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Contest: Winner, Winner, Chicken Dinner!The curtain has dropped on our first Telco Transformation contest, and we have a winner. The contest asked for entries based on the following question: What is, or was, the greatest customer experience management (CEM) challenge or testing situation you've ever encountered? (See Telco Transformation Contest: Win $250!) After careful deliberation, and many cups of coffee, the winner of the $250 gift card is "rinkobc9" for the following post: "CEM is by far the greatest challenge. This continues to be a challenge area for so many companies because it's not as simple as integrating cultural change. Where the challenge lies is getting all business units to embrace the customer and align business strategies to move into a customer service environment. My area decided to launch an enhanced, second-phase of work under CEM. We created a new CEM Steering Committee that provided leadership and strategic guidance year-round to prioritize efforts in areas of greatest potential impact. We reached out and the use of social media has had a significant effect on how companies communicate with customers. This helped increase CEM immensely. Our business is 50% more profitable today." We're also highlighting several runner-up posts. In the first, "ms.akkineni" wrote about the challenges in dealing with a shared services model, including that it "takes a lot of coordination, understanding of technology, ability to follow/question teams appropriately as opposed to just listening to what is being told." Poster "anushav" detailed her experience in working to solve a continuous re-boot issue during a beta test with a network customer. The post finished with a good summary of real-life customer experience management: "Taking the time to admit fault, provide the fix and explain how we would avoid it, restored faith in this long-term customer and saved the day." The award for brevity in a post goes to "martin.morgan" for the following: "IVR + Scottish accent = unhappy customer." Thanks for all of the entries and we'll be following up next week with another contest on a new topic. (Suggestions welcome.) — Mike Robuck, editor, Telco Transformation |
The winners from the holiday edition of Telco Transformation's caption contest are announced.
It's the final cartoon caption contest of the year for Telco Transformation.
Comcast and AT&T are among the first companies to pass out bonuses to employees after tax reform legislation passes.
Disney is upping its streaming video game with its deal with 21st Century Fox.
CenturyLink's survey also asked IT professionals about SD-WAN, Ethernet and MPLS.
On-the-Air Thursdays Digital Audio
ARCHIVED | December 7, 2017, 12pm EST
Orange has been one of the leading proponents of SDN and NFV. In this Telco Transformation radio show, Orange's John Isch provides some perspective on his company's NFV/SDN journey.
Special Huawei Video
Huawei Network Transformation Seminar The adoption of virtualization technology and cloud architectures by telecom network operators is now well underway but there is still a long way to go before the transition to an era of Network Functions Cloudification (NFC) is complete. |
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