The Importance of Customer Experience Management in Telecoms

Telecom is a difficult phenomenon to deal with in many aspects today. The telephone system was created as the second great mass communication system, over a century ago, to carry instantaneous voice. The problem is, it has been around for so long, and for so long, nothing could replace it. So, other technologies and practices

Customer Experience Journey Map Explained

I hate explaining these infographic concepts. In many cases, it’s stating the obvious, and in others, the thing is visualized because putting it in words doesn’t work whatsoever in the first place. However, for those unfamiliar with the motivation behind designing a specific visualization, or who are unfamiliar with the concept behind it, these tedious

3 Customer Experience B2B Tips to Follow

B2B customer experience, it should be no surprise, is a different ballgame from B2C experience. While some aspects are very similar, there are a lot of philosophical differences in the marketing and research ends as well as the customer support and service aspect (called customer success in B2B). So, when you’ve got some experience with

Branded Customer Experience Best Practices

Providing a branded customer experience is obvious in its necessity. Since a customer experience entails the sum of all customer interactions with your company, from awareness (via marketing), to research (and comparison to competition), use of the product or service and finally customer service and support where needed … it’s a big deal to handle

Most Important Customer Experience Analytics to Focus on

What are the most important customer experience analytics? This is would seem like a tough one to answer, given customer experience covers a lot of individual fields that have their own little sets of analytics to OCD over. So, before we get into the analytics, there’s a mandatory look at what customer experience is. You