At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities. In particular, connecting humanity and technology through AI and data strategy are emerging as key priorities to improve the digital-first customer experience and help shape the future of CX. Here are some highlights from the event: Address and Improve...
How has COVID-19 affected customer and brand loyalty and what can businesses do to regain that loyalty? Here’s what industry experts, researchers, and customer experience leaders are seeing on the ground as major corporations to SMBs attempt to answer this very question.Customer loyalty vs. brand loyalty: what’s the difference?Customer loyalty relates to customers who transact with a business on a frequent and ongoing basis, largely for financial reasons....
Where is the line between performance feedback and bullying? When does hustle culture become abusive and dangerous? Toxic company cultures are all too common in modern businesses. One in five Americans have left...

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Taking a Next Best Action Approach to Strengthening Telecom Customer Relationships

One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with new ways to identify potential triggers for churn and opportunities to strengthen customer relationships.