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,…

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…

Merry CXmas and a Happy New Year

GemSeek wishes all of you to stay ahead of the game in the year to come Customer Experience, as a source of competitive advantage, is on the rise. How do we know? We asked managers and executives in marketing, sales, and customer experience from more than 20 industries in our Annual CX Trends survey. Even though only 4 out of 10 organizations currently use CX to stay ahead of the…

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…