Explore fresh perspectives, news, and inspiration from the world of customer communication and engagement.
How to turn around your dissatisfied customers The majority of customers you lost as a mobile operator could have stayed longer. But in order to keep your customers, it’s important that you make them feel appreciated, make sure they get relevant information at the right time, and in channels they choose. The telecom industry is […]
Automate your customer interactions using AI The largest problem for telco operators is losing customers to another operator (churn). Or to be more specific increase customer lifetime value (CLV) while increasing net promoter score (NPS). Despite advanced churn prediction models, many operators have lost sight of what actually creates value for their customers. Today’s customers […]
4 key areas to take digitalisation to the next level Wiraya and Odyssey, suppliers in Martech have interviewed market leaders on four key areas of Marketing Tech to investigate their digital maturity within strategy, organisation/processes, data/analysis and technology investments. This is how marketing managers manage the organisation and processes. None of the market leaders feel […]
It’s time to take back the control of the customer Did you know that three-quarters of the European consumers consider three or more brands before they purchase or lease a vehicle? Today’s customers are smart, web savvy, and fickle as hell. They’re swimming in brand choices and it’s never been easier to switch companies. Customer […]
What the iGaming industry should know about customer experience We sat down with CX specialist Joakim Thorn, CX Transformer at Effectly to learn more. Joakim, you have a background working with CX transformation in several industries for many years. What is your experience on how consumer behaviour has been changing the past few years? User […]
Do your customer a favour and stop accepting high churn rates So your mobile subscribers have left you for another telecom operator? Telecom is one of the worst sectors when it comes to customer satisfaction and experience. European mobile operators lose in average 14% of their customers, every year. Many seem to have accepted these […]
Insights from the world’s largest data and marketing conference At a three day conference at the world’s largest data and marketing conference in Las Vegas – &Then – arranged by DMA. The attendees participated in creative workshops, met peers in the industry and listened to inspiring sessions by Bozoma St John, an amazing woman and […]
How telcos usually interact with customers to increase CLV and why it doesn’t work Mobile operators lose massive amounts of customers every year, as customers easily switch between different suppliers if they’re not happy. And they aren’t! Even though there has been an incremental improvement in customer experience (CX), the last years for telcos, nobody […]
Get it right and you’ve got fans for life Everyone talks about offering a personal service to players. Trouble is, the stats are telling us that very few businesses actually deliver on it. Your CRM system is chock-full of information about your players and the more you can use that data to give those players […]
Two things that customers have become used to, and therefore expect In the age of the customer, it’s crucial to stay on top of the game when it comes to understanding what your customers want! Of course, no generic recommendation beats collecting your own customer insights, but we’ve summarised two things that customers today have […]
