Category: CEM


Does Net Promoter Score need a rethink?

For years, telcos have mainly relied upon Net Promoter Score (NPS) to measure overall customer loyalty and satisfaction. However, it is more realistic to view it as an acquisition metric.

Making digital assets sweat to boost ARPU – Mahindra Comviva

Mahindra Comviva’s Amit Sanyal explains how customer value management and making existing digital assets sweat can help drive ARPU and reduce churn in the next generation of telecoms. Sanyal is the VP of Consumer Value Solutions and was speaking to Tim Skinner at AfricaCom 2016

Ericsson bets on the multiplay experience

Hidden in a relatively obscure software release is a sign from Ericsson that it thinks the future is multiplay and it fancies its chances if that’s the case.

Towards a new normal

In a world where reputation can be made or broken with a single Twitter post, the index has become an important indicator not only of the quality of customer service, but also serves as a wider barometer for a brand’s overall standing in the eyes of consumers.

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