Why digital transformation requires people to change as well as technology

It's a proven fact, digital transformation is not possible in a large enterprise organisation where legacy middle-managers do everything within their power to resist any change to the status quo. A lack of culture change will typically result in no meaningful progress.

According to Gartner, a proactive and adaptive culture is a critical asset and some CIOs will likely play a role in establishing the right mindsets and practices within their organisations. Gartner predicts that by 2021, some CIOs will be...

By David H. Deans, 15 February 2019, 1 comment. Categories: Customer Service, Disruption, Industry.

How blockchain is revolutionising telecom business support systems

Sponsored The business support system (BSS) remains the lifeblood of any communications provider. You can spend all you want on the network, but if you want to get that fast speed to a customer and make it useable, you cannot neglect the back office.

If you have an ageing BSS, your very survival could be at stake. These warnings have been concerning telecom operators for some time. Take a report

By James Bourne, 14 January 2019, 0 comments. Categories: Customer Service, Operators, OTT Services.

Why telecom service providers are exploring more AI applications

Savvy CIOs and CTOs at communication service providers are busy developing comprehensive strategies for the application of cognitive systems that enable new types of automation. The market leaders are currently engaged in numerous pilot and production projects that are a catalyst for further innovation.

The use of artificial intelligence (AI) and machine learning within the telecommunications domain is now an established practice and chatbots, customer services, and network management are areas where AI...

By David H. Deans, 02 November 2018, 0 comments. Categories: Apps, Customer Service, Disruption, Operators.

Why operators need to forge a greater link between digital transformation and customer care

Operators are stuck between a rock and a hard place today. They need to be seen to move towards a process of digital transformation – whatever that term means – while trying to constantly improve the customer experience.

The latter is an area where the telcos have traditionally struggled – and according to a new report published by BriteBill and Omnisperience gauging the views of 40 tier-0 and tier-1 service...

By James Bourne, 11 October 2018, 0 comments. Categories: Billing, Customer Service, Operators, Research.

Mobile merchant transaction growth in emerging markets: A guide

Through its ubiquity and reach, the mobile phone has become an enabler of financial inclusion for developing nations across the globe. Many countries in areas such as Sub-Saharan Africa and the Asia-Pacific region have experienced the rapid adoption of 'mobile remittance' services.

Numerous telecom service providers have expanded and tailored their services to offer the world’s poorest populations access to more sophisticated products - such as personal savings and loans. Worldwide a...

By David H. Deans, 07 September 2018, 0 comments. Categories: Customer Service, Devices, Mobile, Networks.

How telcos can win and retain customers with analytics

In the shifting telecommunications landscape, identifying competitors is more difficult than it used to be. Telecommunications companies (telcos) are no longer just competing among themselves for customers – they must now fend off challenges from device manufacturers and over-the-top (OTT) services running on their network infrastructure, as well as popular digital service providers such as Amazon, Netflix, and Spotify.

Price is no longer an effective differentiator. Years of competing on cost in...

By Mel Prescott, 22 June 2018, 0 comments. Categories: Big Data, Customer Service, Machine Learning, Operators.

How easy-to-understand billing is a big opportunity for telecoms to improve customer experience

As 2018 begins, it’s clear that the customers of telecoms operators want to receive their bills and get information about their usage and other relevant services in more personalised and visually appealing ways.

The next 12 months will see a shift to offer this as operators do more to change and update their billing communications. New technologies, such as chatbots, are also being introduced to enhance the customer experience.

Bill confusion

While this is great news, currently, much remains the same...

By Orla Power, 08 February 2018, 0 comments. Categories: Billing, Customer Service.

The future of fintech platforms: Innovation and disruption to come

The latest global fintech market study shows that the insurance segment will drive revenues for platform providers, which is the largest proportion of revenues in 2018. This is based on the vast potential for digital distribution within the traditional insurer industry.

That said, wealth management will also grow rapidly, based on the increasing popularity of intelligent software agents called 'robo-advisors'. As the underlying technology improves, roboadvisors will become increasingly autonomous.

Roboadvisor...

By David H. Deans, 17 January 2018, 0 comments. Categories: Consumers, Content, Customer Service, Machine Learning.

Telecoms sector paying out more than ever to remedy customer service faults

A new study from Servion reveals the same old flaws: the telecoms sector in the UK is paying more than ever because of poor customer service.

The study focused on the energy, financial and telecoms markets, with Servion taking its data from the ombudsman of each industry. The report found that the communications sector has seen a significant rise in complaints in the UK with a total of 29,503 complaints – up 132% on 2016’s total.

As users expect more in terms of value from their providers,...

By James Bourne, 12 January 2018, 0 comments. Categories: Customer Service, Research.

The case for defining a new approach to innovation for communication service providers

As is the case in most technology businesses, communication service providers (CSPs) have traditionally relied on research and development (R&D) models to drive innovation. Such models often focus on developing technology to solve or improve small aspects of an established business or customer challenge. Housed within a standalone building (or ‘Lab’), R&D must solve a problem or create a new piece of technology, the benefits of which can be easily predicted, to a cost which can easily be...

By Gabriele Di Piazza, 05 January 2018, 0 comments. Categories: Customer Service, Innovation, Operators.

More telco customer service woes abound – but for Gen Z, chatbots could be the answer

It’s the age-old complaint around telecom providers and customer service; more than two thirds of customers surveyed by Brite:Bill admit they find their bills hard to understand, with three quarters saying they were not interested in the information which came with their statements.

The study, which took responses from more than 3,200 consumers in eight countries, found a worrying amount of churn among consumers.

29% of those polled said they have contacted their service providers over billing issues,...

By James Bourne, 24 November 2017, 0 comments. Categories: Billing, Customer Service, Operators, Research.

Transformation key for telcos to survive, new research argues

Recent research carried by The BIO Agency argued that transformation is the key for telco companies to continue to exist or they will be overtaken by new entrants in the market.

For the research, The BIO Agency polled 1500 residents of the UK and found that customers consider their Telco provider to be nothing more than a utility firm and their decision to stick to the same provider is a result of apathy and not consumer loyalty. According to the research, even if 76.6% of respondents are not free to change...

By Telecoms, 16 November 2017, 0 comments. Categories: Customer Service, Operators, Research.

How wearable technology is transforming in-store retail

The global retail sector has been greatly impacted by the shift to online eCommerce. That being said, remarkable in-store innovation continues to transform the retailer employee and customer experiences.

Retailers are beginning to use wearable technology to improve processes and customer satisfaction. Retailer wearables provide in-store employees with access to information such as stock levels, as well as to facilitate communication with team members.

This allows shopper requests to be resolved faster and...

By David H. Deans, 15 November 2017, 0 comments. Categories: Customer Service, Devices, IoT.

Why the smart home is the new battleground for CSPs

Not since Columbus discovered the Americas has a new land represented such potential. The smart home market is a new world of opportunities, with communication service providers (CSPs) and global brands, including Google, Amazon and Apple battling to capture this growing market.   

In the UK, which is still classed as being in the early adopter phase, more than four million Britons have invested in smart devices for their homes with the market currently

By Dan Faulkner, 26 September 2017, 0 comments. Categories: Connectivity, Customer Service, IoT.

Why the mobile industry must unite or miss a big opportunity

Mobile operators are the gatekeepers for the UK’s favourite device - yet year on year they report decreasing average customer value. It is time that the mobile industry harnessed the potential of operator driven mobile payments enabling merchants to reach their customer on their preferred device, offering a truly mobile payment service.

The Phone-paid Services Authority’s (PSA) Annual...

By Michael Tomlins, 07 August 2017, 0 comments. Categories: Billing, Customer Service, Licensing, Operators.

Why mobile operators must break free from bad customer service

It’s an exciting time to work in the mobile industry, with 5G on the horizon and an increasing reliance on our mobiles and applications, the sector is at the forefront of technological innovation. However, there is also much to fear for the industry stalwarts. Set against a backdrop of narrowing profit margins, particularly with the cuts to previously lucrative outlays like

By Karen Clarke, 28 July 2017, 0 comments. Categories: Customer Service, Networks, Operators.

Report argues ‘mixed’ results for Australian telco customer satisfaction

More than three quarters of Australian telecoms customers say they are happy with their service – but the figure is down on the previous quarter.

The figures come from the latest Telecommunications Customer Satisfaction Survey, from the Communications Alliance.

The research, conducted alongside Roy Morgan Research, found a similar number (74%) were satisfied when it came to the ease of contacting their provider, while more than four in five (83%) had no complaints when it came to understanding their...

By James Bourne, 10 July 2017, 0 comments. Categories: Customer Service, Operators, VoiP.

Why the end of European roaming charges will spur new service innovation

After a protracted regulatory effort, the European Union has finally abolished mobile roaming charges. As of June 15, mobile network operators can no longer charge customers a premium for calling and using data while travelling in any of the 28 EU countries.

This is great news for European consumers, holidaymakers and business travellers who will not have to suffer “bill shock” when they return home. Mobile phone bills loaded with exorbitant roaming charges have a way of making the post-holiday...

By Martin Lund, 30 June 2017, 0 comments. Categories: Customer Service, Mobile, MVNO, Networks, Operators.

Exploring the online payment fraud prevention market

The convenience and global reach made possible by online channels has led to the development of a broad set of digital eCommerce services. However, the accessibility of the Internet and the ability to commit fraud remotely creates an environment for cyber criminals to prosper.

Meanwhile, the potential attack surface for miscreants is enormous -- about 94 billion transactions were made for remote goods purchases in 2016, which is only a fraction of the total eCommerce landscape.

That said, advanced security...

By David H. Deans, 27 June 2017, 0 comments. Categories: Customer Service, Mobile, Security.

Why operators need to up their game to avoid customer churn

Small and medium sized enterprises are less satisfied with their telecoms services than larger enterprises, according to new research from Analysys Mason.

The research, which polled 1600 enterprises, also found a clear link between operators beefing up their Net Promoter Scores (NPS) and reducing churn.

This ‘clear relationship’ between levels of satisfaction and enterprises leaving their provider may not be hugely surprising, yet according to the figures, operators can reduce ‘intended...

By James Bourne, 21 June 2017, 0 comments. Categories: Connectivity, Customer Service, Operators.