In a recent article, CX Network explored the problems in the North American – and particularly US – telecommunications market when it comes to successful customer experience. There is little doubt that the region is seeing low levels of consumer satisfaction, both in comparison to international counterparts and in comparison to other industries in North America.
Ahead of the CEM in Telecoms Americas Forum, taking place October - 10th-11th, we offer three practical pieces of advice for improvement, addressing some of those foundation weaknesses…
This ebook will serve as a guide to the core strategies that need to be put in place in order to refine your customer experience strategy. We have surveyed numerous relevant individuals within the telecoms industry and spoken to industry experts in order to give you an exclusive insight into the challenges and solutions of customer experience management.
With growing digital engagement customers have more appetite to communicate than ever before and customer contact centers have found that demand for engagement is even greater
We wanted to understand more about how the contact center has evolved over the past few years with the widespread implementation of AI technologies and increasing customer demand, we spoke exclusively to Martin Hill-Wilson, Customer Service, CX & AI Engagement Strategist to understand his thoughts on the subject.