article thumbnail

The Role of Customer Experience in Telco

Lumoa

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. The Impact of COVID-19 on Telco CX.

article thumbnail

3 Tactics to Transform CX and Employee Development From a Telecommunications Company

Customer Bliss

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

3 Tactics to Transform CX and Employee Development From a Telecommunications Company

Customer Bliss

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka.

article thumbnail

What Covid-19 has Taught Telecoms about Customer Experience Management

Quadient

What Covid-19 has Taught Telecoms about Customer Experience Management. To prevent this negative customer experience scenario from repeating itself, telecom companies must transform their customer communications by embracing new technologies and channels. . Customer Experience. Experience.

article thumbnail

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

article thumbnail

The Art of Customer Crisis Handling: 5 Rules to Stay Cool and Win

Beyond Philosophy

Consistent communication in a crisis also demonstrates to customers the organization’s commitment to the customer’s satisfaction. In the case of the telecommunications line situation, I was at a wedding reception when this happened on a Saturday night. Generally, this rule presents good advice for the organization.

article thumbnail

What Telcos Can Learn About CX From Other Industries (And The Other Way Around)

Lumoa

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.

Industry 208