Wednesday, February 13, 2013

Trends in Customer Experience Management, Asian Style.

I must say that the CEM Summit in London in January was a very good event. One take away I had was that CEM programs are very important to service providers yet the main difficulty is how to equip customer care agents with the right information to ensure customer happiness. During the show I shared a few experiences we see in Asia
  • Self-care is IN.  Even though most operators have customer hotlines, in some places of the world this is being replaced by simple access from the device while providing all relevant information for a customer care agent to ensure issues are addressed right the first time with the shortest possible waiting time
  • Skype-alike feedback. When customers experience bad quality of service they are happy to send an easy way to feedback to the service provider, similar to what Skype does
  • Consumer research without human intervention. Instead of making millions of survey calls, surveys are generated directly from devices
  • Crowd source service quality benchmarking. What other best way to gather service quality information of your competition of not directly from their susbcribers experiences
  • Experiences are highly individualize. Each subscriber and their circumstances are unique, it must be addressed as such
  • 90% of customer experience are directly affected by the device and not network services
  • Disable apps that eats a lot of data. Service providers either can not bill for unwanted app usage of data or customers are unhappily paying for the access
I am speaking on the CEM Summit in Dubai in March and will also share how much gain a service provider have in following the Asian trends…

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