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…

How can UK telcos retain more customers under the new “text to switch” regulation?

The recent “text to switch” regulation, introduced by Ofcom in the UK, is another factor telecommunications companies need to take into account when planning their customer strategy. Customers can now leave their mobile provider by simply sending a text message – avoiding the hassle of calling a call centre – and eliminating the chances for last minute ‘rescue’. On a market threatened by value erosion and defined by blurring boundaries,…

Warning, patient experience! Is dissatisfaction driving hospital revenue to the ground?

Today’s patients are better informed than ever when it comes to selecting where they receive medical care. Customers have all the available tools to compare patient experience at different care providers or even switch to an alternative if they are not satisfied. How a patient and their family experience care is a key deciding factor when choosing a healthcare provider. Therefore, to stay ahead of the competition, modern organisations need…

Millions new physicians will be needed by 2020…Here’s how AR can satisfy this demand

Back in 2016, the Goldman Sachs Global Investment Research unit forecast that the AR and VR in healthcare is the second biggest application area by addressable market size. Three years later, the potential of AR/VR applications in healthcare is still growing. The presence of numerous AR/VR technology vendors at the world’s largest health informatics conference, HIMSS, particularly indicates the recognition of these needs as well as the growing opportunities in…

How Data Science Is Helping Nuffield Health Drive Business Success

Data analytics and predictive modelling have become the norm. Clients look to their research partners to extract actionable insight from their data and offer strategic consulting to respond to business-critical scenarios. Nuffield Health’s requirements were exactly this when appointing Future Thinking GemSeek as their research partner. A key challenge for Nuffield Health was that of awareness, both in terms of being top of mind and understanding what is unique about…

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…