In this exclusive interview, we spoke with Shep Hyken, Customer Service & Experience Expert, about overcoming the challenges of CX Transformation in the telecoms industry, the dangers of focusing too heavily on the tracking of CX metrics and what is in the technology customer experience toolkit of 2020.
A new era of customer experience is emerging in the telecoms industry, one where organisations are required to understand and engage their customers in personalised experiences, deliver on every interaction and utlise technology solutions that put the customer at the heart of the business.
With insights from 50 telecoms CEM experts, this report explores the industry’s key priorities in Customer Experience Management,which technologies they are planning to invest in over the coming year and which key elements they look for when choosing a solution provider.
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.
Customer Experience Management in Telecoms Global Investment Report
We are in the age of the customer. The acceleration of technological advancements have made customer experiences faster, more efficient and more memorable – and this has driven a change in customer behaviours and expectations that breaks through vertical silos. The telecoms industry can no longer just focus on vertical-specific competitors to stay ahead of the market, instead they have to look at retailers, tech start-ups and digital disruptors that are driving the experiences customers demand today.
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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.