Category: digital experience

Telecoms still trailing on customer satisfaction

Sector is second worst overall. MVNOs perform better than network operators

Trust builds relationship and revenues

Trust takes B2B service providers out of the discounting game. 90% of customers believe a trusted brand delivers high quality and most are prepared to pay more for that.

Four words that transform relationships. Do you know what they are?

B2B service providers can learn key lessons on customer relationships from experience leaders such as Amazon.

Why you should forget customer journeys

Moving beyond silos of customer experience means creating a coherent digital experience.

A common pitfall: seeing digital experience as better customer service

Digital experience is not just about service but is made up of four main elements – network, product, commercial and service experiences.

Do you know the difference between DX, UX and CX?

DX, CX and UX are the buzz words of the moment. How are they related?