Telecoms.com

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

Striking the right balance between automated and manned customer service

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.

• 07 Feb 2018

Need for transparency is the ultimate sign of lost trust

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.

• 23 Jan 2018

All systems Go for Amazon bricks-and-mortar consumer IoT move

The opening of an Amazon physical retail store is cruel irony for its competitors and an inflection point for consumer IoT.

• 23 Jan 2018

How about giving customers a better experience?

Mobile operators and the telecoms industry in general have never been known for excellent customer service and for many that’s an understatement.

• 22 Jan 2018

How telcos are revitalising their business with improved customer experience

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.

• 02 Oct 2017

AI is starting to get seriously smart, perhaps worryingly so

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.

• 13 Sep 2017

Telia tries shocking new strategy: improving customer experience

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.

• 08 Sep 2017

Vodafone decides to get serious about customer services

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.

• 19 Jul 2017

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.

• 10 Jul 2017

Customer experience – the new battlefield for mobile operators

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.

• 26 Jun 2017

The threat of ‘text-to-switch’ – time for telcos to up their customer engagement game

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.

• 01 Jun 2017

Vodafone tries to divert attention from continued customer service fails

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.

• 20 Dec 2016

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

• 22 Nov 2016

Vodafone gets away with just a £4.3 million fine for billing balls-up

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.

• 26 Oct 2016

TalkTalk feels lonely as customers fancy other brands – report

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.

• 13 Oct 2016

Iron Maiden’s Bruce Dickinson: “hate your customers.” Wait, what?

After one of those moments that doesn’t come around too often, this was another moment that doesn’t come around too often.

• 07 Oct 2016