It is inherently bidirectional: by frequently listening to customer needs. It is possible to obtain timely feedback, for example through surveys or requests for evaluations. This feedback loop begins as early as the onboarding phase. During which companies enable new customers to use the service they have purchased. What made […]
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Digitalizing customer service not only improves operational efficiency but also reduces environmental impact. By favoring digital communications and streamlining processes, telcos save on costs associated with traditional customer interactions, such as printing and shipping. This transition to digital platforms inherently contributes to a reduction in carbon footprint, transforming these environmental […]
In the intensely digitalized and hyper-connected world we live in. One of the cornerstones of effective customer service is the ability to build robust communication models. By creating precise and engaging messages. Telcos can drive consumers to new calls to action (CTAs) and digital touchpoints such as mobile apps. Customer […]
It is interesting to note that, although the Telco industry constitutes the backbone of contemporary communication, telecommunications companies do not seem to be among the sectors that offer the best experiences to their customers today. According to the State of Customer Churn in Telecom 2022 report , after the pandemic, […]
Constant support: The latest versions of conversational AI, from chatbots to virtual assistants. Can handle routine requests, provide 24/7 support, and allow human agents to focus on more complex, higher-value issues. Predictive analytics can be used to anticipate and address problems before customers even realize they exist. By integrating new […]
It is interesting to note that, although the Telco industry constitutes the backbone of contemporary communication, telecommunications companies do not seem to be among the sectors that offer the best experiences to their customers today. According to the State of Customer Churn in Telecom 2022 report , after the pandemic, […]
In the frenetic and constantly evolving telecommunications (Telco) sector, customer support can undoubtedly be an important growth driver and be more effective than strategies that until recently seemed irreplaceable (such as aggressive pricing policies or promotional initiatives carpet). Customer care in the Telco sector is able to give companies a competitive […]
The telecommunications (Telco) sector plays a vital role in keeping people and businesses connected. As technology evolves and customer expectations increase, Telco companies are both facing challenges that didn’t exist before and taking advantage of new growth opportunities. Among the most significant possibilities that digital transformation offers organizations, many concern customer support activities . In […]
Fastweb’s experience represents a tangible example of how the synergy between digital product development and customer focus can be successful in the current market. In fact, 73% of technology companies believe product innovation is critical to their success. (Source: BCG, “The Most Innovative Companies 2021”, 2021) Ultimately, a company’s success […]
Product innovation and customer experience are two critical elements to the success and sustainability of any modern business. But how are they connected? Product innovation goes beyond simply creating new items or services. It implies the ability to anticipate and satisfy the changing needs of the market, offering creative and cutting-edge solutions . However, the real […]
To enhance Customer Experience , it is essential to adopt a continuous commitment and a holistic approach. That involves all departments and levels of the company. To achieve concrete results, such as customer loyalty and business growth. You need to follow key strategies such as. Understand customers deeply: Collect and […]
An example would be a company that produces food products. They might experiment with different ingredients or new manufacturing processes to improve the taste and quality of their products. Feasibility and risk analysis Assessing the technical. Economic and temporal feasibility of proposed ideas together with identifying and managing potential risks. […]
