The energy sector has conventionally been focused on operational goals such as the need to ensure compliance, decrease asset downtime and manage the workforce. However, their customers are more empowered today—they demand more from their interactions with energy companies. Customer satisfaction can
As the energy and utilities industry undergoes a consumer-centric shift, how can organizations remain among the best in their class? In an industry in which customer satisfaction has become a pivotal competency, discover how you can meet the needs of your increasingly empowered customers.
The customer experience may not end with social media, but it can certainly begin there. Companies that use social media to connect have a direct line to customers, allowing them to keep in touch with their customers and enhance their marketing strategies while combating churn.
What if telecommunications companies could reduce the number of incoming calls while lowering churn and increasing revenue? If this sounds too good to be true, then take a look at a new proactive customer care solution that can help companies modernize their customer service and save millions.
Telecommunication providers are challenged with keeping customers and reducing churn. This fact makes the delivery of a positive customer experience more essential than ever. Service providers must look for new ways to improve the customer experience while controlling costs.
The traditional banking model is changing as fiercer competition and heightened customer expectations of digital banking put the customer experience at the top of the priority list. Banks are leveraging predictive analytics solutions to enhance targeting via customer segments and to provide custom
IBM provides the latest predictive analytics techniques to help organizations along on the journey to big insights. Innovative approaches in the IBM solution portfolio include sophisticated tools for geospatial analytics, text analytics and entity analytics. Take advantage of IBM’s active and
Customer relationships built on loyalty and trust are extremely important for wealth management industry organizations. Advanced data and analytics help financial institutions drive tangible business results based on retaining long-term customers and understanding their behaviors, needs and
Like any services industry, insurance companies achieve successful outcomes by building customer loyalty and trust. Advanced data and analytics help insurance companies develop retention by gaining key insight into policyholder behaviors, needs and preferences.
Customer service in communications organizations is often based on archaic models. The time is ripe for a new model that applies predictive and real-time analytics to reveal hidden patterns in data, which in turn can be used to transform service calls into positive customer experiences.
Traditional indexes and measures of customer satisfaction can be good ways to determine how satisfaction for services varies over short time periods, but a Net Promoter Score approach offers an even deeper look into how a customer feels holistically about the service.
The city of Honolulu is employing data to serve customers better. Gordon Bruce, information technology director and CIO of the City and County of Honolulu declared that “to be able to now, on [a] single platform...run multiple operating systems [and] applications [is] key to governments.”
Today's customer expects businesses to know their specific needs and cater to them. Personalization is no longer a nice-to-have but a must-have. By utilizing big data, companies can gain a deeper understanding of customers and transform the customer experience. Shane Sweeney, head of engineering of