DCX

FEBRUARY 9, 2025

This week’s focus is rethinking how we approach experience design, leadership, and even how AI fits into customer interactions. Source One Big Thing: Clearing The Air Leadership Garden’s article on “Calling Out Room Dynamics” dives into the power of naming awkward energy or unspoken tension in meetings and discussions.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

PeopleMetrics

DECEMBER 19, 2014

But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. When you decide to collect customer data, make sure you have approval and support from the senior leadership team. You have been working hard to get your CEO to buy into the need to get closer to customers.

Data 83

Data How To Net Promoter Score Wireless 83

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

FEBRUARY 24, 2021

Angela partnered with MetTel’s IT and Development teams to design a new system workflow she called “Invoice Analysis Request,” making it available to all customers who wished for an in-depth review of their billing inquiries beyond the general support that the contact center agents are able to provide.

Customer Service 52

Customer Service Wireless Government Contact Center 52

Gainsight

JANUARY 18, 2021

Recently, Nick sat with Anand Chandrasekaran , Chief Product Officer and Executive Vice president of Product Management at Five9, a leading cloud-based contact center software. . Whether from a career or product perspective or both, he saw that the wireless-mobile industry was the future for him. Determination of One’s Path.

Wireless 52

Wireless Contact Center Software Leadership Software 52

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Natalie Petouhof

SEPTEMBER 19, 2016

If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now. Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? 88% text each other.

Wireless 40

Wireless Social Media Contact Center Study 40

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. appeared first on Brad Cleveland.

Wireless 26

Wireless Customer Service Connections Customers 26

Brad Cleveland Blog

FEBRUARY 26, 2016

The onboard wireless service, provided by Gogo, is enabling me to track flight … Continue reading → The post The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience appeared first on Brad Cleveland.

Innovation 26

Innovation Wireless Customer Experience Customers 26

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 24

Wireless Customer Service Connections Customers 24

Brad Cleveland Blog

FEBRUARY 26, 2016

The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado.

Wireless 24

Wireless Innovation Customer Experience Customers 24

Brad Cleveland Blog

MAY 20, 2016

A wireless carrier that I have worked with has a well-organized customer access … Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case.

Strategy 22

Strategy Wireless Customers Examples 22

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 20

Wireless Customer Service Connections Customers 20

Brad Cleveland Blog

MAY 20, 2016

A wireless carrier that I have worked with has a well-organized customer access … Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case.

Strategy 20

Strategy Wireless Customers Examples 20

Brad Cleveland Blog

FEBRUARY 26, 2016

The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado.

Wireless 20

Wireless Innovation Customer Experience Customers 20