Tag: CEM

With big data, please avoid the big bang approach

With big data, please avoid the big bang approach

Written by on September 22, 2016 in Opinion with 1 Comment

If you ask someone, a customer say, whether they like your product or service, the most likely answer is ‘sure, it’s fine’. If you ask the same customer to score your product or service on a scale of ‘1 to 5’, the likelihood is that they will score you around a ‘3’. This is not […]

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Hadoop, CEM and the application of common sense

Hadoop, CEM and the application of common sense

Written by on September 14, 2016 in Opinion with 0 Comments

When you see the word ‘Hadoop’ in the opening paragraphs of a white paper, you know you are talking about seriously BIG data. What is refreshing about this paper from real-time specialist Openet, is that it examines how Hadoop and big data can be mixed with common sense to improve customer experience. The first point […]

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To improve customer experience you need smart data

To improve customer experience you need smart data

Written by on January 20, 2016 in Opinion with 0 Comments

The customer experience is becoming the focal point for everything digital. Everyone has an increasingly difficult benchmark to achieve just to stay in the game. In payments, where new banks and new apps are being launched with alarming frequency, the focus is completely on the experience. In retail, too, innovation in the experience and delivery […]

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Loyalty: not as simple as using big data better

Loyalty: not as simple as using big data better

Written by on January 12, 2016 in Opinion with 0 Comments

Much – possibly too much – has been written about big data over the last few years. The same is true of customer service and customer experience management. Less, though, has been written about the correlation between the two. Or the opportunities that big data can deliver for customer experience management. Now, though, a new […]

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New metrics needed as telcos go up against Apple, Google, Amazon

New metrics needed as telcos go up against Apple, Google, Amazon

Written by on June 2, 2015 in News with 0 Comments

Telcos are now being judged for their customer experience against not just their rivals in the sector but top-ranked customer brands like Apple, Google and Amazon, according to Salesforce global comms and media industries group SVP Andy Baer. And Baer argues that as the telecoms industry continues to pivot towards the consumer, it’s time to […]

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What countries have the best customer service?

What countries have the best customer service?

Written by on September 2, 2014 in Features with 0 Comments

Last March, Bloomberg reported the number of jobs reached a record pre-recession peak at 116.1 million, even surpassing the U.S.Labor Department’s projections. The economy seemed to be picking up however gradually. Around the same time, a tiny blip in the economic radar escaped the attention of much of the big business media. The American Customer Satisfaction […]

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Customer Experience: The New Economic Imperative

Written by on September 1, 2014 in Features with 0 Comments

Has customer experience become the new economic imperative? Tony Poulos discusses this intriguing thought at the Genesys G-Force 2014 event in Melbourne with Brady Jacobsen (General Manager, Customer Sales and Service at Australia Post), Tyler Pichach (Senior Director of Telephony Strategy and Deployment at CIBC, Canada) and Ms Schneh Ying Wan (Chief Operating Officer, Home Credit China).

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How to build a Customer Experience Framework – and make it part of ‘business as usual’.

How to build a Customer Experience Framework – and make it part of ‘business as usual’.

Written by on December 28, 2013 in BillingViews, Guest Blog with 0 Comments

How do customers feel after their CEX with you? I recently lead a project with a major public transport provider to develop a Customer Experience Framework for their capital city commuter service. What struck me was that a railway is a service business just the same as telco is a service business; and there are […]

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