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Consumers in APAC’s emerging economies are happier with the digital experience brands are delivering to them, but those in developed countries are griping, an SAP study has found.
Telcos, banks and insurance providers need to design their customer experience approach by looking at different stages of customer purchase and touch points, according to Frost & Sullivan.
NICE Systems Ltd said that Malaysian telco Celcom Axiata Bhd has seen improvements in its Net Promoter Score (NPS) ratings since deploying the NICE Fizzback solution in November 2014.
Malaysian mobile operators have a golden opportunity to differentiate themselves from the competition, but only if they can capitalise on new business strategies and avoid price wars, according to Ericsson.
Maxis believes that a brand is built through the customer’s experience with it and not through advertising. Taking this one step further, it has made ‘Customer Experience’ a key outcome and has wrapped this into a company-wide KPI. Karamjit Singh has the story.
The lack of transparency in pricing and subscription plans is driving customers away from their telecommunication service providers, Frost & Sullivan said in a statement.