Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth

Customer Bliss

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Know it before the customer tells you.

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey.

Tractica Research Report – Artificial Intelligence for Telecommunications Applications

Guavus

The content below is an excerpt from the Tractica Research Report on Artificial Intelligence for Telecommunications Applications, published in 3Q 2019. Guavus sits squarely in the customer experience/service delivery solution space. Our products provide customers with two main things, operational intelligence and end-user intelligence,” said Stephen Spellicy, vice president of Marketing and Products. “We

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.

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.

Earning the Right to Customer Experience Transformation at a Telecommunications Company

Customer Bliss

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? As the company’s first CCO, Patricia shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

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.

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Looking beyond traditional customer experience (CX) metrics.

Learn From Telcos And Network Infrastructure Vendors About Innovations For Networked Solutions

Forrester's Customer Insights

age of the customer communications infrastructure Innovation local area network (LAN)/wide area network (WAN) network management networking software-defined networking (SDN) telecommunications services virtual network infrastructure (VNI

Digitalization In Industry — Observations From Hannover Messe 2019

Forrester's Customer Insights

APIs & API management chief information officer (CIO) customer experience development & operations (DevOps) digital business Innovation open data telecommunications services

The Realities of Rural 5G Deployment in the US

Forrester's Customer Insights

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. 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.

How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience

eglobalis

Since the merger, Telefonica O2 yields high return, but poor quality in services and customers are the ones suffering the most. The post How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience appeared first on Eglobalis.

The Power of Brand Identity Research

Market Strategies International

Whether it’s your logo, your website or your business cards, your customers build an impression of your company … Continue reading → Brand and Messaging Consumer & Retail Energy Financial Services Healthcare Life Sciences Technology Telecommunications

A Guide To 5G Strategy

Forrester's Customer Insights

age of the customer broadband & remote access media network management networking telecommunications services promotedThe hype around 5G is growing.

What is Customer Communications Management?

Ecrion

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM — there’s that acronym — IS the management of customer communications, but it’s more than that.

Telefónica Is Maturing Into A Digital Service Provider

Forrester's Customer Insights

Telefónica hosted its Industry Analyst & Customer Days in Madrid recently. Of course, digital natives like Alibaba, AWS, Google, and Tencent continue to capture the customer attention. In our view, Telefónica is emerging as a leading global telco.

Impressions From Alibaba’s Computing Conference

Forrester's Customer Insights

Alibaba has become one of the world’s most fascinating and cutting-edge technology businesses — and is key to understanding where the digital era is heading.

Transforming Service in the Telecom Industry: Why It’s Needed and How to Make It Happen

Up Your Service

Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. By contrast, many telco’s only know their customers’ billing address, payment history, and average bandwidth consumption.

Crash and Churn: survey reveals the customer service fails that cause attrition

TechSee

The days of long-term customer brand loyalty to brands are over. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable. Customer churn is widespread.

Survey 166

What is Customer Communications Management?

Ecrion

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? For you, the customer, yes. As a customer, you don’t see the moving pieces behind the scenes.

What is Customer Communications Management?

Ecrion

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? For you, the customer, yes. As a customer, you don’t see the moving pieces behind the scenes.

For Telecoms, These Three Automation Benefits Mean a Better Customer Experience

Teletech

Rather, the transition to digital brings with it the promise of increasing customer loyalty, and for telecoms, digital adoption could be the industry's saving grace. Customer Experience TIME (Telecommunications, Internet, Media, Entertainment) customerexperience telecomDespite its nostalgic undertones, the term "traditional" used to describe technology now substitutes as code for old and expensive.

Broken Guitars and Broken Promises

Fresh MR

Poor Telecom Customer Communications Are Sinking Your Company

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? While it might be easy to pass off less than decent numbers as an anomaly, statistics don’t lie – telecom customer satisfaction is low, and continues to drop. Your Customers Don’t Like You.

12 Customer Service Challenges Faced by Fast-Growing Industries

transcosmos Information Systems

Regardless of the industry your business belongs to, there’s no denying that customers are and will always be your company’s lifeline. Thus, providing superb customer service support should be on top of your priorities. Telecommunications. Notifying customers of data breaches.

Bell Canada Taps Verint to Listen to the Voice of the Customer

Verint

To help maintain market leadership in an increasingly competitive marketplace, Bell Canada has put a significant focus on continuous improvement across their enterprise—with a particular emphasis on improving their customer experience (CX). To achieve their business goals, Bell Canada taps into the Voice of the Customer (VoC) to guide their CX improvement initiatives.

Video 27

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Keep the customer informed.

Back Office Integration Coming to the Forefront in Customer Engagement

Verint

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service. However, the melding of customer service capabilities with traditional back office functionality, such as order tracking, fulfilment, billing, and new account creation has been slow to occur.

5 Reasons Your Telecom Company Desperately Needs CCM

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? While it might be easy to pass off less than decent numbers as an anomaly, statistics don’t lie – telecom customer satisfaction is low, and continues to drop. Your Customers Don’t Like You.

5 Reasons Your Telecom Company Desperately Needs CCM

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? While it might be easy to pass off less than decent numbers as an anomaly, statistics don’t lie – telecom customer satisfaction is low, and continues to drop. Your Customers Don’t Like You.

Superagent and the Phenomenal Four Enhance Customer Experience in Telecoms

TechSee

To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. It’s the key to enhancing customer experience in telecoms, right across the board.

Webinar recording: Telecom increases revenue and NPS® with data-driven CX programs

Centriam Customer Experience Lab

A customer experience transformation is underway at Cable & Wireless, a $3.6 billion telecommunications company. Customer experience strategy CX tools and technology

5G@MWC19 — Reflections On Mobile World Congress 2019

Forrester's Customer Insights

augmented reality digital customer experience digital intelligence edge computing mobile architecture network management networking telecommunications services virtual network infrastructure (VNI) virtual realityMobile World Congress (MWC) 2019 took place in Barcelona.

Telcos must prioritize Innovations that extend beyond networking

Forrester's Customer Insights

Since the birth of cloud computing in early 2000, telecommunications companies have seen business growth thanks to these IT transformational partners. age of the customer

3 Industries That Can Benefit Immediately from Digital Customer Service

NICE inContact

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. It’s no secret that banks have a customer service problem.

Visual digital interactions – Capture the complete customer intention

Customer Interactions

According to analysts, real-time visual communications can provide a richer and more personalized experience in specific industries such as financial services, telecommunications and healthcare

March Madness! Events for Customer Experience Excellence

360Connext

Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. We’ll be laying it all out on the table and breaking out our magical magnifying glass to find out what the latest tech will really mean for customer experience. Stay tuned as Jeannie plans to revisit the predictions she made last week and gives us the skinny on what all the new tech means for customer experience.