ARCHIVE FOR THE ‘customer-experience’ CATEGORY

Swisscom optimizes customer experience with Ericsson Expert Analytics

Dec 19, 2018 • 4G5GCloud servicesCustomer Experiencecustomer satisfactionDaniel StaubEricssonExpert AnalyticsFuture of FIeld ServiceIoTNewsSwissCom

Ericsson has been selected by Swisscom, the largest telecommunications service provider in Switzerland, to enhance the consumer experience for its subscribers through deployment and integration of the Ericsson Expert Analytics solution into its...

A revolution in customer focus with Thomas Radau from Titan

Dec 12, 2018 • AftermarketcopperbergCustomaer SatisfactionCustomer ExperienceCustomer FocusEngineering ServicesFeaturesManagementMark McCordThomas RadauTitan

This year's Aftermarket Business Platform was once again a hive of information as senior leaders from across the European continent and beyond came together to share their insight, learn from their peers and see first hand the technology that is...

Questions To Ask Yourself About Your Customer Service

Dec 07, 2018 • Bill PollockCustomer Experiencecustomer satisfactionCustomer ServiceFeaturesfield servicefield service managementfield service technologyManagementmobile workforce managementStrategies for Growth

Bill Pollock, President of Strategies for GrowthSM gives us five questions that we need to be able to answer if we are to meet our customers’ service expectations...

Building a case for investment in FSM systems: Enhancing Customer Engagement & Experience

Dec 03, 2018 • AsolviCSATCustomer Experiencecustomer satisfactionFeaturesfield service managementfield service technologyKevin McNallyManagementmobile workforce managementService Management

Oftentimes field service directors and managers can see the importance of investment within a dedicated Field Service Management (FSM) ahead of their colleagues in the boardroom. In this series of articles Kevin McNally, Sales Director, Asolvi...

MSI Partners with Glympse for End-to-End Field Service Customer Experience Management

Nov 23, 2018 • Customer ExperienceEnd to end field servicefield service managementfield service technologyGlympsemobile workforce managementMSI PartnersNewsService ManagementSoftware and Apps

Users now can engage their end customers with step-by-step visibility for the field service last mile with a live map view, job details and ETA countdown via a Glympse-powered journey...

Are you tracking all five stages of the field service customer journey?

Oct 26, 2018 • Customer Experiencecustomer satisfactionFeaturesfield servicefield service managementManagementmobile workforce managementSamir GulatiService ManagementService Power

The customer experience is a crucial differentiator between organisations and that experience needs to be consistent across the whole customer journey, Samir Gulati explains why this is so vital...

How Service Automation Helps Enhance Customer Satisfaction and Optimise Operational Effectiveness

Oct 16, 2018 • Customer Experiencecustomer satisfactionFeaturesfield servicefield service automationfield service managementfield service techniciansmanuel grenachermobile workforce schedulingService ManagementSoftware and Apps

Manuel Grenacher discusses why Automation is set to play a crucial part in the two key pillars of field service success, operational effectiveness and customer satisfaction...

Helen selects Tieto Smart Utility for digitalizing its business and increase customer experience

Sep 03, 2018 • contact centreCustomer ExperienceCustomer ServiceData CentresdigitalisationDigitalizationEnergyfield servicefield service managementHelen FinlandNewsService ManagementSoftware and AppsTieto Smart Utilitiesutilities

Finnish energy company Helen has selected the Tieto Smart Utility cloud solution to support its retail and distribution business. The new services improve competitiveness and operational efficiency by digitalizing the company’s key processes and...

The Importance of Artificial Intelligence in the Telecom Industry

Aug 07, 2018 • AIArtificial intelligencebig dataCustomer Experiencedata sciencefield servicefield service managementFuture of FIeld ServiceMachine LearningMcKinseyNewsService ManagementTelco

If there is one industry that should be leveraging data in every way possible, it’s telecommunications. The telecommunications industry services billions of people each day, generating massive amounts of data. Though not many telecom companies...

Services and Strategy: Why Sell Services?

Jun 29, 2018 • Alexander ConsultingCustomer ExperienceCustomer ServiceFeaturesfield servicefield service managementJames Alex AlexanderManagementmobile workforce managementselling serviceService ManagementService Revenue

Leading Author and founder of Alexander Consulting, James ‘Alex’ Alexander puts forward a series of strong arguments for the reasons why product-focused companies can and must sell services. This is essential reading for the service director...

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