Bill Quiseng

JULY 18, 2017

I decided to focus 100 percent on customer experience thought leadership – speaking at events, writing a book “ More Is More ,” and even teaching an executive education at Rutgers Business School this August. She has worked with Intel, Verizon Wireless, and many more. Follow her on Facebook and Twitter.

Customer Experience 283

Customer Experience Contact Center Wireless Conference 283

TechSee

OCTOBER 10, 2019

Network judgment climates emerge when contact center leadership fosters a culture of collaboration, allowing agents to make decisions based on group discussion and guidance. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. Group effort.

Contact Center 117

Contact Center Culture Self Service Wireless 117

Talkdesk

APRIL 7, 2020

He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.

Customer Service 81

Customer Service Contact Center Wireless Leadership 81

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

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Michael Lowenstein, Ph.D.,

Wireless 60

Wireless Marketing Advertising e-support 60

Michelli Experience

JULY 13, 2016

In industries like hotels and wireless service, the annual incremental revenue boost is calculated as “BILLIONS” of dollars. Modeling the business value of higher Customer Experience Index scores, Forrester estimates millions of dollars in annual incremental revenue for “any company in any category” they survey.

Customer Experience 100

Customer Experience Wireless Effort Score Infographics 100

Up Your Service

OCTOBER 16, 2018

Wireless revenue market share up from 40 to 56% over 6 years. Employee Engagement hits 91%, and the Asia Corporate Excellence and Sustainability Awards – which ranks companies in leadership and corporate social responsibility – they award Globe the title of “Best Employer”. Well, has all this really worked at Globe?

Culture 76

Culture Wireless Case Study Employee Engagement 76

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

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

Chadwick Martin Bailey

JUNE 28, 2019

When I was at T-Mobile, it was delightful to shake up the wireless industry and win customers with no contracts and installment plans. If they’re not asking for a new segmentation and there’s major disruption in the category, it’s imperative to secure senior leadership support. That’s a very good reason to consider a new segmentation.

Wireless 55

Wireless Entertainment Financial Leadership 55

Alliance by IFS

DECEMBER 10, 2018

. “Astea has distinguished itself in a crowded field by its accomplishments on a number of simultaneous fronts,” said Frost & Sullivan’s Industry Director, Mobile & Wireless Communications, Jeanine Sterling. The results for field service organizations are quicker trouble resolution, happier customers, and even increased sales.”.

Management 83

Management Company Self Service 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 130

Customer Experience Customer Service Social Media Consulting 130

Heart of the Customer

SEPTEMBER 25, 2014

The feedback has been tremendous, to the point where the city leadership is looking for more opportunities to plug in this capability. Increasing Impact through Journey Mapping Workshops. How has this helped Kelly’s overall customer experience program? Advice for others.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

CSM Magazine

AUGUST 1, 2017

He has held various directorships with Cable & Wireless, Vodafone and O2. More recently, Keith was Vice President, Marketing & Strategy for technology start-up IP Wireless where he helped grow the business over five years, culminating in a successful acquisition of the company by General Dynamics.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Time in the store equates to spending on coffee and other products, so Starbucks began testing wireless recharging mats at various locations. Michael Lowenstein, Ph.D.,

Consumers 60

Consumers Wireless Banking Leadership 60

Beyond Philosophy

APRIL 6, 2016

CMC Thought Leadership Principal, Beyond Philosophy. We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom. Michael Lowenstein, Ph.D.,

Gamification 60

Gamification How To Wireless Loyalty Programs 60

Beyond Philosophy

APRIL 6, 2016

CMC Thought Leadership Principal, Beyond Philosophy. We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom. Michael Lowenstein, Ph.D.,

Gamification 60

Gamification How To Wireless Loyalty Programs 60

Hero Digital

SEPTEMBER 21, 2018

Thought leadership. Throughout the conference you’ll see our team talking CX at booth #607 (stop by for a chance to win Bose QuietControl Wireless Headphones ), weaving in and out of sessions, having 1:1 meetings with customers (interested in meeting up? Emerging trends. Customer experience.

Meeting 41

Meeting Wireless Conference Leadership 41

Alliance by IFS

DECEMBER 10, 2018

. “Astea has distinguished itself in a crowded field by its accomplishments on a number of simultaneous fronts,” said Frost & Sullivan’s Industry Director, Mobile & Wireless Communications, Jeanine Sterling. The results for field service organizations are quicker trouble resolution, happier customers, and even increased sales.”.

Company 62

Company Self Service Wireless Software 62

Blake Morgan

FEBRUARY 1, 2022

Frank Boulben, Chief Revenue Officer at Verizon Wireless , views his role as collaborating across the company to set customer experience priorities. In most companies, this includes the CEO, CMO, and Chief Experience Officer. But there’s also another crucial role to consider: Chief Revenue Officer. .

Wireless 52

Wireless Touchpoint Customer Focused Customer Experience 52

Centercode

FEBRUARY 18, 2021

Enable P&L owners, finance, and leadership to leverage early feedback and star ratings to help with predictability of product sales. Internet access wasn’t available in the average household. Cell phones weighed around a pound and a half. Spam was something you ate with eggs or over rice.

eBook 59

eBook Wireless Fashion Social Media 59

CSM Magazine

FEBRUARY 24, 2021

Her clever system-based solution had the twin advantage of setting up an accessible work queue within the company CRM while also providing MetTel leadership ample reporting data to prove that her initiative was clearly meeting a pent-up customer demand. These restaurants were facing imminent service interruption due to nonpayment.

Customer Service 52

Customer Service Government Wireless Contact Center 52

Michel Falcon Experience

APRIL 3, 2019

I’ve leveraged my customer experience strategies and shared them with companies like CenturyLink, Alfa Romeo, Verizon Wireless, and dozens of others. Thanks again for your help inspiring our culture and customer experience leadership. The reason I share that with you, is because my strategies are tried, tested, and true.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

PeopleMetrics

JANUARY 12, 2015

Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors. So every quarter, leaders cross-reference customer feedback data with churn levels.

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

Beyond Philosophy

SEPTEMBER 13, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes.

Social Media 60

Social Media Multi-Channel B2C Wireless 60

Gainsight

JANUARY 18, 2021

Whether from a career or product perspective or both, he saw that the wireless-mobile industry was the future for him. Anand found his style was akin to a manager at Yahoo who took him under his wing and guided him in leadership. . Find a way to accomplish this without causing complete conflict while balancing proper leadership.

Wireless 52

Wireless Contact Center Software Leadership Software 52

CSM Magazine

JANUARY 9, 2019

Perhaps unsurprisingly, SOTI, a business-critical mobility solution creator, believes better enterprise mobility management (EMM) is key – that is, improvement in the processes and technology focused on managing mobile devices and wireless networks. IT leadership buy-in/support. Employee mobile training.

Technology 40

Technology Return on Investment Wireless Transportation 40

West Monroe

JANUARY 29, 2024

Involve key stakeholders across the utility organization: Important stakeholders include executive leadership, IT teams, field communications managers, security teams, and others that would be impacted by the rollout of a PVNO system. Grid edge solutions meet existing infrastructure: What is PVNO?

Connections 52

Connections Roadmap Wireless Financial 52

PeopleMetrics

APRIL 17, 2015

billion for hotels and wireless service providers.”. Maya applies her strong background in crafting a variety of content deliverables for the online industry to develop ClickTale’s thought leadership content. Managing Customer Experience Comes From Measuring Customer Experience. Maya holds a B.A.

Customer Experience 48

Customer Experience Marketing Wireless Measurement 48

AWS Machine Learning

OCTOBER 10, 2023

In telecommunications , FL can be applied to edge computing, wireless spectrum management, and 5G core networks. The global models for brain tumor segmentation perform similarly to the model trained by collecting distributed datasets at a central location.

Healthcare 109

Healthcare Training Hospitality Telecommunications 109

Tricia Morris

JUNE 19, 2015

Watch this complimentary thought leadership and best practices webinar. Bill Patterson, Microsoft Senior Director of Customer Self-service Solutions explores the critical role of knowledge and portals in self-service efforts, as well as consistent engagement across channels. appeared first on Parature.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Answer Dash

APRIL 17, 2020

Lead by example C-suite and leadership have an important role to play in making CX a company priority, not only because they’re empowered to make change but because staff at all levels naturally look to them to see how to behave.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Hero Digital

AUGUST 5, 2019

How it worked: To set up meetings with CIOs and CSOs at these target accounts, a highly targeted (account-based) campaign for 80 of their top target accounts was created with the ambitious goal of directly setting up meetings with their Sales leadership. The mission: Take a brief meeting with a “point of contact” at Bottomline.

B2B 42

B2B Examples Marketing Video 42

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