Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. Connect: @AnnaSabryan Greg Sherry Bio: Software marketing VP | Tweet about Marketing, Customer Service, Customer Experience, Analytics, Big Data.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Tethr

DECEMBER 7, 2020

Today, we have the ability to use AI and big data analytics to listen and understand at scale—effectively delivering the benefit that a team of business analysts would, but without the cost or time required to do the work manually. Targeted coaching intervention. Results: Downstream Issues. Finally, we have downstream issues.

Coaching 72

Coaching Banking Customer effort Wireless 72

Tethr

MAY 22, 2019

In the book, we profiled one organization—a Canadian wireless carrier—that put a team of business analysts to the task of analyzing a year’s worth of call and transactional data to try to figure out why customers would call them back repeatedly. Technology has come a long way since 2013 when CEB published the book.

Wireless 67

Wireless Coaching Banking Accountability 67