Ofcom and Which? warn UK telcos to up their game
Fixed broadband remains the most griped-about comms service in the UK and complaints are on the up, albeit only slightly, according to new data from regulator Ofcom.
Telecoms.com
CEM
A fifth of telco customers are blood-sucking leeches
Operators need to overhaul their customer acquisition and retention strategies to stem a loss of earnings.
Telcos customer service still not good enough in UK and US
Telecoms operators on both sides of the Atlantic still have work to do when it comes to customer service and satisfaction.
VMO2 and Three UK call on Amdocs for customer service help
Virgin Media O2 and Three UK are both working with Amdocs on projects designed to improve their service offerings and provide a better experience for customers.
Shell Energy tops list of broadband complaints
ISP Shell Energy has generated the most amount of complaints to UK comms regulator Ofcom of all the major broadband providers, mainly due by faults and service issues.
5G delivery not meeting consumer expectations – Ericsson
The latest ConsumerLab study by Swedish kit vendor Ericsson has found many 5G phone owners either don’t have a 5G subscription or expect more innovative services and apps.
Ofcom tells UK telcos to pull their socks up on customer service
UK telecoms operators need to buck up their ideas when it comes to customer service, Ofcom reckons.
Cisco to pay a big premium for UK CEM vendor IMImobile
Cisco has offered the equivalent of US$730 million for cloud-based customer experience firm IMImobile, a figure that represents a hefty premium on its current share price.
Softbank spends $700m to fund Sinch’s M&A ambitions
Softbank has made a hefty investment in Swedish software company Sinch, which says it will use the proceeds of the sale to fund further M&A.
Ericsson looks to Metallica for customer experience tips
US metal band Metallica has been revealed as the surprise inspiration for Ericsson when it’s mulling over how to keep its customers happy.
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.
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.
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.
Openet reckons Globe Telecom deal win vindicates its ‘agile’ philosophy
Irish BSS vendor Openet has persuaded Philippines operator Globe Telecom to use its Digital Business Platform for its data services.
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.
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.
Huawei targets digital transformation with CEM suite launch
Huawei has announced an upgraded suite of CEM applications in a bid to assist operator digital transformation strategies.
Research crowns Vodafone king of social media responsiveness
Findings from a social media measurement campaign have determined Vodafone to have the most responsive customer experience team on Twitter.
Churn increasingly caused by customer care issues – Nokia
Research from Nokia has highlighted consumer buying decisions for smartphones and post-paid contracts are still based on financial drivers rather than value-add propositions.
Exclusive: VimpelCom targets 5G pioneer tag
The CTO of VimpelCom has said the operator wants to be the global pioneer of 5G, talking exclusively to Telecoms.com.
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