Centriam Customer Experience Lab

MARCH 26, 2019

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

NPS 57

NPS Wireless Telecommunications Data 57

eglobalis

MARCH 30, 2025

For example, telecommunications providers track Twitter for outage reports or service complaints; a sudden cluster of angry tweets about network issues alerts them to a problem long before a formal survey would. Well see how they leverage technology to listen at scale, using telecom and utilities as key examples.)

Survey 357

Survey Banking NPS Effort Score 357

Uniphore

JANUARY 27, 2022

To view it please enter your password below: Password: The post Protected: Telecommunications CX: 5 Predictions for 2022 appeared first on Uniphore. This content is password protected.

Telecommunications 100

Telecommunications 100

eglobalis

FEBRUARY 3, 2025

Example: A telecommunications company using Medallia improved its customer retention rate by 10% by addressing feedback related to service quality and billing issues. Solution: AI-powered feedback analysis tools like SAP Qualtrics and Medallia automate the analysis of customer feedback, identifying trends and actionable insights.

B2B 422

B2B Customer Journeys Customer Experience Chatbots 422

NobelBiz

JANUARY 9, 2024

Table of Contents Primary Rate Interface (PRI) PRI is a telecommunication interface standard for carrying voice and data transmissions between a network and a user. At its core, PRI employs a T1 or E1 line, which are types of digital transmission systems commonly used in telecommunications.

Telecommunications 103

Telecommunications Contact Center Call Center Communication 103

Customer Bliss

FEBRUARY 21, 2019

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.

Telecommunications 120

Telecommunications Company Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

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.

Telecommunications 111

Telecommunications Company Culture NPS 111

TechSee

JUNE 9, 2022

TechSee, which enables remote support without dispatching technicians or other human resources, is already used by five of the top ten European and North American telecommunications carriers. corporations and telecommunications carriers, the company has extensive experience and a proven. Implementation Process. Terilogy Co.,

Telecommunications 109

Telecommunications Video Contact Center e-support 109

Optimove

APRIL 24, 2023

The post Optimizing Marketing Performance for Telecommunications Brands appeared first on Optimove.

Telecommunications 76

Telecommunications Brands Marketing 76

Uniphore

NOVEMBER 17, 2021

November 17, 2021 — Uniphore , the leader in Conversational Automation, today announced it ranked 248 th on the Deloitte Technology Fast 500 , a ranking of the 500 fastest-growing technology, media, telecommunications, life sciences, fintech, and energy tech companies in North America, now in its 27 th year.

Technology 246

Technology Telecommunications Company Innovation 246

TechSee

FEBRUARY 10, 2025

A leading telecommunications provider improved FCR by 30% by leveraging a multimodal AI approach to troubleshooting. Here’s how AI agents like Sophie AI move the needle: Higher First Contact Resolution (FCR) Visual communications provide instant clarity to both the customer and the remote support agent.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

Lumoa

JULY 21, 2022

During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. The telecommunications industry is not known for its high-quality customer service. Keeping customers engaged is crucial, especially in an industry as saturated as the telecommunications vertical. .

Customer Experience 221

Customer Experience Telecommunications CEM Customer Journeys 221

Lumoa

NOVEMBER 2, 2022

The telecommunication industry is a multi-billion dollar infrastructure that has been steadily growing every year. We rely on telecommunications to connect, communicate, and conduct business globally. This blog will share some of the highlights of the webinar.

Industry 221

Industry Telecommunications Customer Experience Multi-Channel 221

ECXO

FEBRUARY 3, 2025

Example: A telecommunications company uses surveys to gather insights on customer satisfaction with their sales team, then makes adjustments to their outreach strategies based on the responses. Monitor customer satisfaction metrics (e.g., NPS, CSAT) to identify areas of improvement.

Sales 259

Sales Customer Experience e-support Examples 259

TechSee

OCTOBER 31, 2018

billion connected devices will be in use worldwide by 2020, more and more CSPs are jumping on the bandwagon, recognizing the value of artificial intelligence applications in the telecommunications industry. With Gartner forecasting that 20.4 Robotic Process Automation (RPA) is a form of business process automation technology based on AI.

Industry 100

Industry Telecommunications Trends Self Service 100

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Addressing these drivers allows you to enhance satisfaction, loyalty, and retention.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

CX Accelerator

AUGUST 19, 2019

In my last role where I was managing the CX program for a large, nationwide telecommunications company I created a dashboard which had all the headline metrics on the first page (which satisfied executives and 90% of readers) but had an additional 4 pages of data to satisfy the needs of the other 10% who wanted more granular detail.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

Lumoa

JUNE 4, 2018

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.

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

TechSee

NOVEMBER 4, 2024

Telecommunications: Streamlines customer support by enabling technicians to remotely diagnose and troubleshoot issues with customers’ devices, reducing the need for costly on-site visits and improving first-time fix rates.

Video 109

Video Telecommunications Customer Satisfaction Analysis 109

ECXO

AUGUST 2, 2023

The telecommunications industry is susceptible to consumers’ different priorities in times of economic hardship – many consumers will stick with the handset they already have or shop around for a cheaper deal elsewhere, even if the monthly pay package offers less data or perks.

Consumers 296

Consumers Industry Telecommunications Return on Investment 296

TechSee

NOVEMBER 27, 2024

Telecommunications leaders that implemented TechSee have successfully improved customer experience and dramatically cut costs across service operations: 51% improvement in customer satisfaction (CSAT). Real-World Results Businesses that cultivate a customer-centric culture often witness increased market presence and customer loyalty.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

TechSee

OCTOBER 17, 2024

Real-World Success with Sophie AI TechSee’s visual AI has delivered significant results for businesses across various industries: Telecommunications: Reduced truck rolls by 45%, improved CSAT by 51%, and increased NPS by 47%. Smart Home: Decreased product returns by 25% and improved customer satisfaction by 18%.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

AWS Machine Learning

OCTOBER 30, 2024

With over 15 years of experience in contact centers and telecommunications, Priti specializes in helping customers achieve their desired business outcomes with customer experience on AWS using Amazon Lex, Amazon Connect, and generative AI features.

Chatbots 118

Chatbots Hotels Contact Center Telecommunications 118

Kerry Bodine

JANUARY 29, 2019

Banking and other financial services firms accounted for over a third of those in our study—followed by the telecommunications, computer software, and utilities industries, which each accounted for more than 5% of journey managers. We also looked at the industry category listed for each journey manager’s current company on LinkedIn.

Management 234

Management Apparel Chief Customer Officer Telecommunications 234

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. Why is machine learning important to Vodafone?

Telecommunications 133

Telecommunications Training Chatbots CRM 133

AWS Machine Learning

APRIL 3, 2025

In the following sections, we explain how AI Workforce enables asset owners, maintenance teams, and operations managers in industries such as energy and telecommunications to enhance safety, reduce costs, and improve efficiency in infrastructure inspections.

Video 121

Video Telecommunications Analysis System 121

InMoment XI

AUGUST 19, 2024

TELUS Leading the telecommunications industry, TELUS is Canada’s fastest growing telecommunications company with more than 13.1 Whether it be personal, business, health, or security oriented, TELUS offers a full scale of innovative telecommunication products and services. million customer connections.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Customer Bliss

SEPTEMBER 19, 2017

Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. In this role, she was responsible for defining both the company’s national sales growth and vertical-specific product development.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

AWS Machine Learning

MAY 8, 2024

The telecommunications industry is more competitive than ever before. This outstanding achievement not only underscores the robustness of the solution, it also highlights its pivotal role in fortifying Dialog Axiata’s position as a leading player in Sri Lanka’s highly competitive telecommunications landscape.

Telecommunications 130

Telecommunications Effort Score Training Analysis 130

AWS Machine Learning

MARCH 19, 2025

With a comprehensive suite of telecommunications applications serving customers globally, they needed an approach that would allow them to incorporate LLMs across their portfoliofrom AI assistants to speech recognitionwithout compromising performance or increasing operational complexity.

Innovation 144

Innovation Healthcare Training Resources 144

CSM Magazine

OCTOBER 30, 2024

The event also honored organizations like the Telecommunications and Digital Government Regulatory Authority (TDRA), Virgin Mobile UAE, Nakheel Community Management, NX Digital Technology, and Dubai Holding Community Management for their customer-centric initiatives.

Telecommunications 52

Telecommunications Innovation Customer Service Government 52

GetFeedback

AUGUST 7, 2019

Field Service Lightning is most commonly used for industries like public utilities and transportation, vending machine services, telecommunications, waste management, financial services, retail, professional services, manufacturing, and child care. Set up GetFeedback Actions to follow up with dissatisfied customers.

Telecommunications 170

Telecommunications Transportation Survey Feedback 170

AWS Machine Learning

JANUARY 28, 2025

He holds a PhD in Telecommunications Engineering and has experience in software engineering. About the authors Paolo Di Francesco is a Senior Solutions Architect at Amazon Web Services (AWS).

Management 122

Management Metrics Comparison Telecommunications 122

ijgolding

MARCH 1, 2018

Stratmetrix.com are conducting a study in the UK, seeking to understand which telecommunication service providers explicitly have which customer experience issues and what could be done to improve them. That is where your help is needed!

Communication 136

Communication Survey Telecommunications Study 136

InMoment XI

APRIL 24, 2024

By leveraging advanced technology such as AI-powered chatbots, predictive customer analytics , and telecommunication tools, these centers streamline workflows, reduce wait times, and optimize resource allocation. The benefits of healthcare contact centers extend beyond mere convenience.

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

AWS Machine Learning

OCTOBER 16, 2024

During his career, he has focused on digital transformation projects within large companies in industries as diverse as finance, multimedia, telecommunications as well as the energy and gas sectors. Prabir Sekhri is a Senior Solutions Architect at AWS in the enterprise financial services sector.

Customer Service 93

Customer Service Contact Center Insurance Financial 93

Customer Bliss

DECEMBER 6, 2018

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.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180