datastax

FEBRUARY 19, 2019

As we transition to 5G cellular networks, there will not only be an increase in mobile use but also an increase in use of other wireless devices, including robots, security cameras, and cars that send traffic data. Drones will now have increased connectivity and the smart car will become even smarter.

Data 79

Data Strategy Management Wireless 79

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

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

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. Customer effort matters.

Self Service 207

Self Service Customer Experience How To Contact Center 207

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. This persistent trend will put pressure on foreign organizations to reassess their China strategy.” This will be a game-changer.”

Industry 59

Industry Wireless Trends Financial 59

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

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. Like an estimated 57 percent of customers , I first went online to find some self-help. The phone is not dead.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 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

CSM Magazine

JANUARY 9, 2019

Perhaps unsurprisingly, SOTI, a business-critical mobility solution creator, believes better enterprise mobility management (EMM) is key – that is, improvement in the processes and technology focused on managing mobile devices and wireless networks. Lack of clear mobile strategy.

Technology 40

Technology Return on Investment Wireless Competitive Advantage 40

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

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 shift to work from anywhere has also spawned the explosion of virtual engagement technologies.

Trends 111

Trends Customer Experience Wireless Consumers 111

West Monroe

JANUARY 29, 2024

It's not an out-of-the-box solution; it’s a collection of industry-accepted technologies that can be applied across a variety of customizable system options. A meticulous and rigorous approach to analysis is required to analyze strategies for mitigating these risks and determining if PVNO is the right solution.

Connections 52

Connections Roadmap Wireless Financial 52

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

Avaya

JUNE 1, 2017

Undoubtedly, technology is shaping the modern fan experience. This starts with a seamless approach to fan, customer, and team engagement that can manifest in many ways from on-site, touch-activated, multi-sensory, virtual experiences to off-site communities. Customer Experiences that Get You to and Through the Gate.

Sports 50

Sports Technology Engagement Wireless 50

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

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

Chadwick Martin Bailey

JUNE 28, 2019

A successful category segmentation does more than pinpoint your primary and secondary target customers. It helps you and your stakeholders understand how disruption shifts customer beliefs, motivations, and behaviors related to purchase and usage. One of my favorite disruptors is new technology.

Wireless 55

Wireless Entertainment Financial Leadership 55

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

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

Verint

OCTOBER 10, 2017

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. You can do this with customer journey maps.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

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

Centercode

SEPTEMBER 14, 2020

Consumers rely on wearables like smartwatches, wireless earbuds, and connected fitness products to enhance a wide range of daily activities, from measuring vitals for both proactive and reactive health care to improving their overall quality of life. Wearables should be just that: wearable, i.e., ergonomic and comfortable for your customers.

Wireless 92

Wireless Connections Feedback Industry 92

North Highland

JULY 10, 2019

In this series, we’ll look at how this new technology will require telecom companies to reimagine their operations and ways of working to remain competitive. 4G helped give rise to autonomous vehicles as well as technologies that powered the gig workforce and the proliferation of the “sharing economy.” The need to react quickly.

Wireless 49

Wireless Video Entertainment Innovation 49

Magellan Solutions

MARCH 11, 2020

Outsourced marketing teams can develop effective marketing strategies for better lead generation. Microsoft is one of the world’s biggest technology companies. Hubspot is famous for developing software products for sales, marketing, and customer service. Now, Toshiba is one of the most popular technology brands on the planet.

Sales 52

Sales Company Wireless Telecommunications 52

C Space

NOVEMBER 28, 2018

The implication was that, like King Harald, this new technology — this Bluetooth — could unite us all wirelessly through the PC and cellular industries. We’re witnessing the holistic revolution of technologies. Consumers know that technology is changing, fast. Everything is going to be wireless. In a way it has.

Wireless 45

Wireless Sports Healthcare Consumers 45

Forrester's Customer Insights

MAY 28, 2019

This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. I am glad this deal will now […].

Wireless 53

Wireless Consumers Communication Marketing 53

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

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? Reimagine the customer journey. Given that the average U.S. Here are four ideas to start with. Real-time personalization.

Customer Journeys 40

Customer Journeys Customer Experience Wireless Hospitality 40

CSM Magazine

MARCH 12, 2018

Retailers are facing a customer experience transformation and location data is playing a key role. For some industries, like banking and cable TV, customer service transcends spatial boundaries. A customer can call a number, regardless of his or her location, and receive answers to questions. and “Where is it?” Show, don’t tell.

Data 40

Data Customer Experience Wireless Retail 40

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

Alliance by IFS

FEBRUARY 3, 2016

Mobile technology is well-established in the field service market. According to VDC, the shifting nature of field service has put more pressure on companies to update their technology. Service is now seen as a valuable source of revenue, customer goodwill, and new sales opportunities.

Wireless 50

Wireless Software Technology Meeting 50

West Monroe

JANUARY 23, 2022

In turn, utility decarbonization goals require continued investments in several areas, including energy efficiency, demand response, and renewable energy resources; beneficial electrification; alternative transportation; and cyber protection as more technologies are added to the grid and the grid becomes more dynamic. The challenge.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

TechSee

JUNE 16, 2021

Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. Boosting Employee Adoption of New Technology.

ROI 251

ROI Case Study Strategy Wireless 251

Magellan Solutions

APRIL 24, 2020

TELUS is also an outsourcing company providing multilingual customer service and digital IT services. Their outsourced jobs include major projects, such as their Wireless to the Home program and other IT functions. Slack Technologies, Inc. Now, Majestic Media is a thriving Toronto-based marketing and technology company.

Company 59

Company Banking Telecommunications Airlines 59

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Defining Customer Experience. The Economics of Customer Experience.

Customer Experience 48

Customer Experience Marketing Wireless Measurement 48

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