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CX Innovator Series - Sri Safitri, Telkom Indonesia

CX Innovators: Sri Safitri, Telkom Indonesia

Sri Safitri of Telkom Indonesia offers insights and key success stories from her team's efforts to improve customer satisfaction and NPS.

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Digital interactions with brands

Report: Technology Gaps Stop Businesses from Connecting with Customers

A new report from global telecommunications firm Vonage declares that gaps in technology present in many businesses prevent them from connecting meaningfully with their customers. Such gaps, however, also reveal opportunities for correction,...

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Metaverse virtual contact center

Japan’s transcosmos and NTT Launch Demo of Virtual Contact Center in the Metaverse

The Japanese organizations transcosmos and NTT Communications recently launched a demo test of a virtual contact center in the metaverse that sought to find new ways of working for remote employees in the post-pandemic era, consolidating both...

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Customer authentication telecommunications

Customer Authentication – Efficiency Is Important to Ensuring a Good Experience

One of the key issues that still plagues customer-facing organizations is the account authentication process; essentially, making sure that the person contacting customer support with an issue is either the account owner, or an authorized user....

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Telecommunications customer feedback

Providing Real-Time Feedback to Improve CX

One of the biggest challenges faced by telecommunications companies is providing a good experience throughout the entire customer journey. However, friction that occurs during that journey, from the initial product research phase to the purchase...

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Customer onboarding

Improving the Onboarding Process to Improve CX

For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive...

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Supporting live agents telecommunications

Supporting Live Agents with Robust Technology Is Still Key to Enabling Excellent CX

Customer experience (CX) is defined as the totality of a customer’s experience with a product, brand, or service, encompassing all interactions pre, during, and post transaction. Communications service providers (CSPs) are faced with myriad...

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Telecom customer experience automated ticket correlation

Utilizing Automated Ticket Correlation to Improve CX Responsiveness

The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...

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5G wireless customer experience

Leveraging 5G to Provide Friction-Free CX

Industry trade group GSMA estimates that by the year 2025, the number of 5G connections will reach 2 billion, up from 1 billion in 2022. Moreover, by the end of 2025, 5G will account for over one-fifth of total mobile connections, and more than two...

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Telecommunications customer service

Is Zero-Touch the Answer for Telcos?

It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...

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Broadband rebranding

Consolidation is Causing a Rebranding Bonanza in Broadband

Astound Broadband, Fidium, AltaFiber, Breezeline, Brightspeed—these are just a few of the new brands for broadband services that have been introduced over the past year. While many of these new brands are a result of a merger or divestiture,...

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telecom customer care

T-Mobile to Revamp Enterprise Business with New Customer Care Focus

T-Mobile is making some key organizational changes to its executive team in hopes of migrating some of its “un-carrier” energy and customer service expertise from its consumer division to its enterprise group. The operator announced earlier...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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