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

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…

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…

3 Data Science Models To Improve Online Gambling Marketing Analytics

DON’T GAMBLE YOUR CUSTOMERS AWAY: THE MOST IMPORTANT MARKETING QUESTIONS YOU WILL NEED ANSWERS TO (AND HOW TO GET THEM WITH THE RIGHT DATA SCIENCE MODELS) Online gambling companies know that retaining customers and growing revenues from loyal users beats user acquisition efforts when it comes to return on investment (ROI). They are aware of the importance of customer satisfaction and timely, personalised offers to keep user churn at a minimum. If…

The Future of Market Intelligence

With radical changes abound, the business world is in flux. Digitalization, AI, Big Data and other new technological developments continuously disrupt traditional distribution channels and business models, and require rapid shifts under the threat of obliteration. Tomorrow, more so than ever before, the best performing companies will be listening to their customers to stay relevant, and build successful products and services. The ways companies will leverage customer feedback to secure…