Customer retention in the telecom industry – new thinking
Retention in the telecom industry is a thorny issue - with sky-high churn rates, providers must refocus their CX strategies on reducing effort.
Customer Experience
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Customer Service Trends 2020
Discover the key customer service trends for 2020 and the decade ahead and learn why the top tools will be as intuitive as they are innovative.
Utility Customer Experience: Why Suppliers Need to Make it Effortless
Utility customer experience needs to improve and reducing effort is the key to generating long-term loyalty - read up on how companies can go about it
Smart Home Experience should be Simpler – Consumer Survey
Smart home experience needs to be simpler, more streamlined and focus on visual self-service channels, according to the results of a TechSee survey.
Customer retention rates depend on understanding these 3 personas
There are three types of churning customer - the Dissatisfied, the Vulnerable and the Disengaged. Meet them here and discover how to keep them loyal.
A Successful Customer Experience Strategy Means Keeping it Consistent
Above all, consumers want their expectations met - here's how to craft a consistent customer experience strategy and win long-term loyalty.
4 Ways Agents Can Help Create the Ideal Customer Journey Map
When CX professionals create customer journey maps, it's frontline contact center agents who can provide the most valuable insights.
How to provide an effortless customer experience
Effortless customer experience is the name of the game for leading companies - discover why it matters and how you can drive long-term loyalty.
Survey: NFF returns of electronic devices can be prevented
This survey unpacks the NFF returns problem, why more consumers are sending back non-defective electronics and how companies can address the issue.
Five strategies to improve customer experience in telecoms
Get the inside track on how Comcast, BT, Verizon, Vodafone and T-Mobile set out to improve customer experience in telecoms.
