Talent [R]evolution

Sourcing Talent in the Digital Age

Posts filtered by Customer Management

How a Customer Experience Specialist can make the difference

customer experience specialist

Reading Time: 7 minutes Decades of psychological studies on the motivations and desires of consumers have led to an almost scientific approach to sales. This extends from sales strategy to maintaining relationships with customers, to creating loyal brand ambassadors. A deep knowledge of customer desire and spending behaviour is intimately linked to business success. For a Customer Experience Specialist […]

How‌ ‌to‌ ‌use‌ ‌CX ‌strategy‌ ‌to‌ ‌create‌ ‌digital‌ relationships

CX strategy

Reading Time: 8 minutes The reality of COVID-19 COVID-19 has upended nearly every single industry worldwide. From the way we work together to the way we make business decisions, the long-term impacts of the global pandemic are at the front of every business leader’s mind. The unsanctimonious jump to a digital environment has forced businesses to adapt their operations […]

Throwback to the Conversational Touchpoints webinar

conversational touchpoints

Reading Time: < 1 minute We hosted our Conversational Touchpoints webinar last week. We hope that all CEX and Customer Care professionals got some ideas of how Telekom orchestrates BOTs, IVR, Call Centre, Messaging,..in a fluid customer experience. In case that you missed it, we leave the recording here. We have already engaged with more than 1200 TMT professionals in our […]

Three buckets of digital transformation

Digital transformation

Reading Time: 6 minutes In this article, we are going to discuss how you can take the first step in the digital transformation journey. What are the areas you should focus on first and how it will impact the business in three different ways. This article is a first part series of three articles, this one focuses on Customer […]

The Pareto Principle and customer value management

Customer value management

Reading Time: 4 minutes Not all customers are created equal. This is because the Pareto Principle applies: a small group within a business’s client base will provide the greatest proportion of revenue. Subsequently, companies that don’t understand a customer’s value are unlikely to distribute their resources strategically. As businesses are increasingly compelled to do more with less, the importance […]

5 steps to mapping an effective customer journey

customer journey

Reading Time: 5 minutes What is the customer journey? The customer journey is the entirety of experience a customer has with your brand. It lays out a detailed map of how a customer begins and ends their interaction with you. The customer journey does not look at how only one part of the transaction works. Instead, it looks at […]