By: Tim Young
In this whole wide world, is there anything more luxurious than choice? I think of bustling farmers’ markets lined with beautiful produce of every shape and size, or of a glistening warehouse
store with aisles and rows of neatly stacked bounty, widely arrayed and packaged in bulk. I also think of online shopping. If you want something specific, you can probably find it, even if you have
to search and compare prices for a while. My dad tells me about the days when he’d have to drive an hour away to get to a record store that carried any of the bands he liked…
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By: Jesse Cryderman
For years, communications service providers (CSPs) have been trounced for delivering poor customer experiences. Today, they’re in the midst of changing their ways, and it’s not just lip
service. In fact, customer experience management (CEM) is the new competitive battleground, and success in this arena will likely determine which service providers remain relevant and profitable in
the years to come. CSPs are heavily investing in solutions that improve metrics like Net Promoter Score (NPS) and reduce churn rates…
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By: Chad Dunavant
With 77 percent of viewers engaging with (at least!) a second screen like a smartphone or tablet while watching TV, video providers are exploring new customer engagement strategies designed to
attract multiscreen consumers. In their first iterations, many of these experiences...or just plain apps...have focused on games, episode details, schedules and information. Very quickly, however,
these first steps must be replaced with multiscreen strategies that offer a synchronized and complementary experience across devices, including content search, browsing, sampling and, most
importantly, easy-payment transactions…
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By: Uri Gurevitz
Competition is not new to our industry. Ever since the breakup of the large monopolies, starting with AT&T in the U.S.A. in the mid-80s, we’ve seen the incumbents fighting it out with the
new kids on the block. Back then, the competitors were other communication service providers who sought to differentiate and gain market share by having a unique offering, low prices, or through
providing an impeccable customer experience.Since then, competition, often fierce in some markets, has broken out between the different communication players…
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By: Jesse Cryderman
Now that the concepts of customer experience management (CEM) have been integrated into the telecommunications industry, it's time to take a step back and analyze its impact.
Several years ago, the industry was still trying to define CEM, a task which was complicated by the volume of solutions that re-badged as CEM during the height of the hype cycle. Today, we
might simply define CEM as a process by which we ascertain and act on the voice of the customer, and consistently measure, validate, and re-assess our actions…
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By: Ian Roy
The proliferation and ever-expanding capabilities of smart devices are slowly but surely neutralizing traditional communications services, evident by the steady decline of voice and messaging
revenues. This reality drives many to regard telco billing, which was specifically created to support these declining services, as a cost center to be optimized.So does billing still matter? I
believe the answer is a qualified “yes," provided billing quickly evolves to a higher state. This evolution is critical for billing to remain relevant and, more importantly, provide an
opportunity for service providers themselves to remain relevant…
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By: Jesse Cryderman
Your phone ain’t what it used to be, and neither is your phone company. Today, the mobile device is just one of many connected devices owned by a typical user, and is a primary portal into
the digital lifestyle. Smartphones will undoubtedly become smarter, as will cars, street lights, and toasters, but getting them all to play nice and talk to one another is a fundamental challenge.
Another is delivering these converged digital experiences in a way that is simple and seamless to the end customer…
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By: Ian Collins
A huge shift in customer service is underway. The number of connected mobile devices has now surpassed the world’s population. With billions of connected mobile devices in
the hands of consumers around the world and the constant introduction of new innovative technologies, carriers who strive to deliver an exceptional customer experience are facing significant
challenges. People are buying devices that are supposed to entertain, educate and make us more productive.These devices come in endless configurations combined with settings and applications
that are custom and personalized to the device owner and driven by their behavior, so where will customers turn for answers when things aren’t working properly? With 2 billion smart phones
alone generating over 10 billion questions per year, how can carriers address the challenges of delivering customer experience excellence and gaining insight into subscriber behavior without
driving expenses through the roof ? The answer is simpler than you may think: real-time context enhanced self-care for the connected world…
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By: Tim Young
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”-Amazon CEO, Jeff
Bezos As a father, I try my best to make sure that I am not raising a spoiled, entitled child. I don’t want her to expect instant gratification or give up when a task becomes too difficult. I want
her to dig deep and persevere. And there’s a little irony in that because, as a parent, I am completely spoiled…
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By: Jesse Cryderman
The Chicago Auto Show brought a bevy of new connected technology to the marketplace, along with a slew of high-end hybrids like the Porsche 918 Spyder (pictured below), which gets 67 miles per
gallon and accelerates from 0-60 in 2.2 seconds (the fastest Car and Driver has ever tested). BMW also had a hybrid super car on display, the BMW i8. This speedy performer is a
battery-powered vehicle that has the ability to go 0-60 mph in four seconds, yet still get 76 miles to the gallon…
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