Posts filtered by Customer Management

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]