How CSPs can deliver exceptional customer experience for the most demanding customers

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Did you know that 78% of consumers have abandoned or not made a purchase transaction because of a bad customer experience? The first customer complaint in history was recorded in 1750 BC – someone called Nanni, inscribing on a tablet to someone named Ea-nasir to complain about the wrong delivery of copper –  and today businesses globally lose

By Indrajit Chaudhuri, 20 January 2017, 0 comments. Categories: Customer Service, Operators.

Escaping silos to pursue scale: The top three big data challenges for telcos

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When looking at common problems organisations face around building strategic big data analytics programmes, it’s interesting to look at the challenges and how they differ from industry to industry. While banks and insurance companies may struggle with legacy technology, and retailers fight against unmanageable volume, there is one thing that is certain: when it comes to big data, telcos are all starting from different places and perspectives, and there is no commonality in the use...

By Eliano Marques, 20 October 2016, 0 comments. Categories: Big Data, Customer Service, Monetisation, Operators.

Why referral technology and marketing makes sense in the telecoms industry

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Pop quiz time. If I were to ask you: “What’s the most effective form of customer acquisition: a) social media, b) digital advertising or c) referral marketing?” what would you say? Chances are you’d go for digital advertising or, if you were taking a punt on an outside bet, maybe social media. But here’s the kicker: according to 2016 data from Demand Metric, the actual answer is referral marketing.

That might come as a surprise but, while other channels may have...

By Gideon Lask, 22 September 2016, 0 comments. Categories: Content, Customer Service, Marketing.

How in an OTT landscape telcos can be challengers too

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Telcos are at the heart of digital innovation in industries such as media, banking and automotive, but are they lagging behind in the digital transformation of their own businesses? Is it really possible to do A while aggressively and boldly pursuing B? 

Of course, they are facing their own strategic challenges including increasing competition from mobile virtual network operators (MVNOs) such as Go Mobile and Tesco Mobile. ...

By Paul Bowman, 21 September 2016, 0 comments. Categories: Content, Customer Service, Operators, OTT Services.

Three steps to improve telcos’ customer experience in an increasingly agile world

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As customer experience fast becomes a key determinant of success for CSPs, every individual within an organisation will hold some responsibility over it and there is more pressure than ever for businesses to invest in new solutions to manage the needs of their customers. In order to drive Customer Experience Management (CEM) forward in today’s increasingly agile world, CSPs must work to reshape business models to understand the fast changing needs of their customers and provide...

By Udayan Kelker, 01 August 2016, 0 comments. Categories: Content, Customer Service, Operators, OTT Services.

The future of mobile: on-digital and on-demand

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Consumers, particularly the millennial generation, use internet services to get them what they want, on their terms. Whether it’s ordering food from a restaurant of their choice through Deliveroo, booking a taxi any time of the day with Uber, or ordering clothing on the fly from ASOS – they have control over, and can get instant gratification from these services....

By Jennifer Kyriakakis, 23 June 2016, 0 comments. Categories: Consumers, Customer Service, Disruption.

Opinion: It’s not just a phone any more

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Referring to the device in our pocket as a “phone” has become hilariously anachronistic. Like the “save” icon represented by a floppy disc, the term “telephone” has come a long way from its first iteration. Whether it’s an iPhone or Android, we use our mobile phones for far more than simply making calls. They’ve become a social device; a way to manage our lives...

By Mark Bell, 26 April 2016, 0 comments. Categories: Consumers, Customer Service, Industry, Operators.

2016’s key industry trends: IoT hype and big data disillusionment

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The past year has seen an increasing need for operators to adopt new methods, learn from their customers in the market, and provide an excellent customer experience globally.  With demand from operators to provide customer-centric care continuing to rise, 2016 will see communications service providers (CSPs) face several fresh challenges.

Here is how CSPs can seek to remain competitive and profitable in the midst of new technological and commercial developments:

Big data...

By Timo Ahomäki, 03 December 2015, 0 comments. Categories: Customer Service, IoT, Operators.

Opinion: Traditional phone systems could hold your business back

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Many small businesses still rely on antiquated phone systems, designed for the old way of work that don’t meet the needs of today’s companies or consumers. These systems often lack the ability to support company growth ambitions – and in many cases – can be damaging and costly to a business.

Using a cloud-based business phone system, users can connect business...

By Monica Visconti-Patel, 04 November 2015, 2 comments. Categories: Cloud, Customer Service, Industry, Telematics.