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…
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10+ Customer Referral Ideas To Increase The Success Of Your Bring-A-Friend Program

Alexandra-Emily Kokova
Referrals are good for your business As a customer you probably have one or even more stories of how your pizza delivery went wrong or how you got a bigger shoe size from your last online order. Think back about these events for a moment. The way that these mishaps were handled by the company – well or in a terribly annoying way - determine the story you are telling…

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…
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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…
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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…