Talkdesk

APRIL 7, 2020

Opentalk 2020 Virtual includes a full day of thought-provoking content and presentations, including keynotes from Talkdesk® executives and CX visionaries, as well as on-demand breakouts featuring Talkdesk experts, customers and industry leaders. Four specific strategies for wowing customers every time. Sign up by May 1, 2020.

Customer Service 81

Customer Service Contact Center Wireless Leadership 81

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

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). We’ve updated it for 2017.

Trends 171

Trends Customer Experience Wireless Entertainment 171

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. On Hold for 45 Minutes? The secret?

Customer Service 79

Customer Service Airlines Wireless Retail 79

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Company 133

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

Oracle

JULY 14, 2020

” Rob Harrold, senior manager with Deloitte’s strategy and operations practice was also interviewed and said, “What was more of a convenience option has now turned to a ‘safety’ feature.” The consumer holds a payment device (e.g. Crone stated, “There’s nothing more assuring than their own phone.”

Trends 111

Trends Customer Experience Wireless Consumers 111

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). We’ve updated it for 2017.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

North Highland

JULY 10, 2019

Telecom companies should take note: 5G needs new ways of working and approaches to organisational strategy that will enable them to capitalise on the increase in Over-The-Top (OTT) service providers (e.g. Netflix and Whatsapp), fixed wireless access (wireless internet) opportunities, and network slicing. Speed and low latency.

Wireless 49

Wireless Video Entertainment Innovation 49

Brad Cleveland Blog

FEBRUARY 26, 2016

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado.

Innovation 26

Innovation Wireless Customer Experience Customers 26

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

North Highland

OCTOBER 18, 2018

From the Wal-Mart-Anthem merger to grocery retailer partnerships with tech companies, organizations—in a relentless pursuit to provide differentiated customer experiences—are quickly realizing that the key to strategic differentiation sits outside the walls of their industries, and are devising partnership strategies accordingly.

Wireless 56

Wireless Banking Financial Consulting 56

West Monroe

JANUARY 29, 2024

utilities—following deployment by European counterparts—that are seeking a unified cellular connectivity strategy and network control without the expense of a fully private network infrastructure deployment. Grid edge solutions meet existing infrastructure: What is PVNO? The network model is now receiving attention from U.S.

Connections 52

Connections Roadmap Wireless Financial 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. 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. Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Brad Cleveland Blog

FEBRUARY 26, 2016

The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email.

Innovation 21

Innovation Wireless Customer Experience Customers 21

C Space

NOVEMBER 28, 2018

Elizabeth Caffrey is an Associate Director of C Space’s Product Innovation team. History paints him as a pretty unlikeable figure, but he was an innovator in his own right. Everything is going to be wireless. In a digital and wireless world, with one device for everything, who needs coins and cash? Elizabeth Caffrey.

Wireless 45

Wireless Sports Healthcare Consumers 45

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. 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. Absolutely.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Brad Cleveland Blog

FEBRUARY 26, 2016

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email.

Innovation 20

Innovation Wireless Customer Experience Customers 20

Kustomer

MAY 28, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Blake Morgan joins Gabe Larsen to discuss the importance of focusing on the customer and its role in attracting more customers. For the last 12 years, Blake has been in the customer service industry as either a practitioner or thought leader.

Culture 52

Culture Customers Competitive Advantage Innovation 52

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. Those features were introduced on our phones and have since expanded to include smart home technology, wireless speakers, and pods.

Customer Experience 40

Customer Experience Multi-Channel Wireless Chatbots 40

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 40

Government Self Service Customer Service Social Media 40

Hero Digital

AUGUST 5, 2019

Then, customers were given an option: Be a “worrier or a warrior.”. Viewers could accept a meeting invitation with Bottomline (Sales) directly from the interactive video, which was shipped with prepaid wireless to report engagement metrics back to marketing teams at Hero and Bottomline. Not interested in a meeting right now?

B2B 42

B2B Examples Marketing Video 42

Middlesex Consulting

FEBRUARY 19, 2017

These include Engine Health Monitoring, which tracks on-wing performance using onboard sensors; lease engine access to replace an operator's engine during off-wing maintenance, thereby minimizing downtime; and a global network of authorized maintenance centers to ensure that world-class support is readily available to customers whenever required.

Airlines 60

Airlines Wireless Financial System 60

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

West Monroe

JANUARY 23, 2022

This includes both front-of-meter (FTM) DERs, such as large renewable energy facilities and electricity storage, and behind-the-meter (BTM) DERs, such as customer-owned renewables, electric vehicles (EVs), and battery storage. Widespread adoption of customer-owned DERs presents several challenges for utilities. The challenge.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

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

Blake Morgan

OCTOBER 10, 2022

When you think of companies that put customers first with innovative solutions and personalized service, the wireless industry probably isn’t your first thought. But Mint Mobile is on a mission to change the traditional model and buck industry trends in the name of better service and innovation.

Trends 59

Trends Industry Wireless Innovation 59

SmartKarrot

JUNE 11, 2020

If someone ever asks me to define the journey for customers, I would most likely begin with the definition of a customer’s journey. Well, it is based on the fact that the customer today is more aware and more informed than ever. This can be better understood with many customer journey examples.

How To 11

How To Comparison Wireless Fashion 11

C Space

SEPTEMBER 17, 2020

But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. In early March we began reporting daily on how brands were dealing with Covid-19. US retail sales rose 0.6%

Brands 40

Brands Sports Retail Conference 40

CXApp

JANUARY 11, 2018

No doubt, there is much to see and do and consider when it comes to accounting for the new tech and innovations in your personal and professional life. But when it comes to the trends we're seeing, we picked a few that stuck out that can impact your customer experience strategy for 2018.

Trends 40

Trends Wireless Conference Connections 40

AWS Machine Learning

OCTOBER 10, 2023

Customers often need to train a model with data from different regions, organizations, or AWS accounts. In telecommunications , FL can be applied to edge computing, wireless spectrum management, and 5G core networks. The FL clients can be on AWS or on the customer premises.

Healthcare 95

Healthcare Training Hospitality Telecommunications 95

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Avaya

NOVEMBER 2, 2016

This event highlights how the most innovative advancements in technology are affecting the Internet of Things (IoT). And top of mind for every business today is how to solve challenges around the IoT and security, and the proactive measures we can take to adopt IoT innovations while also protecting our enterprises from cyber-attacks.

Wireless 40

Wireless How To Transportation Connections 40

Education Services Group

DECEMBER 13, 2021

I thought it would be fun to chat with a few of ESG’s CSMs, each working as a virtual CSM for a different ESG customer, to learn a little more about what it’s like to be in their shoes. Works primarily with customers in the mid-market tier. Handles primarily enterprise-level customers, resellers, and strategic partners.

Customer Success 52

Customer Success Wireless Training Tools 52

C Space

FEBRUARY 13, 2019

TV and radio commercials, billboards, print ads – these, along with word-of-mouth, were just about the only interactions customers had with a brand before they bought its products, services, or even walked into a store. Christina turns stats to story and is the lead architect of our Customer, Experienced. The Lifestyle Experience.

Apparel 40

Apparel Advertising Retail Wireless 40