Innovative Service: Serving Your Values

Wired and Dangerous

The wireless campus is an immaculate setting with speakers playing classical music as students change classes. Customer Delight Customer Experience Service Innovation customer delight High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student.

Upgrading and Innovating, How Technology Can Help Keep You Relevant

CSM Magazine

5G is the latest in wireless internet technology. In the future, when wireless charging and extended battery life become available? In the wake of the 2020 COVID-19 pandemic things changed.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

5 Innovative Tech Tools Upgrading Home Improvements

Oracle

Wireless LED lightbulbs. We’ve all spent a lot of time in our homes during the past year, and for many, that time indoors sparked a deep desire for home improvement projects. According to a mid-2020 Porch.com survey , three in four US homeowners completed at least one home improvement project since the start of the pandemic. At the time of the survey, 78% of respondents planned on completing a project in the next 12 months.

Tools 41

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. What successful and innovative strategies do you see in customer service, and what are the common mistakes? They are doing mobile work from a train, and the expectation is that they have wireless connectivity and that they can get service anywhere.

How to Optimize Go-to-market Strategies Quickly and Efficiently

Escalent

Lessons from the Consumer Packaged Goods Industry The telecom industry has always been innovative, but the innovation has been mostly incremental. Over the past century, we had telegraphs, then wired telephones, then wireless phones, then cell phones, and now we … Continue reading → Consumer & Retail CX Product Development Telecommunications Uncategorized

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. What successful and innovative strategies do you see in customer service, and what are the common mistakes? They are doing mobile work from a train, and the expectation is that they have wireless connectivity and that they can get service anywhere.

How Mint Mobile Bucks Industry Trends To Serve Customers

Blake Morgan

? ? ? ? ? ? ? ? ?. When you think of companies that put customers first with innovative solutions and personalized service, the wireless industry probably isn’t your first thought. Mint Mobile’s core mission is to provide affordable wireless service to customers.

SUPER AGENT – Stopping Smart Product Returns from Ruining Christmas Sales

TechSee

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. Contact Center Innovation Call Center contact center Customer Service self service support Self-service Self-installation Visual Engagement

The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Brad Cleveland

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.

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Brad Cleveland

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.

Creating a collaborative contact center culture

TechSee

Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. Contact Center Innovation contact center contact center culture contact center agentThe traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past.

Guest Blog: An Unlikely Business Makeover

ShepHyken

You may be thinking utility companies, budget airlines, wireless carriers or shipping companies. He is also a deeply experienced business leader, venture capitalist, top-rated keynote speaker, and author of four books, the New York Times bestsellers: Disciplined Dreaming and The Road to Reinvention, as well as his latest book, Hacking Innovation. Customer Care Customer Experience Customer Service Culture business transformation disruptive innovators DMV experience

7 Top Priorities for the Future of Customer Engagement

Calabrio

Machine-to-machine (M2M) communication, a term referring to technologies that enable wireless and wired systems to communicate with each other, will be the channel of the future. Innovation is imperative. Marry the two—innovation and service—and you’re likely to keep your customers happy long into the future. Blog big data customer engagement customer experience insights data security growth innovation omnichannel

Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Together, we worked on the wireless drive-thru experience for McDonald’s. Mike is the founder of Storyminers, an innovative Atlanta firm that helps retail and other service brands to envision their ideal customer experience and bring it to life.

Trends 141

Do Your Customers Experience Your Values?

Wired and Dangerous

The wireless campus is an immaculate setting with speakers playing classical music as students change classes. 1 for the most innovative regional college in the South (the second consecutive year at No. High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student.

What You Don’t Know About Millennials Will Hurt Your Bottom-line

Natalie Petouhof

60% connect to the Internet wirelessly when they are away from work or home. Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now. Let’s look at some of the stats.

ROI 64

Visual Transformation in Telecom: Endless opportunities

TechSee

Video or images let technicians or remote experts actually see the devices in their environment (think wireless router, cable modem, TV set, etc.).

Seven technologies to improve customer service in SMBs

Vonage

Wireless and mobile. Mobile and wireless technology is also enabling field reps to connect to the CRM system remotely, allowing them to easily input data and access real-time data – both of which ultimately enhance the customer experience. The most innovative motivation and recognition systems are now setting targets for improvement aimed at the bottom 2/3 of employees – creating significant opportunities for raising the overall average of the contact center.

Visual Technology in Telecom: Endless opportunities

TechSee

Video or images let technicians or remote experts actually see the devices in their environment (think wireless router, cable modem, TV set, etc.). The COVID-19 pandemic has jammed a decade of innovation of visual technology in telecom into little more than a year or two.

This agreement will become effective when both parties have signed it.

Wired and Dangerous

The velocity of innovation and competition in the life sciences is relentless. Academic credit will be awarded for transferrable course work taken at one of the regionally accredited U.S. Military academies upon receipt of official transcripts.

CMB Spotlight: Chris Neal

Chadwick Martin Bailey

While studying for my degree in Development Economics, I became very interested in InfoTech infrastructure (especially 3G cellular networks and wireless local loop networks at the time). What about that experience helped you to adapt, innovate, and/or grow?

Which Stock Is Best to Buy In 2022?

CSM Magazine

In the entertainment industry, Walt Disney maintains an edge with its experience and innovations. A key player in wireless technology and a leader in the chipset and 5G market, Qualcomm is a stock to watch out for.

Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Together, we worked on the wireless drive-thru experience for McDonald’s. Mike is the founder of Storyminers, an innovative Atlanta firm that helps retail and other service brands to envision their ideal customer experience and bring it to life. Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting?

Trends 147

Verint CEO Dan Bodner Will Deliver AI and Customer Engagement Keynote

Verint

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.

Delivering world-class customer service – lessons from The Mouse

Talkdesk

This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Talkdesk Academy : On-demand online training to certified on innovative cloud contact center solutions from Talkdesk.

A rising Net Promoter tide can lift all boats (or sink some)

Bain

We’re noticing the same upward trend in industries you might not expect—banking and wireless telecom. Bain has been working with market research firm Research Now to collect and analyze Net Promoter Score data for major retail banks, wireless service providers and handset makers for years. It’s a similar story in wireless telecom, where the average Net Promoter Score for the top four US carriers climbed from 10 in 2013 to 17 in 2015.

5 Ways Home Security Firms can Boost CX with Visual Assistance

TechSee

By the end of 2022, 3G wireless technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. households report feeling “safe enough” with only a self-monitored home security system, the time has come for security firms to build customer loyalty with innovation.

Teach smart devices to see what you see: Why TechSee is one of the best R&D companies to work for

TechSee

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.

Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Together, we worked on the wireless drive-thru experience for McDonald’s. Mike is the founder of Storyminers, an innovative Atlanta firm that helps retail and other service brands to envision their ideal customer experience and bring it to life. Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting?

Trends 125

Discover how Globe Telecom has built an extraordinary culture of Service Excellence

Up Your Service

They don’t talk about network coverage, new technology, expanding platforms or innovative products. Wireless revenue market share up from 40 to 56% over 6 years. Discover how Globe Telecom has built an extraordinary culture of Service Excellence on a brilliant platform of Vision, Mission, Purpose, Values, and “The Circle of Happiness”. What Globe has done here is unique, building a culture as a challenger brand in the telco industry and overtaking the dominant player in the country.

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

Alida

For example, if a wireless carrier customer has a history of frustrating interactions, but the last experience happened to be relatively good, they may answer an NPS survey differently. In one year, Telstra has seen a 17 percent increase in customer satisfaction, a 20 percent decrease in call center traffic and increased speed of innovation,” Jannine Wood, the user experience research lead at Telstra said at the 2016 Customer Intelligence Summit in Australia.

New Research: Digital Self-service Now More Popular than Calling Customer Service

CSM Magazine

UNICOM Technology Park – Innovation Labs in Virginia. UNICOM Science and Technology Park – Innovation Labs in New Jersey. Firetide – Wireless technology solutions for security and transportation.

Our Take on the T-Mobile and BankMobile Partnership

North Highland

Per a recent SEC filing from BankMobile’s parent company, Customers Bank, the financial services firm has agreed to provide banking products to the wireless provider’s over 76 million customers. Being the first of the major wireless carriers to offer an “unlimited” data plan, T-Mobile often touts itself as the “Uncarrier,” focused on solving for traditional pain points in the telecom customer journey. We see examples unfold daily: industry silos are quickly diminishing.

Employee Mass Notifications

Call Experts

Every company’s use of smartphones is at an all-time high, and employee mass notifications are an innovative, easy way to share information with your business. . First, wireless communication is easily accessible on employee phones.

AI Will Mold Future of Customer Service: Verint CEO

Verint

In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information Technology (CEWIT) at Stony Brook University, he said that consumers are demanding easy and productive interactions when they contact a company. A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service.

How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. The first thing Brian looked at was pre-existing data on what seemed to matter to customers in the wireless industry. Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book.

5 Customer Experience Trends That COVID-19 Is Only Accelerating

Oracle

a mobile device) close to a POS terminal and payment account information is transmitted wirelessly. In many cases, you have no choice but to embrace these changes and leverage technology innovations to help deliver better experiences for your employees and customers. The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening.