Verint

OCTOBER 10, 2017

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. It is essential to understand each step consumers take when communicating with your firm.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Eptica

AUGUST 5, 2016

Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

AUGUST 19, 2015

Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?

Self Service 48

Self Service Customer Service Wireless Contact Center 48

CSM Magazine

JANUARY 31, 2018

As a result, they are planning a more efficient consumer experience by consolidating their channels and service centers to a single multi-lingual operation that provides a ‘follow the sun’ service. At Echo-U, our customer service advisors engage best with intuitive and flowing technologies.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

Eptica

OCTOBER 30, 2015

Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service. Consumer expectations are always rising , and they will judge every sector against the best. These findings provide an important lesson.

Customer Experience 48

Customer Experience Transportation Insurance Wireless 48

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Read the full report here.

Self Service 40

Self Service Wireless Customer Service CRM 40

Verint

NOVEMBER 13, 2017

In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information Technology (CEWIT) at Stony Brook University, he said that consumers are demanding easy and productive interactions when they contact a company.

Virtual Agent 32

Virtual Agent Wireless Customer Service Banking 32

Alliance by IFS

JANUARY 30, 2017

This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber. Customer engagement. Employee productivity. Improved collaboration. Cost savings. Employee satisfaction.

Connections 50

Connections Competitive Advantage Wireless Return on Investment 50

Think Customers

NOVEMBER 7, 2019

The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. So, what does that mean for the customer experience? Given that the average U.S. The deployment of 5G mobile networks is still in its early stages.

Customer Journeys 40

Customer Journeys Customer Experience Wireless Hospitality 40

Guavus

FEBRUARY 11, 2019

Not even Google can rival the wealth of consumer data that communication service providers (CSPs) have at their fingertips. If telecom providers are to enrich their customer engagement and value in ways that increase their profit margins, they need to capitalize on the privileged position they enjoy in the digital food chain.

Customer Experience 51

Customer Experience Marketing Video Analytics 51

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

Pretium Solutions

FEBRUARY 28, 2012

In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores. The wireless and broadband industries illustrate this point. Companies should use data to fix problems and move consumers up the customer loyalty ladder.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores. The wireless and broadband industries illustrate this point. Companies should use data to fix problems and move consumers up the customer loyalty ladder.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores. The wireless and broadband industries illustrate this point. Companies should use data to fix problems and move consumers up the customer loyalty ladder.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

CXApp

DECEMBER 5, 2017

Voice assistant devices like Amazon Echo (Alexa), Siri, Google Assistant (Google Home), and Microsoft’s Cortana are revolutionizing both customer engagements and product interactions. Those features were introduced on our phones and have since expanded to include smart home technology, wireless speakers, and pods.

Customer Experience 40

Customer Experience Multi-Channel Wireless Chatbots 40

Avaya

SEPTEMBER 29, 2016

The city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers. At Avaya, we have the ability to deliver across various verticals and provide the opportunity to implement smart buildings, allowing consumers to experience it live, not just as a demo or prototype.

Government 40

Government Healthcare Contact Center Video 40

West Monroe

JANUARY 23, 2022

The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. Developer and customer engagement: Utilities are providing web-based and standalone customer engagement tools to engage prospective customers.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Flavio Martins.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Flavio Martins.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

AUGUST 18, 2023

As business texting revolutionizes communication strategies, 10 DLC is a significant development that further enhances customer engagement and messaging efficiency. In the rapidly evolving landscape of mobile communication, wireless phone carriers are working hard to combat spam for businesses and consumers alike.

Wireless 98

Wireless How To Effort Score Guidelines 98

CSM Magazine

APRIL 22, 2024

This transformation isn’t just about convenience; it alters how customers engage with music, crafting experiences that are personal, immediate, and increasingly interactive. Let’s explore this digital metamorphosis and its profound impact on customer experience.

Industry 52

Industry Customer Experience Wireless Social Media 52

Pointillist

AUGUST 26, 2019

Link NPS with Operational Data Voice of the Customer programs yield far more significant insights when VoC data is combined with operational data residing in CRM, POS, billing, fulfillment and other internal systems. However, it can be time consuming to manually add metadata like customer profile information to NPS survey data.

NPS 79

NPS Strategy Net Promoter Score How To 79

Bold360

DECEMBER 1, 2016

Mark Harrington is Vice President of Marketing for Clutch , a leading Consumer Management platform, delivering innovative marketing solutions to over 60 million customers of premier brands like Crabtree & Evelyn, Godiva, Meineke, and Rawlings. Erol Toker is the Founder and CEO of Truly Wireless. Mark Harrington. Ajay Prasad.

Software 40

Software Customer Experience Company CRM 40

Interactions

DECEMBER 18, 2024

While weathering Tropical Storm Helene with many other industry leaders, I joined Jeffery Carson, Vice President of Journey Analytics & Operations at Synchrony , and Neel Sen, Director of Consumer Product Innovation at Verizon on stage to discuss the future of customer experience in contact centers.

Innovation 62

Innovation Self Service Engagement Effort Score 62