Blake Morgan

FEBRUARY 11, 2025

Kimberly has been with T-Mobile for nearly 20 years, witnessing the companys evolution from a traditional wireless carrier to a technology-driven customer experience leader. AI streamlines insights, enabling teams to deliver faster, more personalized support while keeping interactions human.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

Alida

OCTOBER 20, 2017

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Consumers want the same responsiveness and convenience from health care providers they expect from their wireless carriers, Internet service providers and banks.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

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. Amazon plans to open 3,000 “Just Walk Out” unmanned stores by 2021, with hundreds of cameras and sensors enabling consumers to shop with zero human interaction.

Retail 136

Retail Self Service Wireless Consumers 136

Alida

MARCH 23, 2017

NPS doesn’t consider the entire customer journey and how a customer’s experience and expectations may change with every interaction. For example, if a wireless carrier customer has a history of frustrating interactions, but the last experience happened to be relatively good, they may answer an NPS survey differently.

NPS 133

NPS Net Promoter Score Loyalty Company 133

TechSee

MARCH 17, 2021

The introduction of AR has brought a visual element to the table that is the key to successful contactless interactions with customers. Video or images let technicians or remote experts actually see the devices in their environment (think wireless router, cable modem, TV set, etc.). Augmented Reality. Computer Vision.

Technology 109

Technology Self Service Wireless Competitive Advantage 109

TechSee

APRIL 10, 2019

Customers can interact with the company via their preferred channel, and the data set and next best action will be consistent across all of those channels. Through Digital CX, customers – via social media, chat, email, text, or over the phone – will receive personalized experiences based on their previous interactions.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

BirdEye

DECEMBER 29, 2021

Wireless payment terminal. A wireless payment terminal has all of the functionality of a traditional terminal but doesn’t require a physical landline phone or wired Internet connection. You should have a terminal that accepts near-field communication (NFC) payment forms via a wireless data transfer.

Wireless 98

Wireless Sales Conference Connections 98

BirdEye

DECEMBER 29, 2021

Wireless credit card terminal. A wireless payment terminal has all of the functionality of a traditional terminal but doesn’t require a physical landline phone or wired Internet connection. You should have a terminal that accepts near-field communication (NFC) payment forms via a wireless data transfer.

Wireless 98

Wireless Sales Conference Connections 98

GetFeedback

MARCH 11, 2019

They’re also great if you need to follow up on a phone call or an in-person interaction. They’re also approved by wireless carriers for marketing which means that your messages will have a much higher deliverability rate as they won’t be blocked. greater than email.

Survey 170

Survey Wireless Feedback Consumers 170

Alida

JANUARY 5, 2018

And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. But Forrester says marketers need a deeper understanding of how consumers are interacting with brands with mobile devices, including the role of voice activation.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

BirdEye

APRIL 27, 2023

Texting from the wireless provider’s website 6. Texting from the wireless provider’s website Most wireless providers let you send texts from their websites. Some wireless providers also have desktop apps to download and send text messages. Table of contents 1. Texting with email 2. Texting with iMessage 3.

Wireless 98

Wireless Multi-Channel Social Media Tips 98

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. Scarcity of Skilled Technicians. More than 800,000 5G towers will have to be deployed in the U.S.

Technology 109

Technology Self Service Wireless Telecommunications 109

TechSee

OCTOBER 16, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. This capability allows visual assistants to fully interact, provide feedback and correct the customer when necessary.

Self Service 138

Self Service Wireless Video Chatbots 138

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. 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have an effortless experience.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

TechSee

MAY 15, 2018

Smart home products depend on protocols and standards to interact with each other, such as Wi-Fi, Bluetooth, Z-Wave and ZigBee. Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated.

Analysis 111

Analysis Marketing Self Service Wireless 111

Experience Matters

MARCH 24, 2015

TV service providers (32%) and Internet service providers (34%) earned average scores in the “very poor” range, while wireless carriers, health plans, and utilities earned average scores in the “poor” range. Three other industries earned “good” trust ratings: insurance carriers, retailers, and parcel delivery services. population.

Airlines 120

Airlines Insurance Wireless Banking 120

ShepHyken

JUNE 22, 2016

While Don’s focus is on the digital business world, this technique works for any type of interaction you have with your customers. Let’s say I contact my wireless phone provider. If you were paying attention, you might notice that I didn’t call my wireless provider. Then add value based on our expertise, which is the And.

Meeting 84

Meeting Wireless CRM Conference 84

TechSee

NOVEMBER 11, 2019

While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own. However, it still has a long way to go before it reaches its full potential.

Self Service 138

Self Service Technology Wireless eBook 138

AWS Machine Learning

SEPTEMBER 25, 2024

The Playground page of the Employee Productivity GenAI Assistant Example is designed to interact with Anthropic’s Claude language models on Amazon Bedrock. In the input field, enter a description: A noise-canceling, wireless, over-ear headphone with a 20-hour battery life and touch controls.

Wireless 87

Wireless Travel Examples Resources 87

Storyminers

JULY 7, 2020

Machine vision, predictive analytics, interactive tech, responsive digital displays, and many other once futuristic visions have become common in just a few years. Those who can change their internal capabilities to respond better to emerging customer requests (not just do what the budget or the process says) will be the winners. #2

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

TechSee

MAY 24, 2021

Visual assistance, powered by Video and Augmented Reality, allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement. By the end of 2022, 3G wireless technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. What is Visual Assistance?

Self Service 124

Self Service Contact Center Wireless Video 124

AWS Machine Learning

SEPTEMBER 20, 2024

Employees will have a consistent experience wherever they choose to interact with the generative AI assistant. Authorized users interact with the application environment through the web experience URL after successfully authenticating.

Employee Experience 96

Employee Experience Knowledge Base Wireless Self Service 96

TechSee

OCTOBER 10, 2019

Happier contact center agents mean more pleasant interactions for customers. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. What’s the climate of your contact center? They build relationships with specific customers and are measured both on individual and team performance.

Contact Center 117

Contact Center Culture Self Service Wireless 117

Calabrio

JANUARY 6, 2016

The expansion of self-service options—from the traditional IVR to website help to community-based tech support (what some call “social customer service”)—will also increase, enabling customers to get fast answers to their questions, especially routine ones, without human interaction. Is that interaction positive or negative?

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

TechSee

DECEMBER 19, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular.

Sales 84

Sales Wireless Innovation Consumers 84

Oracle

JULY 14, 2020

And it’s easy to see why this happening – the option is convenient for shoppers, limits congestion in stores, and minimizes human interaction. A contactless payment is a payment transaction that doesn’t require physical contact between a consumer’s payment device and a point-of-sale (POS) terminal.

Trends 111

Trends Customer Experience Wireless Consumers 111

TechSee

MAY 1, 2022

The CSAT score is a commonly used metric that provides valuable insights and actionable data on how happy customers are in their interactions with a company. For example, you can measure customer satisfaction after a specific interaction with a live agent. Why Measure CSAT? A CES score is not black and white.

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

DCX

FEBRUARY 9, 2025

This week’s focus is rethinking how we approach experience design, leadership, and even how AI fits into customer interactions. Greater complexity, rising contact: As AI agents multiply, so do potential snafus—from login hiccups to unexpected interactions between autonomous systems. The role of CX teams is shifting.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

Talkdesk

JUNE 5, 2020

Jabra’s professional audio tools include corded and wireless headsets and earbuds and portable speakerphones, helping the remote worker concentrate, collaborate and maintain productivity in the home office. Krisp helps ensure higher quality voice interactions with customers so agents sound professional and stay productive.

Tools 86

Tools Contact Center Wireless Government 86

ShepHyken

JANUARY 22, 2018

The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. My Comment: This is a fascinating article with a focus on customer service delivered through social channels.

Customer Service 92

Customer Service Chatbots Wireless Airlines 92

Centercode

SEPTEMBER 14, 2020

Consumers rely on wearables like smartwatches, wireless earbuds, and connected fitness products to enhance a wide range of daily activities, from measuring vitals for both proactive and reactive health care to improving their overall quality of life. In 2019, the number of wearable shipments jumped over 80% with a new high of 118.9

Wireless 92

Wireless Connections Feedback Industry 92

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

ShepHyken

JUNE 2, 2017

But there’s a silver lining, here: there are organizations that have become early adopters of the new service model we hear so much about – one built around “knowing” customers, and treating every interaction like what it really is: the perfect opportunity to create value on both sides, and build a stronger, longer-term relationship.

Examples 75

Examples Self Service Wireless Call Center 75

Oracle

JULY 16, 2020

A brand can collect a great deal of information from a customer or prospect via his or her interactions through website navigation, emails, and calls to and from the contact center. For example, a person might be ordering a type of wireless device for their home. Public data may show signal issues in the customer’s area.

Data 83

Data Wireless Government Transportation 83

Cyara

FEBRUARY 21, 2024

These devices can transfer large volumes of data over a network through unique identifiers (UIDs) without requiring any human interaction. To support numerous devices operating on a single network, a wireless solution is often essential. This includes computers, mechanical and digital machines, to name but a few.

User Experience 76

User Experience Wireless Exercises Analysis 76

Centercode

FEBRUARY 5, 2021

Anyone who makes technology that interacts with other devices their customers own. Say you’re testing out your true wireless earbuds and about half of your customers can’t sync them with their phones. Who benefits from using technographics? And those issues aren’t going to affect all of your customers equally, either.

Wireless 98

Wireless Guidelines Survey Connections 98

PeopleMetrics

DECEMBER 19, 2014

For example, are you sending an invitation for feedback based on a recent event or interaction? Here are some other examples of triggered data collection: One of our clients—a wireless provider—invites feedback from customers after meaningful interactions, such as visits to a retail store or calls into the contact center.

Data 83

Data How To Net Promoter Score Wireless 83