Does gamification hold the key to customer engagement for telcos?

The digital revolution has transformed the way people interact with their phone provider. The rise of mobile has enabled customers to manage their accounts whenever, and wherever they are; with little reason for in-store visits or engagement with customer service representatives.

And this trend is set to continue. In May, Ofcom announced its plans to implement a ‘text-to-switch’ service,...

By Karen Wheeler, 26 July 2017, 0 comments. Categories: Content, Operators.

What can telcos do to change their customer service reputation?

This year, Mobile World Congress seemed to be in a transition. There was less of a spotlight on telcos and there appeared to be fewer new phones being showcased compared with previous years. Yes, we saw everything from new hardware and artificial intelligence, to connected cars and virtual reality, but the focus appeared to be more about getting used to mobile technology and how it can work seamlessly for consumers. This can only be a good thing because, over the last few...

By Karen Wheeler, 18 April 2017, 0 comments. Categories: Customer Service, Operators.