“Improving customer experience” continues to be one of the top priorities on CSPs’ agenda. Many have already begun to invest in data consolidation and real-time analytics to develop a better understanding of user perceptions and the perceived quality delivered by network and actual service. The overall target: retain the customer base and attract new customers in a highly cost effective manner.
CSPs are making a conscious effort to understand customer experience as well as its consequences and to respond in an immediate, automatic and proactive way. To avoid churn and determine the right priorities in a deluge of influencing factors like pricing, device and service portfolio, cost control, network coverage and voice quality, complain handling etc. is far from trivial. How to improve the experience across the whole customer lifecycle? Where does it matter for the user? What is the impact of all these activities? Let’s take up the discussion of all these questions broadly on a tweetchat on Thursday – March 31, between 3 and 4 pm CEST.
We’ll start with two key questions:
1. What is the business value of improving the customer experience, and how can you ensure you squeeze the maximum value out of initiatives to improve the customer experience?
2. We often hear that data is a telecoms USP but you wouldn’t think so when you look at how we treat it! How can we make better use of data to optimise the customer experience?
How does it work? People interested in this topic are invited to meet on Twitter and discuss – tweeting, re-tweeting, answering, sharing links, material, thoughts. Mark every tweet with #CSPCX, so it can be easily found and related to our Customer Experience-tweetchat. The chat will be initiated and driven by Teresa Cottam of Telesperience, Jane Rygaard and myself from Nokia Siemens Networks along with a few other colleagues as well as Dominic Smith of Cerillion.
What do you need? An opinion on customer experience and a Twitter account. – to create one, click here
You just want to follow the tweetchat? Use this link to find the customer experience-tweets: http://search.twitter.com/search?q=%23CSPCX .
Tweet you on Thursday!
This post is by Araceli del rio Sastre, head of customer insight and experience marketing, Business Solutions (BSO)