DisruptiveViews – Good customer service is worth $4.6 billion

AsiaInfo have teamed up with respected industry consultants Northstream to come to this conclusion. The key, according to the research is to implement an omni-channel, ‘single customer view’ platform. Apart from anything else, companies can reduce customer service opex by 20 percent by eliminating the duplication of effort by customer service teams. That is a significant saving.

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The New York Times - Vodafone Turns Focus to Broadband, Seeking to Catch Up to Rivals

“The era of just offering mobile services is coming to an end,” said Bengt Nordström, co-founder of Northstream, a telecom consulting firm. “The idea that Vodafone is making a play for cable assets makes total sense.” Read full article Related
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