Beyond Philosophy

JUNE 4, 2018

In the days of the Roman empire, Rome’s leadership established defenses to prevent a military coup. Then after, when I was installing my second monitor (implementation mindset,), I learned that I would also need a wireless keyboard and a separate trackpad. Roman generals were not allowed to bring their troops into Italy.

How To 144

How To Wireless Training Customers 144

Up Your Service

OCTOBER 16, 2018

Wireless revenue market share up from 40 to 56% over 6 years. Employee Engagement hits 91%, and the Asia Corporate Excellence and Sustainability Awards – which ranks companies in leadership and corporate social responsibility – they award Globe the title of “Best Employer”. Well, has all this really worked at Globe?

Culture 76

Culture Wireless Case Study Employee Engagement 76

Beyond Philosophy

NOVEMBER 29, 2014

A large part of what that means to us is to not open any of our GameStop, SimplyMac, Spring Mobile or Cricket Wireless U.S. Blogs Social Media Thought Leadership customer service' locations on Thanksgiving Day out of respect for our store associates and their families and friends. Follow Colin Shaw on Twitter @ColinShaw_CX.

Social Media 117

Social Media Wireless Retail Leadership 117

Customer Bliss

APRIL 11, 2017

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. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Hero Digital

SEPTEMBER 21, 2018

Thought leadership. Throughout the conference you’ll see our team talking CX at booth #607 (stop by for a chance to win Bose QuietControl Wireless Headphones ), weaving in and out of sessions, having 1:1 meetings with customers (interested in meeting up? Emerging trends. Customer experience.

Meeting 41

Meeting Wireless Conference Leadership 41

Blake Morgan

FEBRUARY 1, 2022

Frank Boulben, Chief Revenue Officer at Verizon Wireless , views his role as collaborating across the company to set customer experience priorities. In most companies, this includes the CEO, CMO, and Chief Experience Officer. But there’s also another crucial role to consider: Chief Revenue Officer. .

Wireless 52

Wireless Touchpoint Customer Focused Customer Experience 52

Verint

NOVEMBER 2, 2017

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.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

CSM Magazine

FEBRUARY 24, 2021

Her clever system-based solution had the twin advantage of setting up an accessible work queue within the company CRM while also providing MetTel leadership ample reporting data to prove that her initiative was clearly meeting a pent-up customer demand. These restaurants were facing imminent service interruption due to nonpayment.

Customer Service 52

Customer Service Government Wireless Contact Center 52

Gainsight

JANUARY 18, 2021

Whether from a career or product perspective or both, he saw that the wireless-mobile industry was the future for him. Anand found his style was akin to a manager at Yahoo who took him under his wing and guided him in leadership. . Find a way to accomplish this without causing complete conflict while balancing proper leadership.

Wireless 52

Wireless Contact Center Software Leadership Software 52

Alliance by IFS

DECEMBER 10, 2018

. “Astea has distinguished itself in a crowded field by its accomplishments on a number of simultaneous fronts,” said Frost & Sullivan’s Industry Director, Mobile & Wireless Communications, Jeanine Sterling. The results for field service organizations are quicker trouble resolution, happier customers, and even increased sales.”.

Management 83

Management Company Self Service Wireless 83

Centercode

FEBRUARY 18, 2021

Enable P&L owners, finance, and leadership to leverage early feedback and star ratings to help with predictability of product sales. Internet access wasn’t available in the average household. Cell phones weighed around a pound and a half. Spam was something you ate with eggs or over rice.

eBook 59

eBook Wireless Fashion Social Media 59

CSM Magazine

AUGUST 1, 2017

He has held various directorships with Cable & Wireless, Vodafone and O2. More recently, Keith was Vice President, Marketing & Strategy for technology start-up IP Wireless where he helped grow the business over five years, culminating in a successful acquisition of the company by General Dynamics.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

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. IT leadership buy-in/support. Employee mobile training.

Technology 40

Technology Return on Investment Wireless Competitive Advantage 40

Alliance by IFS

DECEMBER 10, 2018

. “Astea has distinguished itself in a crowded field by its accomplishments on a number of simultaneous fronts,” said Frost & Sullivan’s Industry Director, Mobile & Wireless Communications, Jeanine Sterling. The results for field service organizations are quicker trouble resolution, happier customers, and even increased sales.”.

Company 62

Company Self Service Wireless Software 62

PeopleMetrics

DECEMBER 19, 2014

But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. When you decide to collect customer data, make sure you have approval and support from the senior leadership team. You have been working hard to get your CEO to buy into the need to get closer to customers.

Data 83

Data How To Net Promoter Score Wireless 83

Beyond Philosophy

APRIL 6, 2016

CMC Thought Leadership Principal, Beyond Philosophy. We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom. Michael Lowenstein, Ph.D.,

Gamification 60

Gamification How To Loyalty Programs Wireless 60

Beyond Philosophy

APRIL 6, 2016

CMC Thought Leadership Principal, Beyond Philosophy. We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom. Michael Lowenstein, Ph.D.,

Gamification 60

Gamification How To Loyalty Programs Wireless 60

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Time in the store equates to spending on coffee and other products, so Starbucks began testing wireless recharging mats at various locations. Michael Lowenstein, Ph.D.,

Consumers 60

Consumers Wireless Banking Leadership 60

PeopleMetrics

JANUARY 12, 2015

Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors. So every quarter, leaders cross-reference customer feedback data with churn levels.

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

Brad Cleveland Blog

FEBRUARY 26, 2016

The onboard wireless service, provided by Gogo, is enabling me to track flight … Continue reading → The post The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience appeared first on Brad Cleveland.

Innovation 26

Innovation Wireless Customer Experience Customers 26

Hero Digital

AUGUST 5, 2019

How it worked: To set up meetings with CIOs and CSOs at these target accounts, a highly targeted (account-based) campaign for 80 of their top target accounts was created with the ambitious goal of directly setting up meetings with their Sales leadership. The mission: Take a brief meeting with a “point of contact” at Bottomline.

B2B 42

B2B Examples Marketing Video 42

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. appeared first on Brad Cleveland.

Wireless 26

Wireless Customer Service Connections Customers 26

Heart of the Customer

SEPTEMBER 25, 2014

The feedback has been tremendous, to the point where the city leadership is looking for more opportunities to plug in this capability. Increasing Impact through Journey Mapping Workshops. How has this helped Kelly’s overall customer experience program? Advice for others.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Tricia Morris

JUNE 19, 2015

Watch this complimentary thought leadership and best practices webinar. 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. appeared first on Parature.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Brad Cleveland Blog

MAY 20, 2016

A wireless carrier that I have worked with has a well-organized customer access … Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case.

Strategy 20

Strategy Wireless Customers Examples 20

Brad Cleveland Blog

MAY 20, 2016

A wireless carrier that I have worked with has a well-organized customer access … Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case.

Strategy 20

Strategy Wireless Customers Examples 20

Brad Cleveland Blog

FEBRUARY 26, 2016

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 I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado.

Innovation 21

Innovation Wireless Customer Experience Customers 21

Brad Cleveland Blog

FEBRUARY 26, 2016

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 I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado.

Innovation 20

Innovation Wireless Customer Experience Customers 20

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 21

Wireless Customer Service Connections Data 21

PeopleMetrics

APRIL 17, 2015

billion for hotels and wireless service providers.”. Maya applies her strong background in crafting a variety of content deliverables for the online industry to develop ClickTale’s thought leadership content. Managing Customer Experience Comes From Measuring Customer Experience. Maya holds a B.A.

Customer Experience 48

Customer Experience Marketing Wireless Measurement 48

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 20

Wireless Customer Service Connections Data 20

TechSee

JUNE 16, 2021

It is essential for company leadership to be fully on board with driving adoption of new technology within the organization. WCTel offers voice, data, video, wireless and security services in western South Carolina. Obtain Management Buy-in. Visual assistance adoption case study: WCTel.

ROI 251

ROI Case Study Strategy Wireless 251

Kustomer

MAY 28, 2020

So it’s been a pleasure to be able to do this job and I’ve been doing it for about five years, completely focusing on thought leadership. But I’ve been in the customer world for about 12 years whether as a customer service executive practitioner or on the thought leadership side producing content. I love it.

Culture 52

Culture Customers Competitive Advantage Innovation 52

Avaya

SEPTEMBER 13, 2016

Users are evolving from land lines to wireless technologies, but PSAPs continue to remain behind, locked into technology designed in the 1960s. Despite technology being readily available, it isn’t being implemented. Why does this travesty exist?

Wireless 40

Wireless Technology Guidelines Examples 40

Bill Quiseng

JULY 18, 2017

I decided to focus 100 percent on customer experience thought leadership – speaking at events, writing a book “ More Is More ,” and even teaching an executive education at Rutgers Business School this August. She has worked with Intel, Verizon Wireless, and many more. Follow her on Facebook and Twitter.

Customer Experience 318

Customer Experience Contact Center Wireless Conference 318

Avaya

SEPTEMBER 19, 2016

are confident in the location data they receive from wireless callers. In Part 1 of this series , Avaya Vice President and Chief Technologist for software-defined architecture Jean Turgeon opened up a much-needed conversation about the current state of public safety and E911 (which, for the record, doesn’t look good).

Call Center 40

Call Center Wireless Transportation Hospitality 40

C Space

SEPTEMBER 17, 2020

But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. In early March we began reporting daily on how brands were dealing with Covid-19.

Brands 40

Brands Sports Retail Conference 40