Using Data to Create the Best Customer Journeys
Leverage available data to create effective and safe customer journeys for each customer segment. Is…
Measuring Customer Emotions
The key to understanding impulse customers’ decision-making and behaviour is to be aware of their…
Content Has a Significant Impact on Buying Decisions
“If we do not produce contents to be shown during the client’s research phase, we…
End2End Customer Journey Supported by AI and RPA
An article by Marek GRABOWSKI, Customer Journeys Management Director and Barbara DYMERSKA, Customer Journey Director…
Will Telco CEM Be Different from Other Industries?
All companies, not only telecom ones, need to stay focused on keeping up with the…
Digitalisation/Digital Transformation in Telco Industry
Over the last years European telecom operators saw their revenues stagnated or declined. The BEREC…
The Current Role of AI in Customer Experience
In terms of customer service, you can use AI technologies in three main areas: conversations,…
Preventing Silent Churners
Bouygues Telecom has implemented Proactive Quality programme that reaches the unsatisfied customers in order to…
Technology Affecting the Future of Telco
5G or IoT are definitely shaping and will continue to shape the future of the…
Improve the Partnership with a Customer
What has Ericsson implemented to ensure they can improve the relationships with their customers? What…