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Addressing CX Transformation Pitfalls: Insights from Shep Hyken

Addressing CX Transformation Pitfalls: Insights from Shep Hyken

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. 

Survey Report: Preparing For The New Era of Customer Experience

Survey Report: Preparing For The New Era of Customer Experience

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.


The Transformation of Customer Contact Centers

The Transformation of Customer Contact Centers

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. 


3 practical ways American telcos can improve customer experience

3 practical ways American telcos can improve customer experience

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…

How AT&T are using new measures and metrics to change customer perception

How AT&T are using new measures and metrics to change customer perception

Maya Fowell interviews Diane Magers, CCXP, AT&T to talk about measures, metrics and the business value of customer experience.
Diane is an accomplished senior customer experience, sales and marketing executive with diverse and exceptional leadership skills. She drives contribution to bottom line results through strategic planning and designing services to deliver consistent brand and value messaging.
What are North American carriers investing in?

What are North American carriers investing in?

CX Network recently conducted an American industry survey to find out the challenges carriers are facing today. The results we identified include: 

- Gaining company-wide buy in for CEM programmes 
- Understanding and actioning the Voice of the Customer 
- Incorporating digital into customer care strategies 

In light of this, the role of solution providers and technology providers will be instrumental to the success of telecom carriers in the American market over the next 12 months. Find out the full story by downloading the infographic below.

Infographic: What are North American Carriers looking to Invest in?

An exclusive infographic that takes a closer look at what American carriers are looking to investing in. You might find this industry insight handy to understand your clients' current market challenges in order to help them with their customer experience management solution issues.

5 Top Case Studies and Learnings for Customer Experience Management Professionals

5 Top Case Studies and Learnings for Customer Experience Management Professionals

As a customer experience management professional you know that learning from others is an integral part of getting things right. Here we share five of the top case studies from Sprint, Telus, BT, AT&T and Cox Communications to help you improve your own programmes.

Mind the Gap: Breaking Down Silos to improve Customer Experience in Telecoms

Mind the Gap: Breaking Down Silos to improve Customer Experience in Telecoms

Creating a unified customer experience is the key success factor for improving customer loyalty and reducing churn. Telecoms companies must create a holistic experience for their customers, throughout the lifecycle of the customer and between the silos of customer care, finance, sales & marketing and IT departments. In this infographic CX Network explores just some of the ways operators are trying to overcome customer service and data silos.

The Pocket Guide to Customer Experience in Telecoms

The Pocket Guide to Customer Experience in Telecoms

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.