Black Friday Planning and Customer Experience

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Planning for holiday season

This Black Friday is going to be a cracker, I can tell. I’m not joining the other millions of Brits and queuing up outside shopping centers ready to dive in when the doors finally open. I’m an amateur table tennis player, I’m not built to fight and tussle with big guys for a large screen television. No, this year I’m doing it properly.

When IVR Technology Fails…

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Customer Experience Failure

We’ve all been this guy (see pic above)….that’s why the most successful companies make CX their top priority. They know that a poor experience can leave their consumers feeling undervalued and angry. They also know that any resulting damage to the relationship is not easily repaired.

Empirix to Optimize Customer Care Environments with Dedicated Analytics and Troubleshooting Capabilities

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Customer Care Analytics

Within most service provider environments, the vast majority of customer care issues find their way to tier-2 or -3 network operations and engineering teams for resolution. But, with the volume of issues dramatically increasing due to growth in available data services and the proliferation of mobile device users, sustaining this model and resolving issues in a timely manner is becoming ever more difficult.

Stay on Target with Customer Experience

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On Target

Over the course of the past several months, I’ve noticed a dramatic increase in the number stories related to the benefits of improving customer and user experience (CX/UX). It’s refreshing, since Empirix has always focused on testing and monitoring from the perspective of a customer’s experience, ( top down) and because of this we can accelerate the key business objectives of our clients by assuring application and network performance in real-world conditions.