TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Customer feedback. Instead it suggests that the best way to increase loyalty is by reducing effort.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Pointillist

JANUARY 19, 2022

Let’s dive into three significant reasons why traditional survey feedback and CX measurement approaches fall short. Your Customers Aren’t Responding. Survey fatigue is growing. Whether your customers are receiving too many surveys or the surveys themselves are arduous to complete, response rates are dwindling.

Metrics 75

Metrics Wireless Surveys Banking 75

Pointillist

MARCH 20, 2020

Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web. And finally, they extend the journey to show customers who completed their payment after speaking with a call center agent. So why is the IVR so much less effective?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

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. Two years ago, EY did a survey where they said that some 41% of respondents were investing in accelerating automation as businesses prepare for the post-pandemic reality.

Technology 52

Technology Self service Contact Center Analytics 52