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?

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.

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!

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.

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.

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 55

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?

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.

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.

Broken Guitars and Broken Promises

Fresh MR

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.

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.

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.

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.

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

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

Verint

Voice of the Customer Contact Centers Voice of the Customer Analytics Customer Satisfaction Customer Service Customer Experience Mobile customer engagement optimization Call Centers digital Customer Feedback digital disruption customer engagement customer focus contact center customer churn Opinionlab digital feedback call center telecommunications broadband continuous improvement

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Back Office Integration Coming to the Forefront in Customer Engagement

Verint

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service. However, the melding of customer service capabilities with traditional back office functionality, such as order tracking, fulfilment, billing, and new account creation has been slow to occur.

Touch Commerce: Should It Be Part Of Your Mobile Strategy?

iPerceptions

Deloitte’s Technology, Media, and Telecommunications Predictions identify the trends that will inform industry strategic thinking over the next year. Every January I look forward to Deloitte’s TMT predictions.

Colt Proves NPS® is More Than Just a Number

CustomerGauge

As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider.

NPS 94

Visual digital interactions – Capture the complete customer intention

Customer Interactions

According to analysts, real-time visual communications can provide a richer and more personalized experience in specific industries such as financial services, telecommunications and healthcare

How TELUS Used iPerceptions’ Audience Solutions To Double Their Retargeting Conversions

iPerceptions

With over 12 million subscribers, TELUS is one of Canada’s largest telecommunication companies. To continue to grow its subscriber base, TELUS currently runs several retargeting campaigns, with great success. Digital Marketing

Journey Mapping: Start With Your Hypothesis

Heart of the Customer

I had just led a discussion on journey mapping best practices, where representatives from organizations as diverse as telecommunications, healthcare, and even government swapped ideas and asked questions […].

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets

Lumoa

Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages. Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland.

3 Key Takeaways from Cable Tec Expo 2018

Smarter CX

This past week, we attended Cable Tec Expo 2018 in Atlanta – a conference that showcases breakthrough technology and trends in the cable and telecommunications industries. The best in cable telecommunications are about to arrive!