Up Your Service

OCTOBER 16, 2018

They’ve done this with technology, products, pricing, distribution, but the real engine behind this success story is an incredibly powerful, well-supported, continuously improving service culture. They don’t talk about network coverage, new technology, expanding platforms or innovative products. Listen carefully to the words in this.

Culture 76

Culture Wireless Case Study Employee Engagement 76

Tricia Morris

JUNE 19, 2015

Employee Engagement. Bill Patterson, Microsoft Senior Director of Customer Self-service Solutions explores the critical role of knowledge and portals in self-service efforts, as well as consistent engagement across channels. Consistency of Information Across Channels. Self-Service Deflection from High-Cost Channels. •

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

TechSee

JUNE 16, 2021

Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. The greater the adoption of new technology, the more use cases can be applied and the greater the likelihood that the enterprise will see double digit improvements in their KPIs. But first, it must be adopted.

ROI 251

ROI Case Study Strategy Wireless 251

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. It rolled out remote customer assistance technology, powered by AI and AR, that allows agents to see exactly what the customer sees.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Michel Falcon Experience

JANUARY 10, 2019

I’ve trained hundreds of people on these customer personality types, such as customer service team members from Verizon Wireless and sales professionals from Lexus. Employees engaging in off-topic conversations. Eventually, I created something I now refer to as The 3 Common Customer Personality Types. I bet it does!

Training 151

Training Customer Service How To Employee Engagement 151

Doing CX Right

JULY 24, 2019

Stacy is leading customer experience and employee engagement at Schindler Elevator Corporation. I left my customer experience job at Verizon Wireless to join Schindler in North America. We’ve seen an increasing focus over the past couple of years on customer experience in field service. Sarah: (11:53) Yeah. Serendipitous.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147