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?

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Industry spotlight: responsible AI in telecommunications

Integrate.ai

Telecommunications companies have plenty to gain from advances in AI—like the ability to deliver truly individualized customer experiences. But these gains should never come at the expense of customer privacy and trust, which is why a responsible approach to AI is so critical.

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.

Tractica Research Report – Artificial Intelligence for Telecommunications Applications

Guavus

The content below is an excerpt from the Tractica Research Report on Artificial Intelligence for Telecommunications Applications, published in 3Q 2019. The post Tractica Research Report – Artificial Intelligence for Telecommunications Applications appeared first on Guavus - Go Decisively. Artificial Intelligence Big Data Analytics Customer Experience Analytics General Real-time Analytics AI AI use cases artificial intelligence Telecommunications

How are you celebrating National Public Safety Telecommunicator Week?

Customer Interactions

National Public Safety Telecommunicator Week is the week set aside each year to recognize the extraordinary work and efforts of our nation’s emergency call takers and dispatchers, the true first responders and unsung heroes of 911 – all 250,000 of them!

Sabio Group signs strategic partnership agreement with Dutch mobile and telecommunications provider

MyCustomer

2nd Dec 2019 Leading CX solutions specialist to provide operational support for contact centre activities across the Netherlands Sabio signs partnership with Dutch mobile provider

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.

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.

Gear Up Pragmatically For 5G

Forrester's Customer Insights

age of the customer chief information officer (CIO) chief marketing officer (CMO) customer experience enterprise architecture infrastructure & operations telecommunications services 5G CIO CX emerging technology Telecommunications

Coronavirus, Business Continuity and Visual Assistance: How Enterprises Ensure Service Delivery

TechSee

AR in Enterprise Tech Dispatch Rate Virtual Technician truck rolls Field Services Visual Assistance consumer electronics telecommunications field service medical technology

Customer retention in the telecom industry – new thinking

TechSee

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn.

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.

The Coronavirus Crisis Puts Telcos Back On The Map As Strategic Providers

Forrester's Customer Insights

Age of the Customer customer experience management digital business mobile technology network security omnichannel customer experience 5G telcos TelecommunicationsThe coronavirus crisis offers telcos an opportunity to reposition themselves.

A Timeline Guide For Your 5G Strategy

Forrester's Customer Insights

age of the customer 5G carrier networking telco TelecommunicationsThe rollout of 5G is much more evolutionary than the rollout scenarios of previous cellular standards.

5G In The Retail Sector

Forrester's Customer Insights

age of the customer retail 5G infrastructure networking Telecommunications5G will speed up the transformation of the retail sector by delivering technology building blocks for frictionless end-to-end experiences.

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

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.

AI and Market Research: Compatible or Combustible?

Market Strategies International

However, … Continue reading → Consumer & Retail Energy Financial Services Healthcare Industry Expertise Life Sciences Research Specialties Research Trends Technology Telecommunications

Nonpublic 5G Networks Will Be A Critical Building Block Of Your Enterprise Network Strategy

Forrester's Customer Insights

application modernization mobile architecture network management network security networking security & risk telecommunications services virtual network infrastructure (VNI

Learn From Telcos And Network Infrastructure Vendors About Innovations For Networked Solutions

Forrester's Customer Insights

age of the customer communications infrastructure Innovation local area network (LAN)/wide area network (WAN) network management networking software-defined networking (SDN) telecommunications services virtual network infrastructure (VNI

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

Digitalization In Industry — Observations From Hannover Messe 2019

Forrester's Customer Insights

APIs & API management chief information officer (CIO) customer experience development & operations (DevOps) digital business Innovation open data telecommunications services

It’s Time To Dust Off Your Pandemic Plans

Forrester's Customer Insights

age of the customer security & risk business continuity climate change disaster recovery employee experience pandemic remote work risk management Security & Risk Telecommunications

The Realities of Rural 5G Deployment in the US

Forrester's Customer Insights

Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me.

Xfinity Mobile’s Surprising Impact on the Cable Industry

Fresh MR

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

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

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

How Much Is CX Actually Worth In Profit for Telecoms?

Forrester's Customer Insights

We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.

A Guide To 5G Strategy

Forrester's Customer Insights

age of the customer broadband & remote access media network management networking telecommunications services promotedThe hype around 5G is growing.

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?

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

Broken Guitars and Broken Promises

Fresh MR

How Customer Service is Being Transformed by the Growth of Mobile Messaging The world watched in astonishment a few weeks ago as a video surfaced of a United Airlines passenger being physically dragged from a plane after he refused to … Continue reading → CX Technology Telecommunications