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. This is why embracing insurance technology is so important. In the last few years, the insurance industry has made strides by adopting new technologies.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Oracle

JULY 14, 2020

Shoppers can then use the Glympse platform to share their location when they’re on the way, and a geofence trigger alerts the retailer’s staff when the customer is about to arrive. The shift to work from anywhere has also spawned the explosion of virtual engagement technologies. The consumer holds a payment device (e.g.

Trends 111

Trends Customer Experience Wireless Consumers 111

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

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Tricia Morris

SEPTEMBER 25, 2015

In a highly competitive telecommunications industry, nTelos Wireless is a regional provider striving to inspire customer growth and loyalty by better connecting with its customers and the communities it serves. A Focus on Customer Convenience. A Vote for Better Customer Care. You can read more here.

Self Service 40

Self Service Wireless Customer Service Telecommunications 40

Tricia Morris

OCTOBER 19, 2015

Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1. of customers will first visit a company’s website to resolve their issues. And it’s not just the customers who are benefiting. Customer Service Maturity Yields Measurable Gains.

Self Service 40

Self Service Wireless Customer Service CRM 40

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. Telecommunications and Technology Companies. Utility Sector.

Call Center 52

Call Center Company Telecommunications Banking 52

Interactions

JANUARY 23, 2019

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. It’s important to note that when most customers call, they’re already in a state of stress. Here are the challenges they often face: 1.

Wireless 48

Wireless Self Service Call Center System 48

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Gainsight

JANUARY 18, 2021

Commerce, Customer Care, and Content . Whether from a career or product perspective or both, he saw that the wireless-mobile industry was the future for him. Anand discovered that where he was progressing was to focus hard on customer centricity and care as a use case, as part of a messenger platform.

Wireless 52

Wireless Contact Center Software Leadership Software 52

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. Let’s dive into the first category of these customer journey analytics examples.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

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

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

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

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. in per-customer incremental revenue.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Guavus

JULY 10, 2018

Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. In order to keep up, cable and internet providers are constantly upgrading their networks both at the head-end and customer premise to handle new applications and services. Customer Experience is Affected.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. Shep Hyken.

Examples 75

Examples Self Service Wireless Call Center 75

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. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. In fact, sometimes it can seem.

Software 40

Software Customer Experience Company CRM 40

Natalie Petouhof

SEPTEMBER 19, 2016

Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. And while this post is about customer service, we can’t really separate marketing, customer service and other disciplines. 74% new technology makes their life easier. Why does it matter?

Wireless 40

Wireless Social Media Contact Center Study 40