Analytics Customer Care Wireless 
Storyminers
JANUARY 12, 2017
Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). Together, we worked on the wireless drive-thru experience for McDonald’s. Steve taught me how to design a business to be adaptive to its customers’ needs.
Storyminers
JUNE 3, 2022
Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). Together, we worked on the wireless drive-thru experience for McDonald’s. Steve taught me how to design a business to be adaptive to its customers’ needs.
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Storyminers
JULY 7, 2020
1 Deepen your customer profile. Customers expect an ever more frictionless experience and more proactive service. You’re dead if you don’t know what your customers care most about. #2 There are still many contact centers that put internal performance numbers ahead of customers’ needs. 2 Serve before you sell.
Guavus
JULY 10, 2018
Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. Traditional Customer Care Ops Systems Lack a Wholistic View. Customer Care Ops teams typically monitor customer service call volumes separately. Transform Customer Care Ops.
Storyminers
JANUARY 12, 2017
Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). Together, we worked on the wireless drive-thru experience for McDonald’s. Steve taught me how to design a business to be adaptive to its customers’ needs.
Pointillist
SEPTEMBER 10, 2020
Customer expectations for personalization have evolved immensely. Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Unfortunately, many enterprises under deliver.
ShepHyken
JUNE 2, 2017
Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention. As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014.
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