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.
Telecoms vendor Ericsson has been looking into how CSPs interact with their customers and reckons they take too long to get stuff done.
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.
Consumer advice firm Which has published the results of its UK MNO customer satisfaction survey, which ranks Vodafone last for the second year running.
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.
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.
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You deserve to be recognised and celebrated within the telecoms industry. Submit your nomination for the Glotel awa hhttps://t.co/uIL1lrQzf6
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Seacom recruits BT to expand African enterprise business. UK telecoms group BT will provide Seacom - which claims t hhttps://t.co/F04CiDoZOU
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