4 ways companies can revolutionise their customer experience

The last five years have seen a significant shift in consumer expectations. The modern consumer is smarter than ever and the number of channels available for them to express their views are ever increasing. Social media campaigns have become a major part of most businesses’ marketing strategies while customers are quick to take to the same social media channels to express their views on the products and services they have received. With these radical changes in how customers communicate, select products and make buying decisions, what changes do companies need to make to their customer experience in order to keep providing a top quality service?

1: Active Customer Management

In the past, companies have had an understandable aversion to encouraging customer contact. Too often this was associated with the complaints procedure and an attitude of “no phone calls, no problems” was adopted. However, with the rising importance of social media and the insights offered by big data, more companies are seeing the benefits of inviting customer contact. Effective use of data generated by customer interactions can provide the necessary insights to create a more personalised service and ultimate help improve customer satisfaction.

The Happy Skies – How technology is changing the customer journey in airports

Traditionally, the customer experience in airport is considered to be one fraught with stress, delays and anxiety. This inevitably leads to a drop-off in customer satisfaction. While certain time-consuming elements of the airport experience – such as passing security and waiting for baggage upon arrival – are well understood norms that fliers accept without much complaint, most delays are guaranteed to cause dissatisfaction and a poor customer experience.

5 Successful CEM strategies that can be applied to any industry

We frequently analyse CEM strategies that are specific to a given industry or even an industry sub-category but at times it is equally useful to step back and investigate overall CEM best practices and strategies that are equally valid and applicable to any company trying to deliver a better customer experience.

Saudi Telecom Company partners with Mirantis to Deliver Improved Customer Experience through Next-Gen Networking Services

The Middle East and North Africa (MENA) region is currently experiencing an explosive demand growth rate for high-quality, integrated telecommunications services for both business and recreational uses. According to Cisco, in just two years time, MENA will come to generate the highest cloud data traffic growth in the world, with cloud data forecast to increase to 260 Exabytes (260 billion Gigabytes) by 2018.

Top 6 Considerations when Designing a Customer Loyalty Program

Major MNCs across the world are in a constant cycle of experimentation and evolution of their loyalty cards, schemes and programs. While every industry has its unique challenges and ideas regarding the best way to secure customer loyalty, there are a number of universal considerations that should be applied by anyone looking to successfully design a new loyalty program or adapt an existing one.

Middle East moves towards creating the Airports of Tomorrow

The travel industry is at the very forefront of utilising new technologies and processes designed to improve customer experience. Nowhere is this need, this commercial imperative, more apparent than at the airport – the beginning and end of so many business and leisure journeys for people across the world.

Starbucks Goodwill Story emphasises the Importance of the Personal Touch

We cover a lot of CEM stories and opinion pieces that focus on the significant decisions and strategies that companies can make in order to improve their customers’ experience. These include sweeping changes such as the implementation of new technology platforms, data analytics and operational policy changes. However, a recent customer service story demonstrates the basic but immutable importance of training staff to apply a personal touch where possible.

The Key CEM Challenges Facing Telecoms Companies in 2016

The following is an overview of the key challenges that the industry’s respective companies are currently facing as we begin 2016, as well as a brief description of how leading players are aiming to address them. While not comprehensive, the list serves to portray the scope of the difficulties as well as the opportunities that today’s telecoms companies must understand and account for:

Improving Contact Centre CEX through Employee Engagement

Many contact centres suffer from high staff turnover which causes perennial problems regarding operational efficiency, experience retention and even the customer experience can suffer as a result.

While there are plenty of contact centre operators who are looking to improve CEX through a variety of means, too many fail to make the vital link between employee engagement and subsequent customer satisfaction. It’s only by looking inwards that they will be able to see the similarities between their staff and their customers, and by satisfying the former they can help satisfy the latter.

Top 3 CEX Improvements for the Middle Eastern Travel Industry in 2016

Tourism in the Middle East is rapidly evolving and expanding as the region’s population becomes more digitally adept. The proliferation of smartphones and increasing consumer confidence in finding their own path to purchase online means that in order to appeal to modern ME travellers’ needs and preferences, service providers are going to have to take developing digital trends into account.