customer experience

Who should take over as CEO of BT?

Gavin Patterson is on the way to the exit with what we can only assume is a healthy severance package, but now the question remains as to who should take over at the top of BT.

Colt announces €500m network cash injection

Colt Technology Services has revealed its cunning plan to fuel growth including a three year, €500 million investment in its network, as well as a refreshed approach to customer experience.

Oracle predicts the end of human interaction

The way brands build their relationships with customers are set to undergo a significant change over the next couple of years thanks to the normalization of technologies such as VR and AI.

Battery life complaints causing operator headaches

Smartphone manufacturers are leaving customers disappointed by not quoting battery performance in a way that reflects day-to-day use, according to a study published today. Customer experience specialist WDS analysed the battery life of 50 of the top smartphones launched over the past year and compared them alongside two million technical support calls taken on behalf of global mobile network operators and handset manufacturers.

Have you ever been experienced?

David Ffoulkes-Jones, CEO of CEM solutions provider WDS, shares his views on how operators can develop customer experience management into a true competitive differentiator.

The customer experience in 2012

The customer experience will be a major area of focus for operators in 2012, following a dawning realisation that those companies that do not give their customers the time, investment and focus they require will see them defect to rivals in an increasingly competitive market.