Mobile HangUps

The next generation of employees is entering the workplace en masse and bringing new work habits, values, and goals with them. According to a study conducted by Deloitte, Millennials are expected to comprise 75% of the workforce by 2025.1 In order to understand how organisations must adapt, it is important to look to Millennials already in the workforce. By understanding how they may differ from previous generations, organisations can seek guidance on how to engage and, ultimately, make them successful employees.

[Report] Customer behaviour and attitudes in telco buying decisions Revealed!

A NEW report based on original research carried out by Conversity, examining the habits of consumers when shopping for telco products and accompanying services like broadband and TV packages. We dig deep into the mindset of consumers of varying ages, demographics and income brackets, establishing what you can do as a business to support each customer in making the right purchase and nail those all-important upsell and cross-sell opportunities.

This is what you can expect to see in the report:

  •     Know their habits – learn more about how often consumers buy new phones or telco services, how they do their research and why they switch providers
  •     Right time, right place – how long do customers take, how many providers do they consider and what is their preferred channel?
  •     Cracking the cross-sell – work out what you can do to sell related products and services more frequently
  •     Go on, seal the deal – what is important to customers in helping them make a final decision?
  •     Personalise, optimise, maximise – how the human touch is far from dead in the telco customer experience
  •     Enter IGS – how intelligent guided selling can play a leading role in improving personalisation and empowering staff to do their jobs more effectively

[REPORT] Being Human – The Importance of Real Time Relevance for Customers Online

When it comes to shopping online, the biggest difficulty most retailers and brands face is trying to inject the personality, efficiency and brilliance of their best offering in-store, including product merchandising and advisor led guidance which has frequently taken years of time and money, into the sphere of their digital channels.

This brand new report from Conversity –Intelligent Guided Selling experts, examines why it is no longer enough for retailers and brands to try and humanize their online presence, rather why ‘being human’ and considering customer mindset is the only surefire way to ensure growth and customer loyalty. 

Customer Crisis: COVID-19

During this incredibly sensitive time, brands must be mindful of the decisions they make as the impact on customer loyalty and employee experience may last long after this health epidemic blows over. Read our article exploring COVID-19: Customer care and employee experience in times of widespread social stress for more details on how many businesses are starting to contemplate how this outbreak could shift customer needs and employee expectations.

What is the Digital Workplace?

The digital workplace has advanced significantly throughout the past decade and as we move into a new era of remote working, why not learn more about the subject? This detailed infographic gives you a snapshot of key statistics and trends, including: what we know, today's challenges, managing email, duplicating work, searching for information and more.

Evolution of the Digital Workplace: A Journey Through the 2010s & Predictions for the 2020s

We interviewed a number of industry thought leaders responsible for their company’s digital workplace strategy and asked them to walk us through their digital workplace journey through the past decade and to outline their predictions for the new decade. They each provided a brief overview of how the digital workplace has, and continues to evolve before moving on to the three elements that make up the digital workplace landscape: Technology, Processes and People.

Employee Experience: Today & Beyond

We had the chance to hear from Brett Caldon, CEO of Workgrid Software, and gain expert insights into how IT plays a significant role in employee experience and the future of the digital workplace. Brett is Head of Business Operations for Workgrid Software, a tech start-up and wholly owned subsidiary of Liberty Mutual Insurance. In an era of disruption and evolving customer and employee expectations, he is responsible for solving for emerging business needs by delivering innovative technology and software products to support the enterprise.

Virtual CX Telecoms Exchange Post Event Report 2020

In the absence of face-to-face meetings due to the current global climate, we understand the increased need for alternative solutions to foster knowledge-sharing and relationship-building. So in July 2020 we were delighted to provide a platform for CX leaders across the telecommunications space to connect, share best practice and gain access to some pioneering thought leadership at this time of dislocation.

On 6th – 7th July, our Virtual Exchange welcomed 50+ senior CX executives from some of the UK and Europe’s leading telcos, along with a hand-selected group of solution providers for two days packed full of networking, idea-sharing and one-to-one business meetings.

What is the Future of CX in Telecoms

89% of consumers are willing to switch providers as a result of a poor experience (Forrester).
With the ever changing and increasing demands of the customer, delivering an excellent customer experience strategy is becoming harder than it’s ever been. Customers have more and more control over how they choose to interact with their telecom provider. With emerging technologies and solutions influencing and shaping the telecoms industry like never before… who holds the key to a great CX strategy that can not only build, but also grow the business?

Intent HQ: The CX Ultimatum For Telcos And CSPs

We know that the golden nugget of customer insights is buried deep in your network - but it's hard to get. Telcos are on a race to create better experiences for customers because 'the truth is, as a telco, your customer might not love you, but they do love the things you make possible.' What if you can hyper-personalise at scale and create better experiences, by using insights surfaced from your own data in your network? This eBook discusses the network data opportunity that Telcos have yet to leverage and why they should. A new innovative approach, the use of Network data needs to be done in a privacy-safe way, made possible by a Customer Intelligence Platform.

The Telecoms Customer: 2018 Report

2018 has been a big year for the Telecoms industry. Increasingly fierce competition, mergers & acquisitions and some of the largest fines ever from regulators means that delivering a consistent customer experience is now more important than ever to remain relevant in a busy market. 

Focusing on The Challenge of Churn; The Digital Evolution; Insight & Analytics; this exclusive report features the thoughts of some of the industry’s biggest brands including EE, Deutsche Telecoms, eir, Three, Telefonica and many more. A must read!

Telecoms Report CX Investments

This exclusive report created by the Customer Experience Exchange for Telecoms is a definitive guide to the top challenges, projects and biggest investment priorities shaping the 2019 strategies of Customer Experience, Services, Digital and Operation Leaders from across the telecom industries. A MUST READ!

Glassbox: Digital Transformation in the Telco Industry

The digital revolution is disrupting industries across the world, including the telecommunications sector. To be a successful digital innovator, now more than ever, telcos need to completely reimagine their operational best practices and push the boundaries of personalized experiences to drive transformation. Learn about the challenges telcos are facing today, and take away key strategies for driving innovation and adapting to the next-generation of digital opportunities.

CSG Report: Field Service Management in the Age of Coronavirus

With so many stakeholders impacted in the realm of field service, being able to put a clear adapt-and-response strategy in place will be integral to maintaining day-to-day operations. It is the businesses that have this clearly executed who will be able to continue to maintain revenue and meet KPIs.

Download this report to help manage uncertainty, changing operating needs and technological advancements during Covid-19. The report also includes a case study on the advantages of CSG Visual Connect, CSG’s interactive visual support offering.

[Infographic] 2019 INVESTMENT PRIORITIES: CX professionals' Top Challenges Revealed!

Based on in-depth research with customer experience decision makers from top European brands within the Telecoms space, we have discovered where these executives are looking to invest over the next 12 months. We have created the Customer Experience in Telecoms Investment Priorities 2019 infographic for you ahead of the Customer Experience Exchange for Telecoms (29 - 30 April, Hilton Syon Park).

Download the 2019 Agenda

Download the 2019 agenda for the Customer Experience Exchange for Telecoms and find out what the top telecoms providers in Europe are prioritizing in their Customer Experience endeavors.