Beyond Philosophy

SEPTEMBER 27, 2017

AT&T, for example, sent this text to its wireless customers in Florida: “…we’d like to help out during this difficult time. In short, it would be attuned to its customers’ emotional reactions. Unfortunately, telecoms are still inwardly focused and have a long way to go to become customer-centric.

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Marketing 246

Marketing Wireless Advertising Revenue potential 246

Beyond Philosophy

JUNE 29, 2015

Starbucks, for example, learned via its community that customers were not staying in the stores when the batteries on their smart phones ran out of power, leaving to go back home or to their offices to recharge. Domino’s has partnered with Lionsgate Pictures to offer a code for free streaming movies when a pizza is ordered.

Wireless 257

Wireless Banking Enterprise Accountability 257

Pointillist

OCTOBER 22, 2018

Since CX professionals are just starting to wake up to the idea of applying AI to improve customer experience measurement, you’re probably not sure how or where to begin. Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40