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5G wireless customer experience

Leveraging 5G to Provide Friction-Free CX

Industry trade group GSMA estimates that by the year 2025, the number of 5G connections will reach 2 billion, up from 1 billion in 2022. Moreover, by the end of 2025, 5G will account for over one-fifth of total mobile connections, and more than two...

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Telecommunications customer service

Is Zero-Touch the Answer for Telcos?

It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...

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Broadband rebranding

Consolidation is Causing a Rebranding Bonanza in Broadband

Astound Broadband, Fidium, AltaFiber, Breezeline, Brightspeed—these are just a few of the new brands for broadband services that have been introduced over the past year. While many of these new brands are a result of a merger or divestiture,...

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telecom customer care

T-Mobile to Revamp Enterprise Business with New Customer Care Focus

T-Mobile is making some key organizational changes to its executive team in hopes of migrating some of its “un-carrier” energy and customer service expertise from its consumer division to its enterprise group. The operator announced earlier...

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mobile customer experience

Optimizing CX for Mobile Interactions

While desktop and laptop computers are still dominant for productivity tasks in the business world, the use of mobile devices has clearly become ubiquitous for consumers. According to research focused on the mobile market conducted by Data.ai, the...

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telecom customer service

Ditching the Script for Better Telecom Customer Interactions

Due to the vast array of options telecom providers offer their customers, interactions with customers traditionally have incorporated mechanical-sounding scripts, often beginning with IVR systems or artificial intelligence (AI) based-agents, and...

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AI customer service

Ayla Networks Uses AI to Predict and Prevent Customer Problems

Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...

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Business support systems

Nokia Study: 89% of Telecom Operators Plan to Upgrade Their BSS

A new study from Nokia found that an overwhelming majority of telecom operators are considering upgrading their business support systems (BSS) so that they can create new services and charge customers for them. Currently, most telecom operators...

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Alchemer Customer Feedback Platform

Alchemer’s Customer Feedback Platform Finds Favor with Amdocs

Alchemer, the survey software provider headquartered in Boulder, Colorado, says its customer feedback platform has found a home at global business services firm Amdocs, which leverages Alchemer’s voice of the customer (VoC) technology as part of...

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customer wins

Companies Seek Out CX Expertise for All Things Customer

As the stories in this roundup piece suggest, the search for good CX is perpetual because the quest for excellence never ends. But while providing good CX takes many forms, the centerpiece of those efforts remains invariably unchanged. The...

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Server Room at Data Center

Wavelo Focuses on Adding Flexibility to Telco Billing and OSS

There is a new player looking to shake up the telecom business support system (BSS)/operational support system (OSS) business. Tucows, which is the parent company of Ting Fiber and Ting Mobile, has launched Wavelo, a BSS/OSS software company with a...

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Frontier Communications Strives to Turn Around Its Customer Care Issues

Armed with a new management team and a new mission, Frontier Communications is trying to transform itself from a struggling landline telecom company into a fiber powerhouse with a whole new approach to customer service. The company, which...

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Latest Research

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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