Are you ready to reinvent your customer experience and improve your bottom line in 2018? It’s easier than you think to transform customer experience by paying attention to several critical business challenges: the need for a great, easily accessed self-service experience (especially for low-effort experiences), an end to call center inefficiencies and the need to reduce time wasted on calls and service visits that really aren’t necessary. These shortcomings are expensive, both in terms of actual costs and damaged customer experience.
https://www.forbes.com/forbes/welcome/?toURL=https://www.forbes.com/sites/forbestechcouncil/2018/07/03/how-to-reinvent-your-customer-experience/&refURL=https://news.google.com/&referrer=https://news.google.com/
Liberty Global is working with Cisco on a project that is designed to transform the pay TV operator’s customer service experience across Europe, the Middle East and Africa.
https://www.digitaltveurope.com/2018/06/26/liberty-global-taps-cisco-for-customer-experience-transformation/
In the age of hypercompetitive markets, it is the customers who have the power. While most customers no longer exhibit traditional brand loyalty, they are in fact loyal to the brand that provides the best experience. In a recent study by Epsilon, 80% of customers indicated that they prefer businesses that offer personalized experiences, and of the customers who find personalized experiences very appealing, they are 10 times more likely to be a brand’s most valuable customer. Many brands already understand that they cannot compete solely on products or services, but in order to remain competitive, they must compete on customer experience. Broad-based campaigns, which used to be the standard for marketing segmentation strategy, are now becoming individualized experiences based on customer needs and preferences. At this point in time, the customer is king and the companies that fail to realize this will fall behind their competition.
https://www.forbes.com/sites/forbestechcouncil/2018/06/12/transforming-the-customer-experience/#5b4e1eb36065/
Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono, General Manager, Customer Service & Customer Experience at MTN Cameroon, one of the biggest telecommunications company in Africa. As the company’s first CCO, Patricia shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
http://www.customerbliss.com/earn-the-right-to-cx-transformation/
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