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.

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

Customer Bliss

In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. She helped formalize a process for customer feedback data collection and set up a customer panel. Do you work in a telecommunications organization?

Earning the Right to Customer Experience Transformation at a Telecommunications Company

Customer Bliss

In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa. Package Feedback and Unite the 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.

Introducing GetFeedback for Field Service Lightning


What you may not know is managing a mobile workforce is no easy feat. Without an automated management system—like Salesforce’s Field Service Lightning (FSL)—it’s a bit like herding cats. Setup is easy and you can map feedback data to any FSL object in just a few steps. .

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


One source of VoC that’s delivering demonstrable business results is Verint’s Digital Feedback Management provided by OpinionLab, A Verint Company. Bell Canada is Canada’s largest communications company, providing broadband internet, television and mobile services to businesses and consumers throughout the country.

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Are You There, Company? It's Me, Your Customer.


Your customer experience management (CEM) system is up and running. Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Field Service Software Reviews


Don’t take our word for it that Alliance Enterprise is the best field service management software on the market, listen to our customers! The mobile component allows real time data entry from the field for instantaneous feedback.”

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is


As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market research methods are great for solving the right problem, and I am a big fan, but it’s not VoC and it’s not the optimal approach to customer experience management.

Customer Reviews of the Best FSM Software on the Market Today


When you’re looking to upgrade your business’s IT solutions, you want to read field service software management reviews from actual users. The mobile component allows real-time data entry from the field for instantaneous feedback.”.

Field Service Software Reviews


Don’t take our word for it that Alliance Enterprise is the best field service management software on the market, listen to our customers! The mobile component allows real time data entry from the field for instantaneous feedback.”

Building a CX Dashboard

CX Accelerator

It helps you, as a CX Manager, focus on the metrics that are important. How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

A recent study by Jaywing claimed that 73 percent of telecommunications and utilities marketers would rank improving their customer contact strategy as the top priority for data-driven marketing, so how can utility brands enhance the overall interaction between supplier and consumer?

Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

Second to None

The foundation for all telecommunications systems is the network. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. Customer Experience Customer Satisfaction Customer Service Employee Feedback Leadership Mindfulness Strategic Leadership Voice of Customer Voice of Employee

CX Experts We Love

Wootric CX Blog

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. But if you don’t have hard facts attached to them … then your management team will [ignore these points].”

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have


Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. Unstructured Feedback. Unstructured feedback is key to understanding why those satisfaction levels are what they are.

Thematic drives improvements in global Net Promoter Score benchmark ratings


Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. And finding out ‘what is the NPS of a specific theme in feedback’”. . Do you measure transactional Net Promoter Score (NPS)?

What is the Best Channel for your NPS Surveys – Email, Text or In-app?


The bias can only be eliminated by improving the response rate and collecting feedback from customers on a consistent basis. Once you get an understanding of each customer feedback channel, you’re armed at all points to develop a viable strategy aimed at meeting your business goals.

Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit

Vision Critical

Simson and her team focused on listening and responding to feedback from individual customers. Divesh Sisodraker, Vision Critical’s EVP of product management, shared a preview of what’s coming up in Sparq, Vision Critical’s customer intelligence platform.

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$


Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI).

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. Episode Overview.

CX Day Thoughts on Brand-behind-the-Brand Storytelling


By Scott Yates, General Manager, HGS. HGS caters to this client culture, from seasonality (we manage staffing fluctuations from 280 to 420 agents during the holidays), to floor setup. Prior to HGS’s solution, the response rate was 6%, and this feedback now stands at up to 19%.

Leveraging the Power of Collaboration for a Telecomms Customer Experience Implementation

Customer Bliss

After spending 2 years on the front line, she became a manager of the call center, moved into product management, and even did a bit of marketing and user experience. She starting with the areas where she knew there were customer pain points and gathered the customer feedback.

5 ways to prepare for a new era of Customer Experience


Even in a segment like fast casual dining where physical locations remain a critical component in the customer journey, digital is playing an increasing role in the pre-dining experience (choosing venue and customizing orders on-line), the in-store experience (interacting with staff via digital onsite) and the post-dining experience (providing feedback and recommendations).

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Nominees are rated based on their capabilities, results, and client feedback. Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

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So, Here’s the Thing About Journey Mapping


She’ll give you insights on the data you should focus on when crafting a journey map, how to eliminate blind spots and what you can improve right now to increase the quality of the feedback you’re collecting. It’s still the rage.

How to Improve Customer Service with Unstructured Data


We’ll cover: Simple techniques for making sense of feedback in house. How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback.

Whitepaper: The Five Core Pillars for Your CEM Strategy


Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Using Customer Experience Management (CEM), companies are able to transform their focus on customers into more tangible and measurable outcomes, thus, bringing the customer commitment to life. Company Consensus: Getting managers on Board.

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5 Powerful Ways to Use the Customer Experience Metrics You Already Collect


Customers especially respond well when it’s made clear that the request for further feedback is coming from the product team, rather than from sales, marketing or customer service. Say you want to capture feedback after a customer calls into your call center. By Swati Sahai.

Why your customers break up with you


When my Bain & Company colleagues recently studied churn , they found that most telecommunications and media companies lose between 2% and 2.5% There’s one good way to nip this kind of exasperation in the bud and build loyalty among your customers: Ask them for feedback, then act on it. Net Promoter companies create systems for gathering quick, regular feedback and channeling it to frontline employees and others throughout the company.

Brief 15 Nov 2017

CX University

We will be in regular contact with your program leaders for feedback. Scott McCallister VP of Financial Consulting Scott McCallister is a senior executive who excels at strategic management. The CXU Student Brief. November 15, 2017. Come learn with us at CX University!

The great debate on handling customer complaints

Service Untitled

Unfortunately, when it comes to telecommunications, most of us are still somewhat limited as to our choices, but still that is absolutely no excuse for poor customer service.

Best Practices for 9-1-1 QA

Customer Interactions

Also, it’s important to sit down with the telecommunicator and walk through the evaluation so he or she can see exactly how they were evaluated and what they can do to improve. Document results, track progress – In addition to documenting the results of evaluations you should also document feedback given to employees, as well as feedback received from them. There are few places where quality service matters more than emergency communications.

46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software


Webb is a certified management consultant who works with the top brands in the world. He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October.

Customer Experience Keynote Speaker: Customer Service vs Customer Experience

Michel Falcon Experience

The first is if we strip away what industry that we operate within, the common denominator that we have is that we’re trying to manage human behavior within the workplace and outside of the workplace being our vendors, our business partners, and of course our customers.