CEM

11 October, 2018

CSPs still missing out on billing communications blackspot finds BriteBill survey

Although only 40% of communications service provider (CSP) customers look at their bills regularly this still presents millions of customers for most providers and this channel of communication is not being maximised, writes George Malim. Billing communications remain a neglected channel according to a recent survey of 40 CSPs across EMEA, North America and Asia conducted by Omnisperience on behalf of BriteBill.

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27 September, 2018

Use predictive analytics to perfect the customer experience

Staying in business is increasingly a challenge for companies, let alone expanding and attracting new customers. But in today’s competitive landscape, growth and diversification is a necessity. Wisdom tells us that companies that don’t grow eventually shrink. When companies stagnate they don’t improve, while the competition does. To stay on top of their game, companies have to innovate, understand and meet customers’ needs and deliver a superior customer experience. This is where predictive analytics can help, writes Jonathan Wax, the vice president for EMEA of NICE Nexidia.

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20 September, 2018

Mature networks place The Netherlands among 4G world leaders

In wake of OpenSignal’s recent analysis of the 3G and 4G consumer experience on Vodafone, T-Mobile, Tele2 and KPN in the Netherlands – titled: State of Mobile Networks Netherlands, George Malim spoke to Peter Boyland, an analyst at the firm.

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30 August, 2018

A lack of customer understanding by CSPs is behind telecoms churn

Sometimes communications service providers (CSPs) are accused of lacking care when it comes to their customers. Mobile providers especially seem to fare badly in polls of which sectors have the worst customer service. But I don’t believe that it’s lack of care that causes telco customer churn, it’s a lack of customer understanding, says Dr Dorian Selz, the chief executive of Squirro.

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21 August, 2018

Emotional connections are the building blocks of customer loyalty

Brand loyalty is achieved through emotion and trust, says Frederic Durand, the chief executive and founder of Diabolocom.

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14 August, 2018

Globe’s Eclipse shares view of Amdocs customer experience collaboration

Amdocs has announced a new collaboration with Amazon Web Services to enable Globe Telecom, one of the Philippine’s largest telecommunications providers, to deliver cloud-based intelligent customer engagement. Under the multi-year service agreement, Amdocs will assist Globe in modernising its IT operations across several lines of the operator’s business. The vendor will focus on delivering enhanced customer experience across all Globe’s customer touchpoints and will introduce capabilities including artificial intelligence (AI) and machine learning (ML). Here, Rebecca Eclipse, the chief customer experience officer at Globe Telecom, provides further details of the deployment.

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06 August, 2018

Boost the customer experience from the eyes of the operator

Think back to when you opened your first bank account. Chances are, you’re still with that same bank as more people get divorced than switch bank provider, writes Brian Andrews the senior CX principal at Medallia.

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18 July, 2018

Analytics, machine learning and automation are the keys to running smarter, more efficient networks

Machine learning and artificial intelligence (AI) are two technologies that are making a huge impact on virtually every industry, writes Brendan Gill, the chief executive of OpenSignal. Smart tools are being used by organisations across the globe – within current hardware and software – to improve both the decision making and automation processes.

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11 July, 2018

Roam like at home – one year on

LTE data roaming within the EU radically increased last year, with traffic volumes over the summer up to eight times larger than the same period in 2016, writes Mikaël Schachne, the vice president of the mobile data business at BICS. The trigger? Roam like at home (RLAH).

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04 July, 2018

Humanise the customer experience with AI

It’s easy to fear for the loss of the human touch when it comes to customer experience (CX) these days, writes Ryan Lester, the director of customer engagement technologies at LogMeIn.

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