Talent [R]evolution

Sourcing Talent in the digital age

Posts filtered by Customer Management

Throwback to the Conversational Touchpoints webinar

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

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

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

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 […]