Lumoa

JULY 21, 2022

During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed.

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. What are the goals and timing for the CEM program? INTRODUCTION.

CEM 40

CEM Insurance Telecommunications Customer Satisfaction 40

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. Market Research vs. VoC.

Measurement 210

Measurement CEM Telecommunications 2001 210

PeopleMetrics

DECEMBER 27, 2019

In a telecommunications company, for example, the IT department has a system that houses all the technician appointments for the day, including specific customer information such as email address and phone number. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

AUGUST 7, 2019

Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. But if you have VoC running, your ROI possibilities are much greater.

Leadership 70

Leadership ROI CEM 2001 70

PeopleMetrics

JULY 31, 2018

The image here shows an example from a telecommunications company: Text analytics can quickly identify trends in real time and at scale. By contrast, human coders might take weeks to notice that, say, the telecommunication company's pricing is an issue, as in the earlier example. As CEO, he guides the company’s vision and strategy.

CEM 79

CEM Telecommunications Hotels 2001 79

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. As a Customer Experience Manager at PeopleMetrics, I have the pleasure of working with companies across a range of industries including hospitality, financial services, telecommunications, and aviation. That’s great!

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117