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

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

Oracle

MAY 24, 2021

Wireless LED lightbulbs. While there are many options on the market, some can tell whether rooms are occupied or if residents are out of the building, allowing the thermostat to adjust the temperature appropriately. Smart thermostats adjust to meet your heating and cooling preferences throughout the day.

Tools 42

Tools Innovation Wireless System 42

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

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

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

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

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

Clarivate

JANUARY 19, 2024

The Chinese economy’s future hinges on innovation, prompting increased investment in R&D in strategic technology areas such as AI, wireless communication, and biopharmaceuticals. While the unknowns of AI are top of mind, there are many variables in the IP legal industry projected to influence 2024.

Industry 59

Industry Wireless Trends Financial 59

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self Service 59

Self Service Customer Service Wireless Government 59

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 81

Customer Service Airlines Wireless Retail 81

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

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. Never heard of TechSee? R&D Approach at TechSee: Rockstars creating the future. 54 million later, we’re OK with crazy.

Company 109

Company Wireless Video Technology 109

TechSee

MAY 15, 2018

Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated. Open source platforms and inter-industry collaboration will nurture innovation and ease the path to mass adoption. Focus on Value.

Analysis 111

Analysis Marketing Self Service Wireless 111

Oracle

JULY 14, 2020

Shoppers can then use the Glympse platform to share their location when they’re on the way, and a geofence trigger alerts the retailer’s staff when the customer is about to arrive. The consumer holds a payment device (e.g. a mobile device) close to a POS terminal and payment account information is transmitted wirelessly.

Trends 111

Trends Customer Experience Wireless Consumers 111

TechSee

MAY 24, 2021

Customers simply do not want to admit technicians into their homes. These safety precautions have given way to the era of remote technical support, where a technician can advise or guide a customer on how to unbox, install, or troubleshoot their home security system in DIY mode. Impress customers with easy installations/replacements.

Self Service 124

Self Service Contact Center Wireless Video 124

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

North Highland

JULY 10, 2019

Netflix and Whatsapp), fixed wireless access (wireless internet) opportunities, and network slicing. 5G enables customers to cross all sections of the product spectrum in one transaction – there are no longer siloed pockets of “data customers,” “mobile customers,” or “broadband customers.” Network slicing.

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. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email.

Innovation 24

Innovation Wireless Customer Experience Customers 24

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

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

Chadwick Martin Bailey

DECEMBER 7, 2020

Chris has over twenty years of high-tech, telecom, and media industry expertise across a range of game-changing initiatives, including market segmentation, new product development, brand positioning, marketing effectiveness and customer loyalty optimization. What about that experience helped you to adapt, innovate, and/or grow?

Wireless 52

Wireless Telecommunications Innovation Industry 52

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service.

Customer Service 52

Customer Service Government Wireless Contact Center 52

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

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

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

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

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. In those, customers give feedback, and Sprint responds to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. The patterns and needs of customers dictate the direction of the market.

Call Center 81

Call Center Company Telecommunications Banking 81

Up Your Service

OCTOBER 16, 2018

They don’t talk about network coverage, new technology, expanding platforms or innovative products. The Six Values include what you would expect to find: Customers, People, Integrity, and more. Customers feel special and valued. Wireless revenue market share up from 40 to 56% over 6 years.

Culture 76

Culture Wireless Case Study Employee Engagement 76

Verint

NOVEMBER 13, 2017

A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. This translates to organizations such as banks placing a high value on customer engagement. “To To create a competitive differentiation, banks need to focus on engaging customers,” he said.

Virtual Agent 32

Virtual Agent Wireless Customer Service Banking 32

ShepHyken

SEPTEMBER 22, 2017

The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? You may be thinking utility companies, budget airlines, wireless carriers or shipping companies. Wait, is this really a DMV?

Wireless 81

Wireless Government Entertainment Airlines 81

Alliance by IFS

OCTOBER 30, 2019

With field service IoT , FSOs can simplify asset maintenance, improve equipment uptime and ultimately elevate customer satisfaction. Thanks to the proliferation of IoT-enabled devices, customers are starting to expect specific solutions for their unique problems. Astea International Inc., Service to Match Expectations.

Software 70

Software Wireless Competitive Advantage Customer Satisfaction 70

Customers That Stick

MAY 13, 2015

Comcast announced recently that it will be putting a massive effort behind changing its customer service. The announcement will come as welcome news to many Comcast customers. In the last few years, Comcast has become the poster child for terrible customer service provided by a faceless corporation with captive customers.

Customer Service 60

Customer Service Poor Customer Service Wireless Competitive Advantage 60

Guavus

JANUARY 21, 2019

Data speeds of up to 20 times faster than existing LTE deployments at 10 or even 20 gigabits per second will make new apps and services—such as ultra-HD video and fixed wireless Internet—a reality over the mobile network. These opportunities include: Enhanced wireless broadband. Fixed wireless Internet offered to homes and enterprises.

Wireless 42

Wireless Analytics Video Connections 42

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