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. CCO Role Podcast c-suite customer experience CX telecommunications

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. It’s the leader in the telecommunications market for the country, providing voice, mobile, cloud, data and SMS services for both B2B customers and the general public. Do you work in a telecommunications organization? Customers as Assets customer experience Employee Experience MTN Cameroon Sure International telecommunications voice of customer

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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

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.

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. Rekha shares tactics that I think you’ll find valuable, and pieces together a story that shows just how complex running CX within a competitive telecommunications industry can be.

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. Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation?

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. Today, we’re going to unpack the trust challenge, how to overcome it, and take a look at how TELUS, one of Canada’s top telecommunication carriers, applies responsible AI. 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.

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! According to 911dispatch.com: “Each year, the second full week of April is dedicated to the men and women who serve as public safety telecommunicators.

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.

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.

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.

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. Podcast Alvin Stokes C&W customer experience telecommunications

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 Telecommunications5G Presents Immense Innovation Potential 5G promises to usher in not just new use cases in every industry but also new business models.

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. For more information, click here to download the telecommunications-focused survey report, “Crash and Churn” and take the first step toward improving customer retention in the telecom industry by slashing effort.

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 technologyAs the impact of the COVID-19 pandemic intensifies in a growing list of countries, leading enterprises are seeking out solutions that enable them to protect key personnel and customers while maintaining service delivery.

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. Over the medium and longer term, the stronger telcos will benefit from the crisis.

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 telecommunicationsAccording to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.”

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. Since the merger, Telefonica O2 yields high return, but poor quality in services and customers are the ones suffering the most.

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 TelecommunicationsArtificial intelligence (AI) has increasingly been in the news as a technology that will radically change the world around us. Autonomous vehicles, virtual assistants and medical diagnostic systems are just some AI-based services that will alter how we live.

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 Nonpublic 5G networks promise better privacy, data security, compliance, and cellular network performance; they also offer safer and more private features for dedicated user groups.

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 The report “Connected Solutions Are A Catalyst For Tech-Driven Innovation” highlights how technology-driven innovation by telcos and network equipment vendors can help CIOs from outside the telecoms sector with their innovation initiatives.

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 UncategorizedLessons from the Consumer Packaged Goods Industry The telecom industry has always been innovative, but the innovation has been mostly incremental.

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 servicesHannover Messe, the leading global trade fair for everything industrial, offers a great opportunity to feel the pulse of digital momentum in the industrial context.

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 TelecommunicationsDuring the past week, despite the significant efforts of the Chinese government (including the near lockdown of the city of Wuhan and a travel ban affecting more than 50 million people), the spread of the coronavirus continues.

Xfinity Mobile’s Surprising Impact on the Cable Industry

Fresh MR

” As Comcast marks the … Continue reading → CX Technology TelecommunicationsConsumers now see Comcast as a major Quad Play provider, new data shows Editor’s Note: This is the final installment of a three-part blog series based on a new, independent research study called “The Xfinity Mobile Effect.”

Study 55

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. I am glad this deal will now […].

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 TelecommunicationsEvery impression counts when promoting and maintaining a successful business, and managing your brand identity is a major factor in that success.

The Quad Play Imperative

Fresh MR

” As Comcast marks … Continue reading → CX Technology TelecommunicationsSuccess of Comcast’s Xfinity Mobile has potentially big repercussions in telecom, new research shows Editor’s Note: This is the second installment of a three-part blog series based on a new, independent research study called “The Xfinity Mobile Effect.”

Study 48

Xfinity’s X-Factor

Fresh MR

” As Comcast marks the one-year anniversary of … Continue reading → CX Technology TelecommunicationsNew research from Market Strategies shows Xfinity Mobile’s impressive traction Editor’s Note: This is the first installment of the three-part blog series based on a new, independent research study called “The Xfinity Mobile Effect.”

Study 46

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 TelecommunicationsNew Market Strategies study reveals consumer attitudes on “fast” and “slow” lanes Many industries are closely watching the future of net neutrality.

Study 43

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. Governments are auctioning off the necessary spectrum; telcos are testing the first 5G networks; handset vendors are announcing the first 5G smartphones; business users are exploring potential 5G use cases; and consumers are seeing media reports about the possibilities of super-fast broadband. And yet, are you familiar with the […].

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 TelecommunicationsIn October 2017, CBS shared that its standalone streaming service, CBS All Access, has seen a record number of new subscribers in a single week.

How Much Is CX Actually Worth In Profit for Telecoms?

Forrester's Customer Insights

age of the customer customer centricity customer engagement customer experience customer experience index (CX Index) customer experience maturity customer experience measurement customer experience strategy customer insights customer relationship management (CRM) customer-centric design data analysis data insights digital business digital transformation experience design (XD) loyalty hardwiring Telecommunications

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.