Beyond Philosophy

SEPTEMBER 27, 2017

You would have thought that this would change over time, but about five years ago, we conducted research where we asked customer experience professionals at about 40 telecom companies worldwide to name a company in their industry whose customer experience they admired. Share your experiences in the comments box below.

Wireless 294

Wireless Telecommunications Customer centricity Customer emotions 294

Beyond Philosophy

SEPTEMBER 29, 2015

As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User Experience (UX) provides an integral link to Customer Experience (CX). Moreover, if you aren’t on a wireless router, they are burning your data (that you had budgeted for streaming important cat videos).

Advertising 349

Advertising Wireless Consulting Consulting 349

Beyond Philosophy

APRIL 6, 2016

We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom. Republished with permission from CustomerThink.com.

Gamification 236

Gamification Benchmark Automotive Wireless 236

CSM Magazine

JUNE 7, 2023

The business has invested in a market-leading hybrid network, utilising fibre and 5G wireless technology to provide rock-solid, reliable broadband without compromising on speed. With hundreds of miles of fibre, hundreds of wireless masts and a UK-leading 5G standalone network, Quickline has created Britain’s most powerful hybrid network.

Wireless 52

Wireless Customer Service Telecommunications Consulting 52

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 247

Marketing Wireless Advertising Revenue potential 247

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

TechSee

JANUARY 28, 2020

According to recent research on consumer behavior, everything from coffee machines and smart TVs to wireless routers and drones were on the chopping block last year. Consulting firm Accenture reported that 68 percent of all consumer electronics returns fell under the NFF umbrella. This is a serious problem.

Wireless 136

Wireless Self service Sales Chatbots 136

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. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. What makes customer experience difficult?

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Beyond Philosophy

APRIL 6, 2016

We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom. Republished with permission from CustomerThink.com.

Gamification 150

Gamification Benchmark Automotive Wireless 150

Talkdesk

APRIL 7, 2020

This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Former Walt Disney World CX leader, Dennis Snow , will share his passion for “Delivering World-Class Customer Service – Lessons From The Mouse” with all attendees.

Customer Service 81

Customer Service Wireless contact center solutions Cloud contact 81

CSM Magazine

MARCH 12, 2018

Retailers are facing a customer experience transformation and location data is playing a key role. For some industries, like banking and cable TV, customer service transcends spatial boundaries. A customer can call a number, regardless of his or her location, and receive answers to questions. Show, don’t tell.

Customer Experience 40

Customer Experience Wireless Telecommunications Finance 40

Beyond Philosophy

JUNE 29, 2015

And, personalization truly optimizes the overall customer experience, perhaps its most important benefit. Doing this contributes to making an enterprise like Target feel more human, transparent, authentic and honest, and accessible to customers and other stakeholders.

Wireless 257

Wireless Banking Enterprise Accountability 257

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. For example, the technician can advise the customer on the best placement of sensors and security cameras, suggest equipment upgrades such as door locks and smart thermostats, and provide tips to reduce false alarms. Helping an on-site technician.

Self service 109

Self service Wireless Contact Center Government 109

Outsource Consultants

OCTOBER 23, 2018

They provide great company culture and the increased customer experience scores allow these vendors to continuously outperform the larger BPOs. Most of the agents in these contact centers are college-educated and under age 30, which helps the companies provide high-quality customer experiences for Fortune 500 and Fortune 1000 clients.

outsourcing 59

outsourcing Contact Center Automotive Real estate 59

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Global Media

JULY 12, 2019

I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Skybridge

JULY 21, 2020

In his article for SmarterCX, Stephen Fioretti takes a look at the long term effects – and benefits – that COVID-19 is already having on customer experience. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out.

At home agents 52

At home agents Wireless Government Contact Center 52

C Space

NOVEMBER 28, 2018

Everything is going to be wireless. In a digital and wireless world, with one device for everything, who needs coins and cash? Christina Stahlkopf, senior research consultant, C Space, notes that despite the results, Amazon is still a unique business. In a way it has. We’re witnessing the holistic revolution of technologies.

Wireless 45

Wireless Construction Healthcare Technology 45

PeopleMetrics

JULY 31, 2018

Using a computer algorithm that identifies common themes or topics by scanning and grouping customer comments, text analytics provides an unprecedented ability to make sense of and take action on large volumes of unstructured customer feedback. Wi-Fi could be a topic, but some customers might call it wireless internet.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Quiq

MAY 15, 2019

In business since 1978, Smith Thompson provides home security, wireless monitoring, and pest control. From sales and installations to monitoring and service, this Plano, Texas-based company takes care of its customers from beginning to end. The post How Smith Thompson Handles Multiple Customers at a Time appeared first on Quiq.

Wireless 40

Wireless Sales Consulting Consulting 40

C Space

JULY 23, 2021

By Franco Bonadio, Managing Partner, Human Truths Bill Alberti, Managing Partner, Human Truths Machiko Wilson, Associate Consultant. 3 11 musicians perform together using wireless or portable instruments brings a story that balances hope in a troubled world. . The Renaissance of “Me”. It doesn’t really matter what it is.

Wireless 52

Wireless Consulting Consulting Sales 52

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. In return, the customer experience will improve and the agent frustration will be reduced. At the age of 25, Jack Barmby is the innovative founder and CEO of Gnatta , a market leading customer technology platform.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

B2C 341

B2C B2B Wireless Customer centricity 341

Vistio

JULY 11, 2022

Again, that international theme, wireless, local loop, data access and voice for companies in places like India and Bangladesh and Ghana and Cameroon. Well, back to this point about the employee experience is, it’s part of providing a great customer experience and you have to have good people. For sure, yeah.

Technology 52

Technology Self service Contact Center Analytics 52

RichCall

SEPTEMBER 13, 2017

Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Blair Pleasant , analyst and consultant about Unified Communications. Donna Peeples , Customer Experience Strategist. Bruce Temkin , a customer experience transformist. Babylon Health or Your.MD

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

JustCall

APRIL 5, 2022

While customers didn’t already like waiting on support calls and expected an excellent experience when interacting with brands, this has only become more substantial now. Did you know 80% of consumers would approach a competitor after one bad customer experience with a business? (So, Look at their security.

voip 40

voip Interactive Voice Response Analytics Sales 40

C Space

OCTOBER 1, 2018

Senior Consultant at C Space. is a Senior Consultant in C Space’s Boston office and a core member of our global research team. Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. 5 Retailers With the Best Customer Experiences of 2018. Leading the Way for Customer Experience.

Airlines 40

Airlines Wireless Advertising Telecommunications 40

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. But now that you’re measuring it, how do you improve NPS?

Analytics 79

Analytics Banking Metrics Accountability 79