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If you want to benchmark your customer service levels, look to gaming
A recent study into customer service levels across a number of industries showed that the telecoms industry is dreadful at customer service. Read more…
customer experience
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Initial 5G user experience varies from good to pretty awful
A report on initial 5G user experience makes for interesting reading but also shows how much more there is to do to make 5G work. Read more…
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Could it be that now, finally, the customer really is king?
The customer is king is a saying that goes back to the days when customer service was called ‘complaints’ and the interaction was one way. Read more…
News
Startups that invest in customer experience are best performers
Zendesk released its Startups CX Benchmark Report, documenting how startups that invest in customer experience outperform their peers. Read more…
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Automation means smooth operations, which means happy customers
Ask a COO what is going to transform his role in the next year or so, and the likely answer will be automation. Read more…
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Transforming the customer experience into a digital profit centre
Even before COVID-19 changed everything, automation and the focus on providing the best possible customer experience was on the rise. Read more…
Features
Customer experience isn’t what it used to be
The customer experience isn’t what it used to be. It’s no longer just about bringing people into your store and skillfully selling them your wares. Read more…
Features
Report sheds light on Singapore’s mobile network experience
The mobile network experience of users on Singapore’s three established leading operators continues to move onwards apace, despite not yet launching 5G. Read more…
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At last! Technology predictions that are about customers
With all the talk about 5G, AI and Quantum computing you would have thought that some would appear in Forrester Research’s technology predictions. Read more…
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Why should telecom providers separate CES from BSS?
By separating CES from BSS telecom providers will be able to offer a superior customer experience and stay relevant in their industry. Read more…