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…

Do You Believe in Life After 5G?

How does 5G affect our daily lives and what are the most controversial opinions on the topic? To find out, we went on Twitter and scraped thousands of online conversations from European users. Our discoveries diversified in nature – from tech-savvy users, explaining how does the technology function and what are the benefits, to opinionated science rivals, claiming 5G causes health issues and irreversible damages. While it’s unclear if the…

Episode 3: The Fastest Route to CX Success in Telco

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Telco sector has lower NPS compared to many other industries and hasn’t seen much improvement recently. How you can close the gap and build successful CX program in telco? In this episode together with my guest Dave Patarica, CX telco expert with over 20 years of experience. we will zoom into customer makes the industry special,…

What Made TELCO Customers Rave Despite the Lockdown?

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research We put our Text Analytics to work, analysing online user-generated content that could help telecommunication companies strengthen their communication strategy with clients. Our analysis focused on what telco customers talked about the most across different touchpoints throughout the entire customer journey so that we can present you some trending topics. For a few weeks, we gathered data from users…