Improving the Onboarding Process to Improve CX
By Keith Kirkpatrick September 1, 2022
By For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive...
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Supporting Live Agents with Robust Technology Is Still Key to Enabling Excellent CX
- By Keith Kirkpatrick August 17, 2022
Customer experience (CX) is defined as the totality of a customer’s experience with a product, brand, or service, encompassing all interactions pre, during, and post transaction. Communications service providers (CSPs) are faced with myriad...
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Utilizing Automated Ticket Correlation to Improve CX Responsiveness
- By Keith Kirkpatrick July 1, 2022
The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...
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Leveraging 5G to Provide Friction-Free CX
- By Keith Kirkpatrick June 7, 2022
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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Is Zero-Touch the Answer for Telcos?
- By Keith Kirkpatrick June 6, 2022
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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Consolidation is Causing a Rebranding Bonanza in Broadband
- By Sue Marek April 15, 2022
By 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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T-Mobile to Revamp Enterprise Business with New Customer Care Focus
- By Sue Marek March 25, 2022
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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Optimizing CX for Mobile Interactions
- By Keith Kirkpatrick March 24, 2022
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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Ditching the Script for Better Telecom Customer Interactions
- By Keith Kirkpatrick March 22, 2022
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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Ayla Networks Uses AI to Predict and Prevent Customer Problems
- By Sue Marek March 17, 2022
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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Nokia Study: 89% of Telecom Operators Plan to Upgrade Their BSS
- By Sue Marek March 3, 2022
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’s Customer Feedback Platform Finds Favor with Amdocs
- By Alex Gaw March 1, 2022
By 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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Latest Research
CX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read MoreOmnichannel Customer Engagement
Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
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