eBook

We put 30 organizations’ billing statements to the test using a consumer research-based assessment. What we found: many are making the same basic bill design missteps that can frustrate customers and raise call volumes.

Just like “ghosting” in the social sense, customers can abandon your brand for reasons you don’t know. But you can learn why customers ghost you—and even anticipate and prevent it

Today’s customers demand easy, seamless experiences from brands. And oftentimes, it falls on marketers to ensure they get them. So what roles can marketing play in orchestrating journeys that create loyal customers? How can brands create data-driven marketing strategies?

What are the biggest pain points for your customers? Your most expensive or time-consuming business processes? There’s a strong chance you can vastly improve them using conversational AI.

As a handful of operators begin to make progress on prioritizing customer loyalty, this report will explore how four CX practitioners are overcoming hurdles to drive customer loyalty and retention at their telecoms brands.

A good IVR experience should be quick, intuitive and seamless. Customers dial in, provide context for their call to achieve resolution, whether it’s self-service such as completing a payment or checking an order’s status, or transferring to an agent for more complex interactions.