News tagged: loyalty

27 September, 2018

Use predictive analytics to perfect the customer experience

Staying in business is increasingly a challenge for companies, let alone expanding and attracting new customers. But in today’s competitive landscape, growth and diversification is a necessity. Wisdom tells us that companies that don’t grow eventually shrink. When companies stagnate they don’t improve, while the competition does. To stay on top of their game, companies have to innovate, understand and meet customers’ needs and deliver a superior customer experience. This is where predictive analytics can help, writes Jonathan Wax, the vice president for EMEA of NICE Nexidia.

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21 August, 2018

Emotional connections are the building blocks of customer loyalty

Brand loyalty is achieved through emotion and trust, says Frederic Durand, the chief executive and founder of Diabolocom.

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21 June, 2018

Pipe dreams

As we know all too well, network evolution presents both opportunities and challenges for the mobile Communications Service Provider (CSP). Furthermore, says Adhish Kulkarni of Evolving Systems, as not all generational leaps are created equal, some shifts are more extreme than others. (more…)

30 April, 2018

The importance of the human touch in contact centres

In an environment fuelled by technology, it is imperative to customer experience for contact centres to maintain human interaction, writes Frederic Durand, the chief executive and founder of Diabolocom.

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13 February, 2018

European Commission awards Wiraya €2m to stimulate artificial intelligence innovation in Europe

Wiraya, which develops a Managed Mobile Customer Activation software, has been awarded €2 million in innovation grants by the European Commission, for the development of Wiraya Activation Intelligence. (more…)

20 December, 2017

Ofcom gives UK consumers the opportunity to dump their operator – by text

It may not be the classy thing to do but ending a relationship by text message is what UK regulator Ofcom has mandated customers will be able to do with their mobile operators by 1 July 2019, writes George Malim.

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18 August, 2017

Short, frequent, low-volume DDoS attacks continue to dominate

Service providers, hosting providers and digital enterprises are all impacted by DDoS attacks. But besides the headline-grabbing volumetric attacks, another more sinister DDoS method lies in the shadows. (more…)

13 February, 2017

Mobile wallet providers missing out on revenue opportunities, finds Amdocs survey

Amdocs has revealed the findings of a consumer and service provider survey, which has revealed that mobile financial service (MFS) providers are failing to fully realise the potential of loyalty programmes to drive revenue growth. A significant gap exists between what customers want and what they are offered. This is especially true for unbanked users: 80% are not enrolled in any loyalty programme. The findings also reveal a lack of awareness of the types of loyalty programmes being offered. (more…)

03 October, 2016

Modern consumer-like software tools make happier, more productive customer service agents, research shows

Aspect Software, a provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions, released the findings of a new study with Pelorus Associates, which quantifies the value of modern agent engagement technology. (more…)