TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. Most recently, Verizon and Vodafone have started experimenting with the technology. Augmented Reality.

Self Service 164

Self Service Wireless Competitive Advantage Consumers 164

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). 2016 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

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

BirdEye

DECEMBER 29, 2021

If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later). For now, here’s a fun fact – the first credit card reader was created in 1979, and the majority of terminals today still use that original technology.

Wireless 98

Wireless Sales Conference Connections 98

BirdEye

DECEMBER 29, 2021

If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later). For now, here’s a fun fact – the first credit card reader was created in 1979, and the majority of terminals today still use that original technology.

Wireless 98

Wireless Sales Conference Connections 98

CloudCherry

MARCH 15, 2018

The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) but are making it a point to tell their friends and social connections about their frustrating experiences. The result?

Wireless 210

Wireless Customer Retention Call Center Advertising 210

Oracle

JULY 14, 2020

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Contactless consumer experiences: payments. Contactless consumer experiences: curbside pickup.

Trends 111

Trends Customer Experience Wireless Consumers 111

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

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. Serve Customers with Passion. Build the Foundation and Improve Upon it.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

TechSee

JANUARY 28, 2020

Adobe noted a 43 percent uptick in this behavior, surely a great sign for retailers that had labored to improve their digital offerings and experiences ahead of the 2019 holiday rush. Days later, it was back in the hands of the customer. The good news is new technology is proving to be an effective tourniquet.

Retail 136

Retail Self Service Wireless Consumers 136

CSM Magazine

JUNE 7, 2023

Broadband specialists, Quickline Communications, speeds up customer service and service delivery in £1m+ contract with makepositive, part of Sabio Group. The £1m-plus collaboration marks an important milestone as Quickline continues to invest in optimising its operations and delivering exceptional services to its customers.

Wireless 52

Wireless Telecommunications Customer Service Multi-Channel 52

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). 2016 Answer.

Trends 100

Trends Customer Experience Wireless Entertainment 100

CSM Magazine

AUGUST 10, 2023

Sabio Group , the digital customer experience (CX) transformation specialist, has announced it has been named as a supplier on Crown Commercial Service’s Network Services 3 (NS3) framework. We’re eager to support them in their digital customer experience transformation journeys.”

Groups 52

Groups Wireless Government Customer Journeys 52

TechSee

MAY 24, 2021

Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 Customers simply do not want to admit technicians into their homes. Impress customers with easy installations/replacements. billion by 2025.

Self Service 124

Self Service Contact Center Wireless Video 124

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? The more adaptive companies will excel at keeping pace with their customers’ changing needs.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

BirdEye

DECEMBER 29, 2021

In-store customers paid at counters with cash, credit, and debit cards. Even though the technology slightly changed over time, the “where” remained the same. Furthermore, customer expectations for quality experiences have risen to new heights when it comes to how they want to pay. Wireless card reader.

Wireless 52

Wireless Banking Study Consumers 52

BirdEye

DECEMBER 29, 2021

In-store customers paid at counters with cash, credit, and debit cards. Even though the technology slightly changed over time, the “where” remained the same. Furthermore, customer expectations for quality experiences have risen to new heights when it comes to how they want to pay. Wireless card reader.

Wireless 52

Wireless Banking Study Consumers 52

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

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

Centriam Customer Experience Lab

MARCH 26, 2019

A customer experience transformation is underway at Cable & Wireless, a $3.6 During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.

NPS 57

NPS Wireless Telecommunications Data 57

Vonage

MARCH 11, 2016

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. It was a very omnichannel experience. I dialed Verizon Wireless’s customer service line.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

Guavus

JUNE 23, 2022

This technology has saved 4G LTE stability and performance because analog signals can be a reliable fallback if the digital signal degrades. . “The reason the carriers would like to get rid of old legacy tech is to free up that wireless spectrum,” said Ian Fogg , vice president of analysis at mobile analytics firm OpenSignal.

Net Promoter Score 98

Net Promoter Score Analytics Wireless NPS 98

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Education Services Group

OCTOBER 29, 2021

After the best year in the history of the company in 2020, Customer Success as a Service® has surpassed those records with three months left to go in 2021. ESG, the leader in Customer Success as a Service® , is proud to announce outstanding Q3 2021 results. Q3 2021 new clients: Multinational technology conglomerate.

Wireless 52

Wireless Consulting Customer Success Technology 52

Avaya

JUNE 1, 2017

The sports experience has become a 21st-Century medley of sights, smells, and experiences. Undoubtedly, technology is shaping the modern fan experience. In other words, they want to “be the experience.” The goal is to enhance the fan experience, not distract from it. Did you get what you wanted?

Sports 50

Sports Technology Engagement Wireless 50

TechSee

JANUARY 14, 2021

If you’ve ever been tempted to smash your wireless router or take a bat to your smart thermostat out of sheer frustration, then you already have a pretty good idea of why we do what we do at TechSee. We are a team of problem solvers who push the barriers of technology. Never heard of TechSee?

Company 109

Company Wireless Video Technology 109

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. CMOs become customer-obsessed.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

CXApp

DECEMBER 5, 2017

Voice assistant devices like Amazon Echo (Alexa), Siri, Google Assistant (Google Home), and Microsoft’s Cortana are revolutionizing both customer engagements and product interactions. Smart reply technology and voice-activated assistants, like the ones mentioned above, are emerging technologies that are picking up steam, rapidly.

Customer Experience 40

Customer Experience Multi-Channel Wireless Chatbots 40

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Happier contact center agents mean more pleasant interactions for customers.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Think Customers

NOVEMBER 7, 2019

The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. So, what does that mean for the customer experience? Make immersive experiences a reality. A slight lag could disrupt the experience. Reimagine the customer journey.

Customer Journeys 40

Customer Journeys Customer Experience Wireless Hospitality 40

CSM Magazine

AUGUST 1, 2017

By the 25th May 2018 all organisations serving customers across Europe need to comply with the new legislation. But even worse – what if you lose all your customer data? No longer just an issue for Marketing, Customer Insights or Compliance. This has resulted in a more customer centric culture.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. Verizon already began to shut down its 3G networks at the end of 2020, but the sunset for commercial and government customers will be at the end of 2022.

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

Talkdesk

JUNE 5, 2020

Many organizations had little-to-no prior experience with remote work, and therefore lacked the infrastructure, processes and policies required to ensure collaboration and continuity of operations. The change was not easy. Now that agents are operating in the safety of their own homes, concerns have shifted to focus on productivity.

Tools 86

Tools Contact Center Wireless Government 86

TechSee

DECEMBER 19, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Brands need innovative solutions to improve their customer’s unboxing experience and ensure that products are not returned unnecessarily.

Sales 84

Sales Wireless Innovation Connections 84

ShepHyken

JUNE 22, 2016

Customer Experience. The conference was everything about CRM (customer relationship management). According to Don Schuerman, Pega’s Chief Technology Officer and VP of product marketing, quite a lot. Be it digital or face-to-face, today we must improvise to meet the expectations and needs of our customers.

Meeting 83

Meeting Wireless CRM Conference 83

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