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.
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…
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.
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.
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.
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.
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.