The New CX Standard: Location Data-Based Models for Driving Cost Savings and Improving Customer Satisfaction in Field Service Customer Journeys

摘要

Face-to-face field service interactions are the most critical step of the cable customer's journey. Because these occur in a customer's home, they are intimate, memorable and often the most powerful reference a customer will have by which to measure a brand. However, field service interactions are historically viewed by customers and field service technicians alike as frustrating, high-friction events - primarily due to their uncertain and unpredictable nature.