61 results
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Contributor: Zarina de Ruiter
Posted: Wed, 04/25/2018
Rhona Bradshaw
Interview with the VP Customer Experience Transformation of Liberty Global about changing customer expectations and the role of AI in today's CX landscape. Rhona Bradshaw is the VP Customer Experience Transformation for the consumer organisation at Liberty Global and is responsible for designing and enabling the future customer experience.... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 12/18/2017
CX predictions
It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead. Okay, it’s not quite as fantastical as that, we base our predictions on industry research and in-depth conversations with senior practitioners... Full Content »
Contributor: Seth Adler
Posted: Tue, 12/12/2017
Dana Wilson
In this week’s CX Network podcast theatre interview, the Vice President Customer Assurance for Comcast discusses innovation as a driver of process excellence and customer experience EPISODE OVERVIEW: Dana Wilson, Vice President Customer Assurance for Comcast, joins host Seth Adler in CX Network’s podcast theatre this week. She shares that very... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 11/27/2017
CX in telecoms global investment report 2018
How do changing customer behaviours and expectations reflect upon how the telecoms industry is preparing for the next 12 months? In this report we look at the investment priorities of CX practitioners for the year ahead as well as their predicted top market trends and challenges, so you can gauge where the industry is heading and plan your... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 11/20/2017
CX in telecoms global benchmarking report 2018
The biggest customer experience trends, challenges and investments that will impact the telecoms industry in the next 12 months We are in the age of the customer. The acceleration of technological advancements have made customer experiences faster, more efficient and more memorable – and this has driven a change in customer behaviours and... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 09/04/2017
Three Ireland’s pursuit of the ultimate customer experience
Interview with Head of Transformation, Justin Conry, about CX, omni-channel, building a customer-first culture and how create a frictionless experience in the digital space. Justin Conry is currently Head of Transformation (CRM) for Three Ireland. He has 20 years of industry experience in senior roles leading change, CX, strategy and planning,... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 08/22/2017
The global state of customer experience 2017
The biggest CX trends, challenges and investment priorities for the next 12-18 months With The Global State of Customer Experience 2016 being the most popular of CX Network’s reports last year, we conducted our in-depth research for the second year running through a comprehensive annual survey. We gauged the views of global customer experience... Full Content »
Posted: Wed, 05/10/2017
The Customer Experience Buyer’s Guide 2017
Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a... Full Content »
Posted: Mon, 05/08/2017
How Telecommunications Providers Can Reboot The Customer Experience
Few industries have commoditised themselves more than telecommunications. Communications service providers (CSPs) risk becoming mere utilities and, at the same time, face the disintermediation of the customer relationship. Today’s consumers have a plethora of product and service choices, including those offered by over-the-top (OTT) providers,... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 02/06/2017
Customer Loyalty Challenges Telecoms
Long-term customer loyalty is the holy grail for many companies, but it’s often easier said than done. And in no industry is this, arguably, more challenging than within telecoms. With a highly competitive market, mergers and acquisitions impacting upon brand identity, customer service not always being best-in-class, and customers switching... Full Content »
Posted: Tue, 01/31/2017
How Millicom Links ROI to Customer Initiatives
Lynn Holmgren is the former CXO of mobile services company Millicom International Services. At the Executive Customer Contact Exchange US she held an insightful presentation around Millicom’s service strategy, specifically outlining their journey to becoming more customer-centric and linking ROI to customer initiatives through case building.... Full Content »
61 results
of 6