Gainsight

NOVEMBER 16, 2023

Telefónica Germany is one of the leading integrated telecommunications providers in Germany. They offer mobile and landline services for private and business customers as well as innovative digital solutions based on infrastructure and the analysis of mobile data.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. About Alvin Stokes.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. .

Engagement 103

Engagement How To Telecommunications Customer Centricity 103

Calabrio

JULY 5, 2016

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

CSM Magazine

APRIL 27, 2022

As the pioneer in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform empowers a customer-centric culture, using quantified empathy to align business and technical teams to effectively prioritize customers needs based on business impact.

Metrics 52

Metrics Telecommunications Ecommerce Contact Center 52

ijgolding

AUGUST 18, 2015

Instead of doing things that are right for the shareholder within legal boundaries, why can’t companies do what is right for the customer, employee AND shareholder within legal boundaries? All of these examples prove how difficult it is to find a genuinely and Customer Centric organisation… anywhere on the planet.

Customer Experience 120

Customer Experience Retail Customer Centricity Telecommunications 120

NobelBiz

FEBRUARY 23, 2023

Flexibility Comprehensive and inflexible software that enables dealing with customers simply and quickly. Domain Useful and efficient for customer-centric businesses. Focuses on creating a communication link between employees inside an business, as well as customers. Compatibility Cannot be fragmented for specific usages.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Flexibility Comprehensive and inflexible software that enables dealing with customers simply and quickly. Domain Useful and efficient for customer-centric businesses. Focuses on creating a communication link between employees inside an business, as well as customers. Compatibility Cannot be fragmented for specific usages.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

Optimove

MARCH 10, 2022

It’s especially true when this client is a telecommunications brand. Because, as opposed to your run-of-the-mill brick-and-mortar retailer, for example, telco companies bring with them two “legacy” differences: 1) they were always offering a multichannel customer journey.

Brands 52

Brands CRM Telecommunications Call Center Solutions 52

NobelBiz

JULY 31, 2023

Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. Call queuing is an indispensable telecommunication feature that places incoming calls in a sequence based on various criteria.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Call Experts

JULY 27, 2023

From improving response times to providing personalized interactions, a call center can be a game-changer for organizations looking to elevate their customer service and thrive in today’s competitive landscape. Metrics to Track for a Successful Customer Service Call Center The business landscape today is primarily customer-centric.

Call Center 52

Call Center Customer Service e-support Contact Center 52

Customer Guru

MARCH 7, 2018

Subsequently, she served as the Manager of Customer Experience at KPN, a Dutch telecommunications company, where she was hugely successful in making the organization more customer-centric. What is your word of advice for businesses embarking on the journey of customer-centricity?

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

Russel Lolacher

JUNE 14, 2020

Weirdly, both telecommunications companies). Instead, they wait for their customers to figure out they are paying too much and then wait for them to come in or call to address it. How is this serving the customer? Now is this putting the customer first? It’s not customer-centric. MOBILE SERVICE.

Telecommunications 75

Telecommunications Customer Centricity Communication Customers 75

Beyond Philosophy

SEPTEMBER 27, 2017

Customers were so upset that Sen. Bill Nelson (D-FL) stepped in and wrote a letter to nine telecommunications companies asking them to provide rebates for service fees during outage periods and issue a 60-day moratorium on late fees. In short, it would be attuned to its customers’ emotional reactions.

Wireless 117

Wireless Telecommunications Financial Customer Experience Professionals 117

Second to None

AUGUST 9, 2018

One recent example happened in the telecommunications industry. Because they were basically the only option for customers, many cable providers managed to maintain consistent profit levels and customer retention rates even though their customer service and satisfaction scores were increasingly dropping.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

NobelBiz

JANUARY 16, 2024

By utilizing the expertise and skills of the agents, businesses can effectively nurture strong customer relationships and foster exceptional customer experiences. The importance of call center campaigns in the customer-centric era cannot be overstated. Why Are Call Center Campaigns Important?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

SurveySensum

JUNE 24, 2019

Things are ever pacing up in the telecom industry as technology is making it more customer-centric and the biggest reason behind is the dawn of Artificial Intelligence (AI). Customer feedback collected and analyzed by using algorithms can redefine the way telecom companies used to take care of customer satisfaction.

Net Promoter Score 40

Net Promoter Score Feedback Industry NPS 40

Clarabridge

SEPTEMBER 27, 2017

Most companies keep social media and customer analytics boxed away, but fail to realize that Omni-channel analytics should filter throughout the entire organization. This helps keep everyone in your organization aligned and creates a customer-centric culture. Follow Denasia.

Omni-Channel 40

Omni-Channel Analytics Social Media Telecommunications 40

inQuba

JUNE 21, 2022

The popular chat app, now an essential element of today’s CX toolkit, is the most popular app globally, and customer-centric businesses are adopting the channel to ensure value delivery at every step of the customer journey. Customer Acquisition (Telco). This is where WhatsApp has really succeeded.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52

ijgolding

NOVEMBER 12, 2015

My word, they don’t make it easy for customers to connect with them. Ironic given there a telecommunications company – so when I finally got past the irritating IVR and to the place I though I needed to be I of course hit the queue. Have you ever tried to get through to Vodafone?

Industry 120

Industry Omni-Channel Customer Experience Social Media 120

Kustomer

APRIL 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Peter Fader to discuss the different types of customers and how to have customer centricity. He also consults and works in many different markets, from telecommunications to financial services.

How To 64

How To Customer Centricity Net Promoter Score Metrics 64

SurveySensum

JUNE 29, 2023

And Salesforce’s fifth edition of the State of the Connected Customer report reveals that 94% of customers continue buying from the same brand that gives a positive customer service experience. So, HOW can you ensure delivering exceptional customer service?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

Michel Falcon Experience

AUGUST 13, 2014

” Case Study #1 : Let’s use Rogers communication (Canada’s leading telecommunications company) as an example. “Your Feedback is Requested – Rogers Customer Experience” is mundane and doesn’t make me want to engage. What other features do you look for in an email customer survey?

Survey 147

Survey Net Promoter Score Case Study NPS 147

Second to None

JANUARY 22, 2019

That often means thinking about problems your customers have never imagined and then deploying both new and existing technology to solve them. The foundation for all telecommunications systems is the network. You succeed by chasing service to the customer. Think at a higher altitude. It all starts with how you think.”

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

SurveySensum

JUNE 15, 2023

Did you know that a whopping 75% of customers consider customer service as a key factor in their purchase decisions? It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores.

How To 52

How To Effort Score Customer Satisfaction Survey 52

Alliance by IFS

OCTOBER 8, 2019

By adding Astea to its already robust platform , the combined company will be in an even stronger position to take advantage of major industry trends like servitization to drive more value for customers in all focus industries. Astea’s customers include blue-chip global brands and Fortune 500 companies across the globe.

Leadership 93

Leadership Financial Telecommunications Software 93

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity.

Net Promoter Score 60

Net Promoter Score NPS Banking Telecommunications 60

Wootric CX Blog

FEBRUARY 14, 2019

She has held chief positions in customer success, services, account management and support at companies such as: Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

InMoment XI

FEBRUARY 1, 2024

Spotlight is essential in ensuring that customer communications meet the necessary standards. This aspect is crucial for highly-regulated businesses in industries like finance, healthcare, and telecommunications. Spotlight can help monitor and analyze customer communications, ensuring they adhere to industry regulations and standards.

Analysis 260

Analysis Analytics Social Media Loyalty 260

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

Responsetek

MAY 8, 2018

Align Operating Principles to be Conducive with CEM Program Goals: Be sure operating principles serve the customer commitment. Leading customer-centric organisations demonstrate their ability to execute repeatedly and consistently because they provide their managers guiding operational principles. CONCLUSION.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Magellan Solutions

FEBRUARY 26, 2022

On top of their natural-sounding accent and diction, Filipinos are mostly known for their customer-centric approach. As a multinational telecommunications company, it subcontracts its customer service and technical support.

Government 40

Government Insurance Innovation Telecommunications 40

PeopleMetrics

MAY 7, 2015

In the study, we asked B2B telecommunications buyers to consider how their eventual providers delivered value in the prospect experience. (And they're exclusive findings we didn’t include in our final ebook— which you can find here , should you be interested in similar insights into the prospect experience.).

Customer Experience 48

Customer Experience Net Promoter Score How To B2B 48

Gainsight

OCTOBER 7, 2019

Unity technologies, ADP, and Slack are just some of our new Gainsight customers. We have customers from a variety of industries, including Computer software, Corporate Services, Telecommunications, Financial Services, and Healthcare. There’s finally a solution for company wide customer-centricity: The Customer Cloud.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147