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18 October, 2017
Analysts Frost & Sullivan collaborated with VanillaPlus recently to ask our readers their thoughts on 10 key questions facing communication service providers (CSPs) involved in digital transformation of their business and operations. In a 2-part summary, Jeremy Cowan reports on the findings. (more…)
13 October, 2017
As far as I am concerned, writes Matthew Winters, the chief executive of Veoo, every marketer — mobile or otherwise — should be data-driven, so hopefully the title of this article hasn’t put you off! Paying attention to data analytics is the ultimate way of measuring the results of a marketing campaign, guiding you into making smart choices about future marketing strategies to ensure your messages are not falling on deaf ears – and mobile is no exception.
13 October, 2017
As far as I am concerned, every marketer — mobile or otherwise — should be data-driven, so hopefully the title of this article hasn’t put you off! (more…)
10 October, 2017
As innovations continue to evolve at a rapid pace, ITSPs are under increasing pressure to establish differentiated services, writes Rob Pickering, the chief executive of IPCortex. One hot topic of discussion that triggers much debate is how artificial intelligence (AI), chatbots and machine learning will shake up communications in the coming years. Indeed, it would be no exaggeration to say we are ushering in a major communications revolution from the perspectives of people to people, people to machine, machine to people, and machine-to-machine (M2M), and that spells opportunity for ITSPs. (more…)
05 October, 2017
European telecoms operators must improve customer service levels if they are to halt the long-term decline in revenue. That is the message delivered by Analysys Mason at the analyst firm’s European Telecoms Summit. The research and analysis from Analysys Mason’s report “Telecoms Services For Enterprises: Global Forecast 2017–2022” provides a warning for European operators and draws a stark contrast with high levels of customer satisfaction in the USA and Australia, as well as highlighting how operators can find new revenue opportunities. (more…)
04 October, 2017
Walt Disney may not be regarded as the godfather of customer experience (CX), but his 1956 rallying call to Disneyland staff is perhaps an early pencil sketch. “Whatever you do,” he said, “do it so well that people will want to see it again and bring their friends.”
03 October, 2017
Consumers are now, more than ever, being pulled in different directions by numerous brands offering products and services that are often very difficult to distinguish between, writes Matthew Winters, the chief executive of Veoo. So, how can you capture consumers’ attention so that they will not only buy from you once, but will also continue to remain loyal to your brand? Engaging your audience via their mobile device is no doubt a challenge, but one that is definitely worth persisting with.
26 September, 2017
Today, US citizens will look at their devices more than eight billion times. With more than 265 million mobile users, the American telecoms market is growing rapidly. Consumers are using their devices to watch videos, play games, socialise, manage their money, shop and much more. As smartphone capabilities continue to increase, they mark a major opportunity for players in the telecom industry, writes Kurt Simmons the vice president of communications, North America at Cyient.
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22 September, 2017
Consumers like chatbots. In fact, many prefer them to call centre agents. But there’s a public perception that service providers (SPs) are simply using the technology to cut one of their greatest costs, staff headcount – and consumers are not happy about it. (more…)
20 September, 2017
Demanding, informed, yet seeking constant validation, today’s customer is complex – especially when it comes to discretionary purchases, writes Craig Summers, the UK managing director at Manhattan Associates. Flitting between store and online, for these boomerang customers 60% to 70% of the decision making process will have occurred before any direct retailer interaction. And when product information, from reviews to social comments, is so incredibly accessible, few individuals these days will make any purchase without some form of community endorsement.
