As the use cases and opportunities for AI continue to emerge, there are a host of tech-driven approaches telco leaders can integrate into their operations, utilising software like ChatGPT.
Subtonomy CEO, Andreas Jörbeck shares the most important key takeaways from Mobile World Congress 2023 when it comes to telecom customer support.
The importance of streaming customer support operations as well as digitalization of the support journey and how Subtonomy can play an important role of the hot topic of AI chatbots.
Given the complexity of 5G, CSPs need to look at different pieces of the customer experience holistically before they implement the technology.
Operators need to overhaul their customer acquisition and retention strategies to stem a loss of earnings.
Telecoms operators on both sides of the Atlantic still have work to do when it comes to customer service and satisfaction.
A sort-of rebrand means EE will become the flagship brand for consumers, and will ‘expand into new areas’ – though the BT brand will remain on home standalone broadband and landline services.
Our industry sadly has a reputation for focusing too much on the tech and not enough on what really matters to the people and businesses we ultimately serve.
Customer satisfaction in the US mobile market hasn’t changed much in the past 12 months, the latest data from the American Customer Satisfaction Index (ACSI) shows, which, against the backdrop of a global pandemic, is clearly a good thing.
The guys start this episode of the pod by addressing some public criticism of their work, before getting on with the main event. They start by reviewing Rakuten’s recent earnings, which were sobering for investors, before moving on to the latest potential escalation of the China-versus-the West tension. They conclude with a look at a report that reveals consumers aren’t too impressed so far.
The latest ConsumerLab study by Swedish kit vendor Ericsson has found many 5G phone owners either don’t have a 5G subscription or expect more innovative services and apps.
UK telecoms operators need to buck up their ideas when it comes to customer service, Ofcom reckons.
Consumer advice outfit Which has published the results of its annual customer satisfaction survey, which revealed UK MVNO customers are its happiest.
As the network enables new behaviors, operators need to closely consider and react to cause and effect working in reverse: not how subscribers affect the network, but how the network affects subscribers.
Cisco has offered the equivalent of US$730 million for cloud-based customer experience firm IMImobile, a figure that represents a hefty premium on its current share price.
Softbank has made a hefty investment in Swedish software company Sinch, which says it will use the proceeds of the sale to fund further M&A.
During times of crisis—pandemics, conflict, natural disasters—service providers face challenging conditions at a time when their customers are heavily dependent on telecom services.
The latest telecoms complaints data compiled by UK regulator Ofcom reveals the level of complaints is declining across the board.
When reflecting on the word service, it can clearly be defined as the act of serving. But who exactly are communication service providers (CSPs) serving?
It’s an interesting thought that might force telcos to rethink how networks are built; will the increasingly influential trend of consumer created content demand greater upload speeds?
UK telecoms regulator Ofcom has fined MVNO Giffgaff £1.4 million for double-charging some of its pay-as-you-go customers.
