CSM Magazine

JANUARY 19, 2018

Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. That doesn’t mean call centers and brick-and-mortar stores are no longer relevant; in fact, personalized assistance via phone, app and face-to-face are still critical to customer satisfaction.”.

Wireless 49

Wireless Social Media Customer Service Telecommunications 49

Storyminers

JUNE 3, 2022

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 147

Trends Customer Experience Wireless Entertainment 147

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 171

Trends Customer Experience Wireless Entertainment 171

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

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

PeopleMetrics

JANUARY 12, 2015

Here are a few examples from our client base: One of our clients, a B2B telco provider, wants to reduce customer churn. So every quarter, leaders cross-reference customer feedback data with churn levels. senior-level champions, line leaders, product people, IT, HR, sales, marketing, or customer care).

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

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