Telecoms.com

Repair or replace the device, keep the customer

Most mobile users would agree that they have a much greater affinity with their device than they do with their operators.

• 21 Nov 2018

The pre-paid market needs to learn how to say yes

Since the dawn of pre-paid time, churn has been problematic. Customers switch from carrier to carrier chasing the best deal, which the industry has not done the best job of slowing by using one simple word: yes, instead of no.

• 12 Nov 2018

T-Mobile US finds a new way to troll AT&T and Verizon

T-Mobile US is testing out a new way to mock AT&T and Verizon by inviting the duo to its own TEX Talks seminars and panels on how to improve customer service.

• 19 Oct 2018

The Telecoms.com Podcast: Innovation, OTTs and the smart home

Scott and Jamie are joined by special guest Mary Clark – CMO of Synchronoss – this week. Playing to some of Mary’s many strengths they focus on the relationship between operators and their customers, especially in the areas of product innovation and customer experience. Mary offers insights into how this stuff gets discussed at the top table and the challenges involved. They conclude with a look at the smart home as a battleground between operators and OTTs for access to the consumer.

• 15 Oct 2018

Bill presentation is an untapped opportunity for telcos – survey

A survey of telecoms professional commissioned by BriteBill has found they reckon they could be making much better use of bills to improve the customer relationship.

• 11 Oct 2018

Is your automated technology a threat to customer relationships?

Forcing customers to communicate with robots through several layers of filtering and recorded voices can make them more frustrated and their lives more difficult than a quick conversation with a customer service agent.

• 03 Oct 2018

Churn is breaking the telecoms market: here’s how to fix it

We’re operating in an experience economy where success is not just determined by the best brands in the communications and media industry, but by the best across all industries. So how do you stack up?

• 27 Sep 2018

Vodafone dubiously tries to fix AI/job loss conundrum

Is the cost of profitability and efficiency worth the PR damage caused by automation and redundancies? That’s one of the difficult questions facing companies in the AI era.

• 24 Sep 2018

UK MNOs accused of using handset subsidies to rip off their customers

Research from Citizens Advice reckons four million people in the UK are still paying back their phone subsidies after the end of their contracts.

• 19 Sep 2018

DT turns to biometrics for authentication and fraud detection

Deutsche Telekom has selected Nuance’s biometric technology to help the team offer customers simplified authentication processes when calling the customer service hotline.

• 04 Sep 2018

A design-led approach to billing creates new opportunities for service providers

With the pace of customer experience now being set outside the communications and media industry, the ability to deliver outstanding experiences is now a moving target.

• 23 Aug 2018

Three looks to complimentary brands to focus on retention

Three has announced the launch of a new two-year partnership with EasyJet to build out its loyalty programme for customers.

• 02 Aug 2018

Postpaid or prepaid doesn’t matter if you nail experience – Three UK CEO

While many telcos are keen to convert customers to valuable postpaid contracts, Three CEO Dave Dyson doesn’t believe the type of payment is relevant, as long as you keep your customers happy.

• 02 Aug 2018

Telcos: utility or futility?

Whilst landline services have had a utilities aspect for many years it is now clear that in just about every aspect of data and communications services, the whole sector is now firmly established as a regulated utility.

• 10 Jul 2018

EE elects Ericsson Expert Analytics for excellent experiences

Ericsson has scored a significant deal win to help out UK operator EE with its customer experience management efforts.

• 21 May 2018

Microsoft continues Nadella’s quest for conversational AI

It is a strategy which we have been hearing a lot about over the last couple of months, and the inclusion of Semantic Machines adds further ammunition to the Microsoft AI garrison.

• 21 May 2018

Ericsson urges CSPs to be less touchy

Telecoms vendor Ericsson has been looking into how CSPs interact with their customers and reckons they take too long to get stuff done.

• 14 May 2018

Quarterlies round-up; Telefonica UK, Orange and AT&T

It’s that time again for us to line up the telcos and judge. Here we’ll be having a look at how Telefonica UK, Orange and AT&T measured up over the last three months.

• 26 Apr 2018

Which reckons Vodafone sucks, Tutela doesn’t

Consumer advice firm Which has published the results of its UK MNO customer satisfaction survey, which ranks Vodafone last for the second year running.

• 24 Apr 2018

Microsoft starts gathering pace in the telco AI world

Telecom Italia and Microsoft have expanded a partnership between the pair to develop new AI-based tools and services to improve customer service and experience.

• 20 Apr 2018