Tricia Morris

OCTOBER 19, 2015

Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1. Service is a Growing CRM Investment. According to a newly published report titled Buying Intentions – CRM from Nucleus Research, service is a becoming a key CRM investment for more and more executives.

Self Service 40

Self Service Wireless Customer Service CRM 40

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. 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. Robotic service.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Service Untitled

NOVEMBER 24, 2010

On Monday, Consumer Reports published its first Naughty and Nice Holiday List. The input came from reporters and editors and covered shopping, travel, hospitality, and telecommunications, and identifies some good and some frowned upon shopping policies of 20 popular organizations. Publix offers some antibiotics for free.

Report 42

Report Consumers Wireless Policies 42

TechSee

OCTOBER 10, 2019

A collaborative contact center provides a better overall customer experience, as agents can communicate with each other in real time without putting callers on hold or introducing other elements of friction. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Tricia Morris

FEBRUARY 26, 2016

The answer is yes, all the effort that goes into improving internal and external customer service is well worth it. Based on customer interactions and technologies, we identified three stages of maturity: functional, tactical and dynamic.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

TechSee

OCTOBER 16, 2018

The Consumer Challenge. 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. Companies have taken notice of consumer preference for self-service. Virtual Assistants .

Self Service 138

Self Service Chatbots Video Wireless 138

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

Eptica

APRIL 20, 2017

Date: Thursday, April 20, 2017 The impact of the Internet of Things on customer service in Asia. According to a report from Research Nester, 36% of IoT spending will be in Asia, with investment growing at over 10% per year up until 2023. Published on: April 20, 2017.

Customer Service 50

Customer Service Wireless Connections Exercises 50

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand.

Call Center 81

Call Center Company Telecommunications Banking 81

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.

Wireless 49

Wireless Customer Success Telecommunications Customers 49

SaleMove

OCTOBER 31, 2018

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Customers crave a human connection , even when they’re interacting with your company via digital channels.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Customers crave a human connection , even when they’re interacting with your company via digital channels.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Customers crave a human connection , even when they’re interacting with your company via digital channels.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

CSM Magazine

AUGUST 1, 2017

By the 25th May 2018 all organisations serving customers across Europe need to comply with the new legislation. Yet, IT Governance reported this month that 68% of a survey sample have yet to update their processes to reflect the new data subject rights. But even worse – what if you lose all your customer data?

Wireless 58

Wireless Customer Experience Policies Loyalty 58

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 40

Government Self Service Customer Service Social Media 40

Beyond Philosophy

NOVEMBER 29, 2014

With a cry for solidarity from consumers across the U.S. A large part of what that means to us is to not open any of our GameStop, SimplyMac, Spring Mobile or Cricket Wireless U.S. We believe it’s the right decision not only for our employees, but also for our customers. Blogs Social Media Thought Leadership customer service'

Social Media 117

Social Media Wireless Retail Leadership 117

Eptica

AUGUST 5, 2016

Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Magellan Solutions

MAY 6, 2020

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand.

Call Center 52

Call Center Company Telecommunications Banking 52

CSM Magazine

JUNE 18, 2020

In fact, 87% of respondents to a Harvard Business survey reported that they’re exploring, piloting, or currently deploying MR. Here are some of the MR trends you can expect to see in the next few years. Prices will continue to drop, expanding access to even more consumers, while processing power and battery life will increase.

Trends 52

Trends Tourism Wireless Travel 52

Pointillist

SEPTEMBER 10, 2020

Customer expectations for personalization have evolved immensely. Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Unfortunately, many enterprises under deliver.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Tricia Morris

JULY 29, 2016

Customer Experience Index , and if the U.S. is any indication, the two-thirds of companies that expected their customer experience to be exceptional by 2016 haven’t had as quick of a trip up the slope as they planned. ————– Learn More About Customer Expectations. With more than 122,000 U.S.

Customer Experience 40

Customer Experience Wireless Hotels Innovation 40

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. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

West Monroe

JANUARY 23, 2022

The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. They can also provide the utility with notifications; evaluation, measurement, and verification; monitoring, control, forecasting, and reporting. An increasingly connected energy-and-utilities ecosystem.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

CSM Magazine

JANUARY 31, 2018

The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. This year, businesses should echo this technique in order to enable a more enhanced customer journey, reduced costs, improved efficiencies and far better consumer insight.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

Wired and Dangerous

MAY 5, 2021

The agreement with the Service Trades Council Union will require all visitors to wear masks when visiting the Disney theme parks, as well as subject them to temperature screening before they are allowed to enter. The same requirements will apply to Disney’s cast members, who will be screened when they report for work.

Government 91

Government Guidelines Policies Wireless 91

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

Pointillist

JANUARY 19, 2022

Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. How are you currently measuring this customer’s experience? This way, you can track every step your customers take until they achieve their goal and identify any blockers along the way.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Natalie Petouhof

SEPTEMBER 19, 2016

Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. And while this post is about customer service, we can’t really separate marketing, customer service and other disciplines. When seeking customer service <1% will call customer!

Wireless 40

Wireless Social Media Contact Center Study 40

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Meet Our Panel of Customer Experience and Customer Service Leaders: Nicholas J. CRMs are under-utilized for customer retention.

Software 40

Software Customer Experience Company CRM 40

CSM Magazine

APRIL 22, 2024

In the past, gauging listener preferences and trends relied on slow reporting from sales and radio play. For consumers, this means the music they’re presented with is increasingly reflective of their listening habits and preferences. The journey from artist to audience is not only shorter but richer in possibility.

Industry 52

Industry Customer Experience Wireless Social Media 52