Tag: customer experience
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Telecoms through the looking glass: bad deals, bad data, bad customer service
Customer journeys need work, with too much focus still being placed on acquisition rather than retention
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Why 'contact us' is a digital no-no
‘Contact us’ pages are one of the most viewed on enterprise websites, and yet all too often they deliver a poor impression of companies and a bad experience to customers
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Tech M snaps up Dynacommerce
Adds omnichannel solution to its expanding portfolio
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Transforming technology doesn't transform relationships
Trust is an essential ingredient for success in the experience economy, but service providers are still coming up short in this area.
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Why no more paper bills is both a problem and an opportunity
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
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Customer confusion is costing service providers dearly
Sometimes it’s not just what you say but how you say it that matters. When you don’t communicate clearly, you not only frustrate customers but drive up the cost of clearing up the confusion