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. Do you work in a telecommunications organization?

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.

Prepare For Blockchain’s Impact On The Telecommunications Sector

Forrester's Customer Insights

big data blockchain digital transformation telecommunications servicesBlockchain offers telcos opportunities for new business, improved compliance, and efficient operations.

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.

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

Centriam Customer Experience Lab

billion telecommunications company. A customer experience transformation is underway at Cable & Wireless, a $3.6

Denera White: An Outstanding PSAP Telecommunicator

Customer Interactions

How do you choose one employee over another when it comes time to nominate someone for the PSAPs’ Finest Telecommunicator of the Year Award? Each telecommunicator I supervise contributes so much to our department. I could hear telecommunicator Denera White in the communications center, calmly giving precise instructions to the mother in Spanish. Telecommunicators can use a Language Line to connect to an interpreter when dealing with a non-English speaking caller.

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.

Denera White: An Outstanding PSAP Telecommunicator

Customer Interactions

How do you choose one employee over another when it comes time to nominate someone for the PSAPs’ Finest Telecommunicator of the Year Award? Each telecommunicator I supervise contributes so much to our department. I could hear telecommunicator Denera White in the communications center, calmly giving precise instructions to the mother in Spanish. Telecommunicators can use a Language Line to connect to an interpreter when dealing with a non-English speaking caller.

9-1-1 Telecommunicator Lauded for Good Old-Fashioned Detective Skills

Customer Interactions

What does it take to be a successful 9-1-1 telecommunicator? Good old-fashioned detective skills typically aren’t part of the job description, but this year’s PSAPs’ Finest Telecommunicator of the Year was able to apply her quick thinking and sleuthing to help police nab the bad guy. Now she adds NICE’s 2013 PSAPs’ Finest Telecommunicator of the Year Award to her growing list of accolades.

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

Fresh MR

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

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

eglobalis

Customer Experience Customer Relationship Humans Experience #CEM #USA #canada Bad services Customer experience Customer Services customer success CX Germany japan O2 rude services Telecommunications TelefonicaTo say that the marriage between Telefonica and O2 is bad, is an understatement.

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

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

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. Research Business Strategy Customer Experience customer experience Market Research customer loyalty Net Promoter Score telecom telecommunications

Xfinity Mobile’s Surprising Impact on the Cable Industry

Fresh MR

” As Comcast marks the … Continue reading → CX Technology Telecommunications

The Quad Play Imperative

Fresh MR

” As Comcast marks … Continue reading → CX Technology Telecommunications

Study 62

Xfinity’s X-Factor

Fresh MR

” As Comcast marks the one-year anniversary of … Continue reading → CX Technology Telecommunications

Study 59

Death of Net Neutrality Is Not Necessarily a Good Thing for ISPs

Fresh MR

Just last month, the Senate voted to preserve net neutrality, blocking a Federal Communications Commission plan to undo rules … Continue reading → CX Technology Telecommunications

Study 56

Standalone streaming services versus aggregators: Which model will win?

Fresh MR

And according to the company, Trekkies are responsible for the bump: the new series “Star Trek … Continue reading → CX Technology Telecommunications

Telefónica Is Maturing Into A Digital Service Provider

Forrester's Customer Insights

data & information protection networking platform-as-a-service (PaaS) predictive analytics privacy software-defined storage (SDS) telecommunications servicesTelefónica hosted its Industry Analyst & Customer Days in Madrid recently.

The Future Of Telecoms: Strategies To Transform Telcos Into Digital Services Providers

Forrester's Customer Insights

business models chief information officer (CIO) cloud brokers collaboration communications infrastructure network management software-defined networking (SDN) telecommunications services carriers

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. What is your view of service in the telecommunications industry? What’s happening in the industry?

Broken Guitars and Broken Promises

Fresh MR

US Tech Market Poised For A Strong 2018, But With Doubts About 2019

Forrester's Customer Insights

business technology (BT) chief information officer (CIO) technology telecommunications servicesAt the midpoint in 2018, the US tech market is on track to grow by 6.7% in 2018, the fastest growth since 2012.

Huawei Global Analyst Summit 2018

Forrester's Customer Insights

cloud computing IoT software platforms network management networking platform-as-a-service (PaaS) telecommunications servicesHuawei hosted its annual Analyst Summit in Shenzhen, China, recently. As in 2016, Huawei reported strong financial growth in 2017.

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.

Mobile World Congress 2018 Felt More Telco-Centric Again

Forrester's Customer Insights

Europe internet of things (IoT) machine-to-machine (M2M) mobile moments telecommunications services UncategorizedNow that the dust has settled from Mobile World Congress 2018, it is possible to get a better feel which mobility themes will set the tone for the coming year of mobility.

12 Customer Service Challenges Faced by Fast-Growing Industries

transcosmos Information Systems

Telecommunications. From prepaid vs. postpaid, mobile broadband, and smartphones, telecommunications companies encounter a huge amount of customer queries and complaints regarding their products and services each day.

What is Customer Communications Management?

Transforming Customer Connections

Or, if you work for a telecommunications company, a template can be set up so if a customer continues to hover around one level of data usage, a message can be added to their bill that says something along the lines of, “Hey, we noticed you continue to use X amount of data.

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.

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

Teletech

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. 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. There’s more… To read the rest of this blog posting click here.

What is Customer Communications Management?

Transforming Customer Connections

Or, if you work for a telecommunications company , a template can be set up so if a customer continues to hover around one level of data usage, a message can be added to their bill that says something along the lines of, “Hey, we noticed you continue to use X amount of data.

What is Customer Communications Management?

Transforming Customer Connections

Or, if you work for a telecommunications company , a template can be set up so if a customer continues to hover around one level of data usage, a message can be added to their bill that says something along the lines of, “Hey, we noticed you continue to use X amount of data.

Poor Telecom Customer Communications Are Sinking Your Company

Transforming Customer Connections

How comfortable are you with your telecommunications company’s customer approval rating? Best Practices CCM Telecoms Customer Communications Management customer experience CX telecom telecommunications

5 Reasons Your Telecom Company Desperately Needs CCM

Transforming Customer Connections

How comfortable are you with your telecommunications company’s customer approval rating? CCM Telecoms Customer Communications Management customer experience CX telecom telecommunications

5 Reasons Your Telecom Company Desperately Needs CCM

Transforming Customer Connections

How comfortable are you with your telecommunications company’s customer approval rating? CCM Telecoms Customer Communications Management customer experience CX telecom telecommunications