In an industry that facilitates interactions across every channel, every moment and in every geography, keeping up with customer expectations can be a challenge. Businesses in the communications, technology and media industries serve huge customer bases, need to support a complex, ever-changing array of products and deliver communication services that require immediate attention when they are down. How do you provide personalized, 24/7 support for over 110 million customers with extremely high expectations?
We’ve built a set of customer experience solutions that simplify complexity, drive engagement and reduce costs. Our solutions are based on insight from analytics that determine the “why” behind “what” customers are calling about. We use root cause analysis to design and deliver the most efficient channel experience across every environment. The result – a frictionless customer experience that builds loyalty and profitability.
Our solutions help companies that serve large, complex customer bases manage a complicated array of ever-changing products and services and deliver flawless interactions across every channel.
How are communication leaders able to acquire, retain and grow customer relationships in the competitive marketplace?
See how media companies are using customer insight to increase relevance and revenue.
Featured Communications, Media and Technology Case Study
A Cinderella Story
To stay ahead in a rapidly changing market, this telecommunications leader moved beyond incremental service improvements to a strategy that redefined its entire customer experience. The results have been dramatic. The client’s primary retail mobile customer base jumped more than 20 percent and the company is receiving the highest customer satisfaction scores in its history.
What can we do for your business?
RELATED THOUGHT LEADERSHIP
RT @readysetrocket: So very thrilled to have won a bronze @MMAglobal #smarties award for Mankind by Kenneth Cole! Thank you! We're honored.
RT @Razorfish: Congrats to our client @MBUSA for winning two Golds & a Silver at the @MMAglobal #Smarties tonight! #Razorfish http://t.co/t...
Sold out ceremony/dinner for the 2014 #Smartied Awards! #SM2Innovation @jonesinforjason @TheDailyShow http://t.co/IxPxbtH9Dy
@KarenKaplanHH @DunkinDonuts @JohnCostello307 @hillholliday Congrats!!! #Smarties #SM2Innovation
RT @KarenKaplanHH: So proud to have won 2 Gold #Smarties for our client @DunkinDonuts! Congrats @JohnCostello307 @hillholliday @MMAglobal #...
Congrats to @WWF DENMARK & TURKEY for their
#LastSelfie campaign! #Smarties @SM2Innovation
Creating a social network isn't easy. Creating one that makes money is even harder. http://t.co/wSeVAcaVU9
Also for the gold, @wwf Denmark & @wwf turkey for #lastselfie campaign! #Smarties Congrats!