Guest post from Mark Wilburn, CTO of SkyCreek Corporation. In a recent study, Accenture labeled the current consumer environment the “Switching Economy.” The reasons: customers often see little differentiation between brands, can easily gain information on...
Many organizations have field service operations that have direct contact with customers—typically in customers’ own homes or businesses. This makes field service a highly-visible organizational component, with a strong influence over customer perceptions....
Customers want an effortless, personalized interaction regardless of how, when or where they interact with a company. That expectation magnifies when the interaction is a field visit by an employee to a customer’s home. Historically, though, field service has...
Traditionally, customer experience (CX) has not been an area of strength for many communications companies. In fact the telecommunications industry received the second worst overall customer experience ranking, eclipsing the survey’s third place finisher by 20...
