind-the-meter (BTM) DERs, such as customer-owned renewables, electric vehicles (EVs), and battery storage. Chapter 1: Distributed energy resources.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Hero Digital

AUGUST 5, 2019

Then, customers were given an option: Be a “worrier or a warrior.”. Viewers could accept a meeting invitation with Bottomline (Sales) directly from the interactive video, which was shipped with prepaid wireless to report engagement metrics back to marketing teams at Hero and Bottomline. Not interested in a meeting right now?

B2B 42

B2B Examples Marketing Video 42