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. Maybe he should have stuck with the hose. The Consumer Challenge. Companies have taken notice of consumer preference for self-service.

Self Service 138

Self Service Wireless Chatbots Video 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. This lack of ROI further calls into question the practice of over-delivering when delighting customers increases operating costs by 10-20%.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

DCX

FEBRUARY 9, 2025

Coach’s Corner: Embrace the paradox Rethink ROI: Historical data shows we rarely see pure cost savings from new tech. Helium Mobile is flipping the wireless industry upside down. More complexity equals more need for human help. Instead, AI lets you scale faster and deliver better outcomes.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

ShepHyken

JUNE 2, 2017

Below are a few great examples of organizations that have completely re-architected the way they think about and interact with customers – and produced a sustainable ROI as a result: The Royal Bank of Scotland integrated their customer data into an always-on customer brain (video).

Examples 75

Examples Self Service Wireless Call Center 75

Alliance by IFS

JANUARY 30, 2017

Jeanine Sterling, Industry Director, Mobile and Wireless Communications at Frost & Sullivan, and Deb Geiger, VP Global Marketing at Astea International, discussed the challenges of meeting the needs of these mobile-enabled consumers in a recent webinar, “ Is Your Service Organization Ready for the Connected Customer ?”. Cost savings.

Connections 50

Connections Competitive Advantage Wireless Return on Investment 50

Pointillist

SEPTEMBER 10, 2020

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. Customer expectations for personalization have evolved immensely. Unfortunately, many enterprises under deliver.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Centercode

FEBRUARY 18, 2021

One in three has issues proving the ROI of their customer testing program, while one in four is not getting the stakeholder buy-in necessary to secure resources and support to make their programs better. Internet access wasn’t available in the average household. Cell phones weighed around a pound and a half.

eBook 59

eBook Wireless Fashion Social Media 59

Pointillist

JANUARY 19, 2022

Typically, wireless providers gauge customer satisfaction with online diagnostic tools or agent-supported channels like live chat or a phone call. Wireless customers want to stream content, play games and work or learn from home without interruptions.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

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. EMM is key for enterprises with business-critical mobility.”.

Technology 40

Technology Return on Investment Wireless Transportation 40

Answer Dash

APRIL 17, 2020

CX management should be viewed as a long-term program which will deliver long-term results, and it’s likely that these will grow steadily over time rather than offering immediate ROI. Prior to Qualtrics, he spent his career managing content and SEO for companies with 1,000+ locations in the storage and wireless industries.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Ecrion

JUNE 18, 2018

can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. If you’re able to give your customers what they want, keep them happy, and still manage to see a substantial increase in ROI , isn’t that the very definition of a win-win? It’s the Internet of Things.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. If you’re able to give your customers what they want, keep them happy, and still manage to see a substantial increase in ROI , isn’t that the very definition of a win-win? It’s the Internet of Things.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Natalie Petouhof

SEPTEMBER 19, 2016

They are different than The Boomer Generation in that social networks & technology are their L IVES ! Here’s some stats: 75% created a profile on a social networking site. 55% visit those sites once/day. 60% connect to the Internet wirelessly when they are away from work or home. 88% text each other.

Wireless 40

Wireless Social Media Contact Center Study 40

Talkdesk

JULY 31, 2017

What are the top two or three things customers see when they implement Service Cloud for the first time in terms of ROI? They are doing mobile work from a train, and the expectation is that they have wireless connectivity and that they can get service anywhere. When they don’t design around the customer it usually does not end well.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

What are the top two or three things customers see when they implement Service Cloud for the first time in terms of ROI? They are doing mobile work from a train, and the expectation is that they have wireless connectivity and that they can get service anywhere. When they don’t design around the customer it usually does not end well.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

West Monroe

JANUARY 23, 2022

Utilities that previously relied on return on investment (ROI) and the full recovery of operations and maintenance (O&M) costs deemed prudently incurred by regulators will need to adjust to more competitive market and investment models for which performance is the primary driver of recovery.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

CloudCherry

MARCH 15, 2018

For instance, leading cable MSOs (Multiple Service Operators) have entered the wireless field to further saturate an overgrown market and make competition even more stiff. Bell Canada and Telus reported increased wireless retention spending for both the full year and fourth quarter of 2016, according to their annual report.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

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. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

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. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

JULY 17, 2015

Keynote: Verizon Wireless Retail Summit. There will always be a positive ROI when you invest in your customer experience. But first… I’m going to show you five things you need to do to grow your company. And here’s why I want to teach you: for nearly a decade, customer experience has been my niche.

Industry 60

Industry eBook Employee Experience Wireless 60

Michel Falcon Experience

APRIL 11, 2019

Eventually the first big boy/big girl client that I got was Verizon Wireless. When I’m asked what is the ROI of this, what is the ROI of that? Truth be told, it didn’t get bigger than me and my dog. The clients started off really small. 2,000 engagements, $1,500 engagements, small retainers. ” Of course not.

Culture 60

Culture Leadership Hospitality Meeting 60

Pointillist

MARCH 20, 2020

Assessing the success of your CX initiatives and quantifying ROI starts with the ability to understand the customer behavior that impacts metrics in a positive or negative way. The team analyzes the impact of the test on customer experience so they can quantify the ROI of the investment and determine whether to roll it out to all customers.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Pointillist

AUGUST 26, 2019

For example, a wireless provider can use information such as store number, visit date, time of transaction, device number and salesperson ID to analyze each customer’s post-visit feedback. VoC leaders, for example, often have a difficult time obtaining budget increases because they can’t show a quantitative ROI.

NPS 79

NPS Strategy Net Promoter Score How To 79

Bold360

DECEMBER 1, 2016

With a focus on digital marketing, he is passionate about helping small businesses grow and achieve a positive ROI from all their marketing efforts using common-sense marketing and modern tools. Erol Toker is the Founder and CEO of Truly Wireless. Josh Rubin is the owner of Creative California , in Sacramento CA. Erol Toker.

Software 40

Software Customer Experience Company CRM 40

Interactions

DECEMBER 18, 2024

We can then proactively recommend a home network router upgrade or an addition of a wireless repeater that will stabilize their home network. But this shift requires a holistic view of the customer journey, considering both the self-service experience and the outcomes of the live agent conversation across the contact center.

Innovation 62

Innovation Self Service Engagement Effort Score 62

Michel Falcon Experience

FEBRUARY 11, 2019

But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores? What is the Roi of this? What is the Roi of doing this? And I said, I didn’t even know how to write a proposal. She’ll come back. No, that would be psychotic.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

But one day I got an email from an executive of Verizon Wireless, and just before that like, literally 24 hours before that, my biggest client was Ferguson Moving and Storage based in Vancouver; about a $2, $3 million company at the time.

Culture 12

Culture Employee Engagement Company Engagement 12