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Customer Experience & CRM
48 results
of 5
Posted: 01/19/2017
digital evolution
Are you able to capture, analyse and leverage your customer data across your organisation? Many companies have the correct tools in place to capture this data, but ensuring true customer insight is still proving tricky for organisations. This report identifies some of the key trends and challenges for 2017 to help you successfully leverage your customer data to drive profit and improve the bottom line. This is a key part of your customer strategy in 2017 and can mean the difference between a competitive advantage through your strategies, or being left at start of the race. Full Content »
Posted: 01/19/2017
7 cm sins
Telecoms IQ recently set out to identify the sins telecoms operators are currently committing.

Whilst different geographic regions tend to have slightly different priorities, the universal truth is that any operator looking to deliver the seamless omni-channel experience that modern customers demand, must truly understand the wants and needs of their customers and ensure all areas of the business work together effectively to deliver it.

With insight from telecom professionals and other cross-industry thought leaders, we are proud to present 'The Seven Deadly Customer Experience Management Sins. How will your company measure up? Full Content »
Posted: 12/15/2016
telus
At this years CEM in Telecoms North America Forum David Garcia, Director Service Strategy, Telus gave this presentation which covered the following points:How to design a customer-centric experienceIngredients to evolve the organization to manage customer outcomesHow to measure success in an outcome based structure Full Content »
Posted: 12/14/2016
cem global report
Industry leaders from across the globe provide their insights into the initiatives optimising customer experience in their organisation! Full Content »
Posted: 12/14/2016
cem telecom pres
Customer Experience Management (CEM) Best Practices:This presentation is from the Workshop morning at CEM Telecoms North America and enabled attendees to • Understand Customer Experience Management (CEM) and its goals and benefits• Discover why it’s more important than ever to increase loyalty and retain customers• Learn to calculate and use t Full Content »
Posted: 12/14/2016
Industry leaders from across the globe provide their insights into the initiatives optimising customer experience in their organisation! Full Content »
Posted: 12/14/2016
telcos iq
Asia’s telcos are under pressure due to growing customer expectations, the popularity of OTT content and new competitors entering the market. The market is changing rapidly and with huge opportunities in many of the developing countries, meaning the race is on to innovate and differentiate. Read on to discover how these fac Full Content »
Posted: 12/14/2016
orange presentation
Philippe Andrès, VP Group Marketing North America, Orange spoke at the CEM Telecoms North America forum this year and his presentation covered the follwing topics. • NPS as a metric to gauge the effectiveness of its internal processes, departments, and individual employees• How can we improve collaboration across teams throughout the cust Full Content »
Posted: 12/14/2016
cem telecom magazine
Welcome to the first issue of Telecoms IQ’s Customer Experience Management Magazine. We’ll be working really hard to bring you all the latest information about the current customer experience management (CEM) trends and breakthroughs in the telecoms industry. Our aim is to provide you with insight from industry leaders, cross-industry experts and put a spotlight on the companies and people that are pushing the boundaries of innovation within the telecoms sphere Full Content »
Posted: 12/14/2016
Industry leaders from across the globe provide their insights into the initiatives optimising customer experience in their organisation! Full Content »
Contributor: Maya Fowell
Posted: 07/29/2015
How giffgaff established a powerful Digital Customer Care Strategy
Maya Fowell interviews Gregg Baker to find out how giffgaff have created a business that have successfully overcome the common obstacles telecom companies are facing in their digital customer care strategies. Insights include: how to deal with the changing expectations of your customers, the impact of evolving technology and social media platforms; how to secure senior management buy in and top management support and the best methods to track the results of your strategy. Full Content »
48 results
of 5