Once seen as a competitive advantage, CX is now evolving into a survival imperative which is especially applicable in the demanding world of telecoms. A world in which service provision is expected without interruption at any point and the customer experience is expected to be delivered seamlessly and intuitively.
It is easy for CX professionals to be overwhelmed when they seek support from CX solutions as they often find themselves surrounded by countless vendors offering “better, smarter and faster” solutions. CX Network has comprised this guide to help and advise telecoms firms on how to select the best CX vendors for their company and secure financial backing for their CX initiatives from stakeholders.
Download the guide to receive advice on:
- Buying criteria
- Supplier assessments
- Evidencing ROI for CX investments
This past presentation on Operationalising CX for Measurable Success was presented at CEM in Telecoms Global 2019 by,Claire de Selve, VP, Customer Experience & Digital at Orange.
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?
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.
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?