Turn mobile operator customers’ satisfaction from fiction into a key driver of business growth

Customer Satisfaction is creating a huge gap between promise and delivery and this feeling is creeping up from both sides of the counter. Only 17% of CMOs are saying that they have been extremely successful at delivering highly relevant customer experience. At the same time, customer satisfaction in the UK has been dropping slowly for the past 2 years.  Mobile networks operators (MNOs) are just one of the examples. In…

Build sustainable utility services models with advanced customer analytics

To stay competitive utility companies need to keep up to date with customer expectations, increase satisfaction, and transform their offerings accordingly. Here are several key areas of changes that you should consider to enhance customer loyalty and generate business growth with the help of customer analytics. INCREASE CUSTOMER ENGAGEMENT BY PROVIDING SERVICES THAT CUSTOMERS ACTUALLY WANT AND NEED Customer retention is no longer merely a question of reliability and cost. A…

AI in Customer Experience: Get the Most of It!

A few years ago AI was merely the brainchild of sci-fi literature. Today, it is transforming virtually all industries – from international defense to global finance and even art with Japanese AI competing with humans in literary fiction contests and creating new styles of painting. The AI revolution is changing the CX space, as well. According to Gartner, by 2020 eighty-five percent of client relationships will take place with no…

We shape our tracking studies, and then, our tracking studies shape us

Winston Churchill once said (not in his typical witty, pungent style, but no less insightfully): “We shape our buildings, and afterwards, our buildings shape us.” Isn’t it the same with the tracking studies you run? Are they not a lot like our houses, public buildings, commercial centers? They all require meticulous engineering, thorough planning, high quality materials and a spark of creativity to turn an otherwise utilitarian object into a…

From customer centricity to customer delight

What does customer experience mean for your organization? Now that we have officially closed GemSeek’s CX Trends survey, find out what professionals like you do to turn customer experience into a competitive advantage. Most surveyed professionals define CX as delivering an experience that meets clients’ expectations. There are as many approaches to achieving this as there are organizations around us, but the biggest barrier our respondents face seems to be…

The digital era of Customer Experience research

Embracing the digital era and Customer Experience It is not a secret that the way people communicate, work and live has been transformed in the last couple of decades. Technological advances create more possibilities and provide new opportunities for businesses. Embracing digital technologies is inevitable. Making processes cheaper, faster and easier is at the center of all organizational improvements, so it is only natural that companies nowadays adopt new technologies…