The importance of having metrics that provide the most accurate representation of your CX progress cannot be overstated. So how to build intelligent metrics the soft way and drive your CX program smoothly? We need to be able to clearly operationalize CX ambitions, which will celebrate significant achievements.
- Looking at different metrics: NPS? CSAT? CES? Or is AI going to lead the way with new, more comprehensive intelligent metrics solutions?
- Metrics to drive accountability at all levels
- What about human metrics?
In this report we look at the current investment priorities of a group of telecoms CX influencers as well as the 12 months ahead. Use the findings for insight on where the industry is heading so you can benchmark the results against your own progress and plan your CX strategies accordingly.
Digital solutions now play an important role in the customer experience and many companies are currently investing in tools to further digitise their customer journey, through tech such as artificial intelligence, mobile apps and chatbots. This interactive presentation will take you through several key customer touchpoints and how each touchpoint has been created or enhanced through the introduction of digital elements and what this means for the overall customer experience.
In order for telecoms companies to provide a positive and reliable customer experience, changes are needed in both the underlying customer processes at the centre of an organisation and the way employees work on the frontline. Ahead of the CEM in Telecoms Global Summit 2019, CX Network caught up with Rolf Adamson, SVP, Customer Contact Centres, YouSee to discuss empowering frontline staff and building strong business processes to enhance your CX strategies.
Customer Experience Management in Telecoms Global Investment Report
We are in the age of the customer. The acceleration of technological advancements have made customer experiences faster, more efficient and more memorable – and this has driven a change in customer behaviours and expectations that breaks through vertical silos. The telecoms industry can no longer just focus on vertical-specific competitors to stay ahead of the market, instead they have to look at retailers, tech start-ups and digital disruptors that are driving the experiences customers demand today.
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In this white paper, you will find the best tips from customer experience experts who are among the most influential in providing advice and thought leadership to businesses.
- How do you exceed what your customers expect of you?
- How to develop a strong strategy for Customer Service?
- Which areas are key to improving Customer Experience?