Tuesday Feb 26, 2013

Crafting the Cross-Channel Experience For Communications

What Communications Service Provider (CSP) is not being challenged these days?  Customers demand more and more from their network and expect to be dazzled at every moment.  Customers are tempted by rich video content, social networking, and a plethora of apps.  Social networks can mean customers are even more likely to stray to a competitor or publicly speak about brands that fail to live up to their expectations.  Nurturing brand consistency across a variety of channels is essential for forward-thinking operators as they look to build lasting relationships with customers and avoid churn.

Leading CSPs are benefiting from this changing landscape and social movement by using monitoring tools that listen to social conversations around their brands, and deflect customer interactions from assisted channels to unassisted channels as part of a drive to lower costs to serve subscribers.   That’s why getting buy-in from these customers across social channels is vital for CSPs moving forward. It involves instant returns when done correctly and allows operators to offer promotions and bundles to a wider audience. Being able to support and leverage the interest of consumers and use social knowledge  as an enabler will win CSPs fans and allow them to gain market share in the process—and that is good for business.  Read more.

Interested in the latest on Communications Customer Experience?

Want to begin the journey - read more about Oracle’s Communications Customer Experience.

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