Advanced Analytics

Celebrating CX Impact with 4 wins at European Customer Centricity Awards

Mila Krasteva
We had a great night of celebration at the European Customer Centricity Awards yesterday! Three of our clients’ core transformation projects won in the following categories: "Best CX Strategy" for our project with HeidelbergCement: "Business Transformation inspired by a customer-driven strategy" "Digital Transformation" and "Best measurement in CX" for our project with Signify: "Expanding the scope and impact of the CX program through a digital reinvention" "Customer Insights & Feedback…

Predictive NPS is now part of Medallia Xchange Marketplace

admin
We are proud to be the first Medallia partner to publish an app after the Experience Management company opened up to external providers its apps marketplace – Medallia Xchange. Predictive NPS – the customer analytics model that predicts satisfaction scores for 100% of your customer base – is now available upon request for Medallia Experience Cloud. REQUEST A DEMO HERE What is Predictive NPS? Predictive NPS solves one of the biggest challenges CX executives are facing as their…
people-interacting-with-their-smartphones

Data Analytics in Telecoms: Adapting to the new post-pandemic reality

Alexandra-Emily Kokova
It's a challenging time for mobile network and broadband operators. People everywhere are staying at home to protect their health. Most moved the biggest part of their lives to the digital space: work, keeping in touch with family and friends, entertainment. Data usage has skyrocketed, putting additional strain on telecoms - operations- and CX-wise. All of them have been focusing on a smooth network performance and customer experience by handling…
bright-blue-sky-with-colorful-balloons

The Changing Customer Behaviour Requires New Marketing Effectiveness Models

Alexandra-Emily Kokova
Because of the COVID-19 outbreak around a billion people have been staying at home for the past few weeks. And because customers are not actively out and about, their demands and behaviour is changing by the day. While the situation has brought an expected growth of some product categories, such as bread machines, weights and toilet paper , many others are facing lower demands for their products and services. Coupled…

Save your out-of-contract mobile and broadband customers under the new Ofcom regulations

admin
Are mobile network customers punished for their loyalty? Until recently mobile, broadband and TV operators used to make £1 billion a year from customers who had reached the end of their minimum contract but had taken none proactive steps to negotiate another promotional deal. The recent rules by communications regulator Ofcom aim to tackle the so-called “loyalty penalty” and provide customers with fairer deals and savings of up to £150…

Customer delight: Pricey or priceless? Prove the ROI of your CX initiatives

admin
Customer Experience Management has matured immensely since the first customer-focused initiatives in the 80s and is no longer a universal magical phrase to big investments. Nowadays telecom executives expect to see clear, significant and measurable financial impact as part of the CX initiative pitch, which makes advanced analytics tools like Predictive NPS invaluable in making sound decisions and getting internal buy-in. Vesela Nedkova, Commercial Research Director & Group Telecom Sector…