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,…

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…

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…

Reduce Your Customer Churn Rate and Increase Profit with Robust Data Analytics

A McKinsey survey reveals that companies employing extensive customer data analytics to inform their business decisions achieve a over competitors that do not utilize analytics or do so sporadically. While average performers among survey respondents incorrectly attribute bottom-line success to their marketing, pricing and campaign management efforts, industry champions recognize their customer analytics and customer-driven initiatives as their main winning factor. With profitability directly linked to customer retention, the reduction…