AT&T Bills Customers after Their Home Is Burned Down
Perhaps the US telco was unaware of which lines were disconnected by devastating wildfires in California, but did they have to be so unresponsive to the justified complaints of these customers?
Why Streaming Services Need Assurance Thinkers
Spotify rapidly resolved an error which resulted in duplicate charges, but why do data-rich businesses allow these mistakes to happen in the first place?
Customer Makes Mobile Money Mistake, Telco Pays
Uganda’s regulator will investigate MTN to see what more can be done about customers sending mobile money to the wrong numbers.
How Biometrics Fights Fraud and Serves Customers
Identifying customers by asking questions is a risk because the answers are also known to internal fraudsters. Safaricom will use voice biometrics to reduce fraud and boost service.
A Sentimental Journey: Data and the Customer Journey Map
A Customer Journey Map (CJM) tracks sentiment across every interaction, making it easier to build trust and reward loyalty.
RIP Customer Service
There say death and taxes are the two certainties in life, but poor customer service comes a close third.
Customer Value: From Scattered to Consistent
Cretièn Brandsma of VimpelCom explains why Customer Value Management (CVM) is about properly aligned sales incentives and an ongoing dialogue with customers.
What Butt Dialing Says About the Need for Data
Google’s research into emergency calls shows why significant operational efficiencies can only be identified if you collect the right data in the first place.
Calculating the Return on CEM
The TM Forum has released a ‘calculator’ which estimates the benefits delivered by Customer Experience Management (CEM) projects.
This Is What Happens When Telcos Treat People Like Machines
The relationship between people and machines has been a recurring theme on talkRA. I discuss the tension between people and machines a lot. But I…