Pointillist

SEPTEMBER 28, 2021

Current systems and workforce often limit your ability to understand customers as they move across channels. The problem doesn’t improve once you get beyond the contact center where data is typically isolated within siloed systems. By taking a journey-based approach, the wireless provider was able to improve the FAQ page.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Pointillist

MARCH 20, 2020

They find that about half of customers who attempt to make their mortgage payment through the IVR successfully complete the payment while in the IVR system. They also see that 60% of customers at the prior step abort the process and request to speak to a Service Agent without attempting to pay using the IVR system.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

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

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. Ever since this system was rolled out three years ago, performance has improved quarter over quarter.

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

Ecrion

JUNE 18, 2018

can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. IoT gives insurance providers significantly more data about customers , which in turn means insurance providers can give their customers personalized, omnichannel communications.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. IoT gives insurance providers significantly more data about customers , which in turn means insurance providers can give their customers personalized, omnichannel communications.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. According to Forrester’s CX Index scoring system, telcos that increase CX score by one point will generate an additional $3.39 And by how much?

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. Traditional Customer Care Ops Systems Lack a Wholistic View. Customer Care Ops teams typically monitor customer service call volumes separately. Transform Customer Care Ops.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

ShepHyken

JUNE 2, 2017

We see our organizational limitations, and we know that most companies: Make their customers jump through hoops – because their systems & processes are outdated. Talk about what they want to sell – not what their customers really need.

Examples 75

Examples Self Service Wireless Call Center 75

Answer Dash

APRIL 17, 2020

How to measure, optimize, and scale your customer experience capability Customer experience management begins with understanding your customers and their needs. Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date.

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

Bold360

DECEMBER 1, 2016

One of the main reasons CX software systems don’t have the impact that was expected comes down to one aspect: its adoption (or lack or adoption) within the business. Adoption among the operators using the system is absolutely essential in making the software work for the business. CRMs are under-utilized for customer retention.

Software 40

Software Customer Experience Company CRM 40