VOZIQ

NOVEMBER 20, 2023

– Forbes Generative AI has already caused ripples in the sea of CX. A CXO’s Guide to AI-Powered Strategies for Subscription Business Growth – Forbes Navigating customer retention challenges is a common concern for CX leaders. We hope these insights guide your business to thrive in the realm of sustained customer success.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Beyond Philosophy

MAY 3, 2018

If this week’s news is any indication, telecom customers in the U.S. However, in my view, the Customer Experience (CX) movement has plateaued over the past couple of years and I question the real commitment of CEO’s to CX. telecom industry set to finalize for $26.5 and grocery shoppers in the UK could find out.

Gaming 114

Gaming Hospitality Hospitality Retail 114

Beyond Philosophy

MAY 25, 2022

My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. appeared first on CX Consulting. The contact center at many organizations doesn’t get the strategic consideration it deserves. Click here to learn more about Beyond Philosophy’s Suite of Services.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Beyond Philosophy

SEPTEMBER 20, 2019

A Customer Experience Council (CX Council) follows Gandalf’s lead. Your goal with the CX Council is to gain alignment of actions toward a common goal, improving Customer Experience, a vital but not (middle) Earth-shattering purpose. The CX Council is designed to help you get everyone on board with your Customer Experience goals.

CX 114

CX Customer Loyalty Customer Experience Management Sales 114

SurveySensum

JUNE 24, 2019

Things are ever pacing up in the telecom industry as technology is making it more customer-centric and the biggest reason behind is the dawn of Artificial Intelligence (AI). Customer feedback collected and analyzed by using algorithms can redefine the way telecom companies used to take care of customer satisfaction. Source: [link].

Net Promoter Score 40

Net Promoter Score Artificial Intelligence NPS Sentiment Analysis 40

Beyond Philosophy

AUGUST 16, 2018

It began back in my executive position at British Telecom. When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business. In that role, I had many bright consultants come in to share fabulous theories.

Net Promoter Score 184

Net Promoter Score NPS Customer Experience Customer Retention 184

DMG Consulting

OCTOBER 13, 2023

While the pundits are concentrating on the potential dangers of AI, there is a strong positive side to the equation: AI is and will continue to drive tremendous advancements and innovation in most aspects of our lives, including healthcare, financial services, manufacturing, telecom, education, government, transportation, and many other areas.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Beyond Philosophy

DECEMBER 17, 2018

Unfortunately, monitoring by regulators and watchdog groups isn’t likely to change the way utilities, railroads and telecoms do business. Telecoms Fail Again! The post The Sad Truth About Utilities, Railroads and CX appeared first on. Little wonder that people are now flocking to Netflix and other services. Will Things Change?

CX 123

CX Government Customer Satisfaction Gaming 123

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. There’s a lot of jargon in CX. This is the language of CX. How to build client PS centricity Change management is often the hardest part of CX.

Touchpoint 98

Touchpoint CX Innovation Start-ups 98

Beyond Philosophy

JULY 17, 2017

This is pretty much par for the course for telecoms, which I’m sorry to say have consistently pursued a “customer experience” philosophy of improving their technology while cutting customer service costs. If you liked this blog, you might also enjoy these: New Technology Dramatically Helps CX. Hesse didn’t talk about customer emotions.

Technology 133

Technology Technology Touchpoint Education 133

Lightico

SEPTEMBER 13, 2023

Beyond telecoms and across industries (including energy, utilities and alternative network services), customers face the unsettling phenomenon known as ‘bill shock.’ Bill shock can profoundly impact the overall customer experience (CX), leading to a loss of trust and potential customer churn. The result?

Finance 52

Finance Education CX Social Media 52

Taylor Reach Group

MARCH 26, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. CX Intelligence Summit April 10, Boston, MA. CEM 10th Annual Customer Experience Management in Telecoms Summit April 10 – 12, Vienna.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

Lightico

AUGUST 31, 2023

The Challenges Faced by Customers To illustrate the occurrence of bill shock in the real world, consider the following scenarios: A consumer signs up for a seemingly affordable data plan with their telecom provider. In other words, CX is a strategic differentiator in today’s competitive landscape. of deposit shares.

CX 52

CX Education Customer Journey Map Innovation 52

Comm100

JUNE 15, 2022

Let’s look to Tangerine Telecom in Australia for an excellent chatbot customer service use case. Tangerine Telecom. Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support. Reduce waits and resolution times to improve CX.

Customer Service 78

Customer Service Social Media Retail Technology 78

ECXO

MAY 11, 2023

They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models. You must first have a clear understanding of your current level of CX maturity in terms of your CX,your products and services design.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Beyond Philosophy

JULY 19, 2019

As a senior vice president, at a large telecoms company, office politics surrounded me. If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

Entertainment 107

Entertainment Customer Loyalty CX Customer Experience 107

Beyond Philosophy

SEPTEMBER 10, 2022

Dobrev’s book uses the responses from nearly 20,000 customers from 24 organizations within nine industry sectors, including healthcare, finance, telecoms, utilities, and others. – How Organizations Overlook the Value of Emotions appeared first on CX Consulting. Respondents were from the US, UK, Canada, and Europe.

Finance 68

Finance Healthcare Management Consulting Start-ups 68

Beyond Philosophy

OCTOBER 20, 2022

First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. appeared first on CX Consulting. Dobrev points out that some organizations already get this concept and are doing an excellent job gaining insights from it. The post Incredible!

Contact Center 78

Contact Center AI Artificial Intelligence Predictive Analytics 78

Beyond Philosophy

MARCH 15, 2019

–more–> Many years ago, I worked at British Telecom (BT). If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

CRM 112

CRM B2B Customer Loyalty CX 112

Fonolo

OCTOBER 13, 2020

That goes against another trend we saw over the last half-decade; investment in CX was a growing priority. ” — Evan Kirstel , Podcaster, Telecoms, Tech & Social Marketing Influencer. “I believe COVID will have a human empathic impact on the CX industry and contact centers. COVID-19 has played a big part in this.

Contact Center 144

Contact Center CX Retail Technology 144

Comm100

AUGUST 10, 2022

Faster service also has a positive improvement to CX, with 71% of Millennials agreeing that customer experience is drastically improved by a quick response. Reduce support costs without damaging CX.

Customer Service 82

Customer Service AI CX Sales 82

SurveySensum

MARCH 15, 2024

It is a customer experience platform that provides necessary insights into your customer base across different industries like B2B, Fintech, Telecom, etc. Analyze Your Target Market with the CX Experts at SurveySensum! This tool is ideal for both beginners and seasoned professionals. Pricing: The pricing starts from $99/month.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Beyond Philosophy

FEBRUARY 20, 2021

I dashed down the hall to my boss at British Telecom. Joe Pine Interview) appeared first on CX Consulting. Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. I was gobsmacked by it. He read it and had a similar reaction to mine. How can we help?

Sports 78

Sports Management Consulting Customer Experience CX 78

Beyond Philosophy

MARCH 1, 2019

At British Telecom (BT), I learned the significance of having a plan for the research you receive. If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

Customer Loyalty 98

Customer Loyalty Customer Satisfaction CX Customer Experience 98

Kerry Bodine

JANUARY 4, 2017

IQPC’s CEM in Telecoms Global Summit. IQPC’s CX Exchange Telecoms. IQPC’s CX Exchange Retail. Walker B-to-B CX Summit. Event Producers. Chief Customer Officer USA. January 30 – February 1, 2017. January 23 – 26, 2017. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017.

CEM 48

CEM CX Contact Center Retail 48

DMG Consulting

SEPTEMBER 13, 2021

Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. This is the case in companies in a variety of industries, including financial services, healthcare, insurance, telecom, retail, travel, entertainment, and many others.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. The Canadian Telecom Summit delivers thought provoking presentations from the prime movers of the industry. CX NYC 2018: June 19-20, New York, NY.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Customer Bliss

JUNE 6, 2018

Think about CX of the Future. As the VP of CX and Loyalty at Hertz, similar to a few of my other previous podcast guests, when Eric was hired for the job, there wasn’t a clear job description for his work. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

VOC 88

VOC CX NPS Hospitality 88

Beyond Philosophy

FEBRUARY 8, 2017

Understand what you should be looking for when creating or improving your Customer Experience with our Secrets of a Successful CX Program. If you thought this was interesting, you might also enjoy: Uncovered: How to Implement Your New CX Program. How Not to Engage Employees: Telecoms Lead the Way Again.

Finance 123

Finance Retail CX Sales 123

Confirmit

APRIL 15, 2019

Almost every CX professional is dealing with some legacy elements. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit will help you to look at your CX program like a great house. Join this webinar to learn how you can be the architect of CX success! Our Presenter: Phil Durand. REGISTER HERE.

CX 40

CX VOC Finance Voice of the Customer 40

Beyond Philosophy

JULY 29, 2019

When I was at a major telecom company, we had budgets. I wanted to spend some of my budget to enhance the telecom company’s Customer Experience. The post The Significance of Office Politics on CX—and Your Career appeared first on. So, in other words, if you want to spend your money, a committee had to approve it.

CX 104

CX Start-ups Gaming Customer Experience 104

Comm100

APRIL 22, 2021

Take Tangerine, an Australian telecom company, that implemented Comm100 AI Chatbot in 2020. Customer experience (CX) is far more than just another acronym or industry buzzword – it has been proven to have measurable benefits on the bottom line, and brands are investing heavily into it. Efficiency that doesn’t harm quality of service .

AI 98

AI Machine Learning Engineering Education 98

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry.

CX 56

CX NPS Social Media Voice of the Customer 56

Beyond Philosophy

SEPTEMBER 6, 2019

When I was Senior Vice President of Customer Experience at British Telecom (BT), my boss called me one day and said, “Colin, I’d like you to improve the Customer Experience and I’d like it to for the least amount of cost.” . DO YOU USE THE RIGHT MEASURES FOR YOUR CX? What drives value for your organization?

CX 133

CX Net Promoter Score Start-ups Customer Experience 133

Fonolo

NOVEMBER 13, 2018

It’s the place where customer care, CX, and CS leaders come together to network and learn. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Follow NECCF on Twitter here. . Customer Contact Week (CCW).

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Beyond Philosophy

JANUARY 5, 2023

At the time, I had just taken over a call center in my corporate role at British Telecom. The post The Five Rules Guaranteed to Make You an Effective Leader appeared first on CX Consulting. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Gaming 78

Gaming Start-ups CX 78

Customer Bliss

AUGUST 4, 2015

Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. CX work is as much about knowing what motivates people as it is about getting the job done. publishing, pharmaceutical, insurance, telecoms, etc.) It’s one of the repeated ‘aha’ moments I hear from people.

Pharmaceutical 79

Pharmaceutical CX Hospitality Hospitality 79