CTS 2016: “Carriers still pay lip service to customer experience”

TORONTO – There’s no shortage of speeches, books, news articles, research papers and executive presentations on the value of improving customer experience to the bottom line.But the message still hasn't sunk through to some executives, a customer experience panel at the annual Canadian Telecom Summit in Toronto heard on Monday.”Customer experience is still one of those things people pay lip service to,” said Aaron Nielsen (pictured, centre with Stacey Sandison at left and Arleen King at right), president of ThinkCX Technologies, a Vancouver company whose analytics platform helps predict customer behaviour. “There's not a carrier in North America that wouldn't...