tag: customer-experience

Unrepresentative data on battery life is leading to operator customer service departments fielding four times as many calls on the issue than in 2008

Battery life complaints causing operator headaches

Smartphone manufacturers are leaving customers disappointed by not quoting battery performance in a way that reflects day-to-day use, according to a study published today. Customer experience specialist WDS analysed the battery life of 50 of the top smartphones launched over the past year and compared them alongside two million technical support calls taken on behalf of global mobile network operators and handset manufacturers.

David Ffoulkes-Jones, CEO of CEM solutions provider WDS

Have you ever been experienced?

David Ffoulkes-Jones, CEO of CEM solutions provider WDS, shares his views on how operators can develop customer experience management into a true competitive differentiator.

UK consumers could soon buy physical goods through their operator

The customer experience in 2012

The customer experience will be a major area of focus for operators in 2012, following a dawning realisation that those companies that do not give their customers the time, investment and focus they require will see them defect to rivals in an increasingly competitive market.

A study in Denmark of over 350,000 people found no link between mobile phone use and brain tunours

Consumers willing to pay premium for improved service, survey finds

European mobile subscribers rank improved network quality as the service for which they would be happiest to pay a premium and view more widespread connectivity as the most important industry development over the next decade, according to new research from Amdocs.


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