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dchampagne70
dchampagne70
12/31/2016 9:27:14 PM
User Rank
Silver
Evolution
We all know it takes forever, well it seems like forever to get a response from companies.  It would be great if we could get a response right then and there.  As you might agree that sending companies an email is the easiest way for us to get in contact to a company, but not always the best.  To get an answer back from email might take 2 to 3 days.  I found the best way is to call customer services if I need an answer right away.  The companies should respond however they can.  I wish I could use chat to get a quick response as I get when I call customer services.  I would say hopefully in 2017 the companies are able to step up and get the answers out faster for customers.

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dlr5288
dlr5288
12/31/2016 1:08:01 PM
User Rank
Platinum
Re: Digital Transformations: Evolution
Yes wouldn't that be amazing? When you call you can get help right then, after waiting...but email is sometimes easier for the customer and it could take days for a reply.

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freehe
freehe
12/29/2016 11:11:19 PM
User Rank
Platinum
Re: Digital Transformations: Evolution
I would love to see Pillar #5 implemented in all industries in all companies - "a unified customer experience across all channels."

One can only hope.

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freehe
freehe
12/29/2016 11:09:26 PM
User Rank
Platinum
Digital Transformations: Evolution
I would love to see companies respond quickly to all forms of communciation that customers use. As of now it seems that customers get the fastest response when calling customer service.

I would love to be able to send an email or use chat and get the same type of service and response time when calling customer service. I have used all of them social media, email, postal letter, phone, chat and the best one for providing immediate service for me is calling customer service.

No matter what method customers use they should be able to get their issue resolved in a timely manner.

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freehe
freehe
12/29/2016 11:05:56 PM
User Rank
Platinum
Re: Digital Transformations: Evolution
"Communications service providers of all shapes and sizes are undergoing an evolution of their network architectures in order to become more agile and to better serve their customers with web-scale operations and services."

I am curious to know their defnition of better serving their customers. Many customers provide new products and services that they think are better serving customers when they only provide a justification for companies to increase their prices and customers continue to remain unhappy.

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freehe
freehe
12/29/2016 11:04:04 PM
User Rank
Platinum
Re: Digital Transformations: Evolution
@Itsmeshawn22, great insight, thanks for sharing. I agree it is a great way for companies to evolve.

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freehe
freehe
12/29/2016 11:02:32 PM
User Rank
Platinum
Re: Digital evolution
@dcawrey, Great point. For years psychologists have produced research to show that humans require constant interaction with each other for successful cohabitation and emotional health and stability.

 

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Itsmeshawn22
Itsmeshawn22
12/28/2016 11:24:17 PM
User Rank
Platinum
Digital Transformations: Evolution
The intentions to the evolution of digital transformation is advanced and a great way to take it to the next level in business. The process of the digital transformation is very well explained, well written, and also important to knowledge. The great news about digital transformation is that 1.) Customers have real-time information about statuses of their services and accounts. 2.) The customer's interact with their preferred channels. 3.) The customer's have real-time control of characteristics of their services. 4.) A majority of the customer interaction is held online and are mediated by software. This is why I believe IOT is very important and well written.

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Michelle
Michelle
12/28/2016 2:18:41 PM
User Rank
Platinum
Re: Digital evolution
@dcawrey Valid question -- Will we have our own AI tools to communicate with one another? That would be interesting for sure... so much to be lost in translation ;)

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dcawrey
dcawrey
12/26/2016 4:51:16 PM
User Rank
Platinum
Re: Digital evolution
Great way to explain what digital transformation is all about. One thing I have been wondering: With all of this movement toward apps and mobile, are people going to even interact with one another another? Or is artificial intelligence just going to end up taking over?

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