If companies get their automation versus manned service balance wrong, they will end up impacting customer satisfaction – which could cascade down into their brand perception; transaction volumes and value – with potentially disastrous results.
Davos has kicked off this week in Switzerland and with come a lot of blue-sky thinking ideas, but one hit home for us; transparency is a terrible sign for the industry.
The opening of an Amazon physical retail store is cruel irony for its competitors and an inflection point for consumer IoT.
Mobile operators and the telecoms industry in general have never been known for excellent customer service and for many that’s an understatement.
The European telecoms sector is undergoing a resurgence. French telco Orange has recorded its best quarter of growth in a decade while Spain’s Telefónica recently upgraded its revenue projections for 2017.
We’ve seen a couple of AI shout-outs this week with Microsoft targeting telcos’ worryingly poor customer service record and European scientists potentially creating the building blocks for Skynet.
Telcos in the UK might not understand what it means to be customer centric, but the Swedes seem to be having a solid crack at it. Well, Telia at least.
As the mobile world becomes increasingly competitive Vodafone is focusing on the one area is has cost most conspicuously wrong in recent years – customer services.
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.
With increasingly complex product options on offer today, customer experience is one of the few remaining avenues that can bring operators long term competitive advantage.
With switching made simpler, the chance of defections can only increase. For this reason, it’s important for telco providers to start preparation early, and seek new ways to extend customer engagement and drive retention.
Ofcom’s Q3 complaints data still has Vodafone dropping the ball so the operator wants to talk about its enterprise wins instead. Good luck with that.
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
Like a naughty school child, Vodafone has been given a monumental bollocking by Headmaster Ofcom today, and walked out with a £4.6 million fine for being a very naughty boy.
It looks like TalkTalk is suffering from the telco equivalent to post-traumatic stress disorder from last year’s devastating attack on its network – according to research from Kantar Worldpanel.
After one of those moments that doesn’t come around too often, this was another moment that doesn’t come around too often.
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.
Whereas a decade ago companies were in the grip of ‘Google fear’, today the bogie men are the platform brands. So much so that the phrase ‘being Ubered’ has become a common short hand for suffering at the hands of disrupters.
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.
I have often been described as a seasoned or veteran engineer – well, I mean, in terms of software engineering and all things wireless and telecommunications, as well as the Internet of Things (IoT).
Microsoft pulls LinkedIn out of China. US tech giant Microsoft has decided operating a social network in China has hhttps://t.co/OgJPYIicW3
15 October 2021 @ 11:22:07 UTC
T-Mobile US still ahead of rivals in 5G experience - Opensignal. T-Mobile US has come out on top in the latest stud hhttps://t.co/seUhpCIOCB
15 October 2021 @ 10:20:59 UTC
KDDI and SoftBank add Nokia to shared 5G RAN ticket. Nokia has secured itself a piece of the action in the shared 5 hhttps://t.co/Cn68c8ETRk
14 October 2021 @ 13:15:19 UTC
