The Vulnerable Customers Factor: Why is it important to measure and improve their experience

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Who is a vulnerable customer? Did you know that every 1 in 2 people in the UK will be vulnerable at some point during the year, according to the UK Financial Conduct Authority? (Financial Lives Survey, 2020) People don’t become vulnerable just because of old age or disabilities. There are many life circumstances that could make…

MWC Barcelona 2021 Brand Buzz

Online analysis based on MWC Barcelona mentions in the period 28 Jun - 1 Jul 2021 MWC Barcelona 2021 opened the grand event season with a hybrid format on June 28th in Barcelona, Spain. The event's agenda covered inspirational keynotes from globally renowned speakers and included heated debates about the hottest topics in technology. This year's program focused heavily on 5G innovations. The organisers introduced the most promising Barcelona startups,…

The Best Customer Insights Are Found at The Intersection of Past, Present and Future

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research TABLE OF CONTENTS It’s not about how you get those customer insights, it’s what you do with them > Getting customer insights about past experiences > Real-time customer insights to act quickly > Customer insights for the future > It’s not about how you get those customer insights, it’s what you do with them Understanding customers…

The Customer Experience Impact Strategic Framework: How to Prioritise and Scale Up High-Return Initiatives and Multiply Business Value

Creating value What is a job to be done? Great CX or appropriate CX Deliberate actions & intelligent trade-offs CX Impact in practice Tips to get started CX Impact: The Missing Ingredient A study after study shows that customer experience management is growing in importance for companies. Yet, understanding customers and implementing measures to improve their experience remains a major challenge for CX leaders. Many companies engage in an endless…
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10+ Customer Referral Ideas To Increase The Success Of Your Bring-A-Friend Program

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research 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 –…

How Do Global Telco Leaders Plan to Get Closer to Their Customers?

Moving from a data to an intelligence driven organisation GemSeek recently hosted a round table with Senior Telco Leaders from around the world.  A great discussion and we’re very grateful to all that joined and engaged in the conversation. Here’s the top 10 insights from the conversation: TABLE OF CONTENTS Moving from data to intelligence > Getting closer to the customer through data & intelligence > When you’re ready, get…