Expert Opinions

What will Sabio spend its €35m warchest on? CEO Roberts talks to VanillaPlus

Customer contact specialist Sabio recently secured a multi-million pound investment from UK-based growth investor, Lyceum Capital. The company now plans to grow through acquisitions for which it has raised £30

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Operators now ‘more aggressive’ in offering new services to enterprises

“We saw a gap in the telecoms market in 2011.” Tanya Cheng of Huawei is talking exclusively to VanillaPlus in Shenzhen, China at the Huawei Analyst Summit 2016 (HAS2016). 

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Up to 35% of CSP transformation projects fail, don’t let yours be one of them

Transformation projects don’t succeed on their own. In fact, 35% end in failure. And since they can take years to complete, the stakes are high.

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Network related end-to-end service experience analytics is the foundation for CSP-wide CEM

CEM is too big a topic for CSPs to digest in one bite. Anssi Tauriainen advocates CSPs start from subscriber, service and network analytics in order to establish a firm

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Real-time data is the key to implementing effective CEM to support VoLTE deployments

Communications service providers (CSPs) are flocking to invest in CEM solutions in the belief that they can help to reduce churn and to make their networks and services more attractive

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CEM is too big a concept to deal with without a blueprint

Customer experience management (CEM) is a large and often poorly defined subject that covers a vast spread of needs from network engineering to the retail experience provided to customers. It’s

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The network is the true path to differentiation through CEM

To improve customer advocacy and loyalty, communications service providers (CSPs) are now looking to superior customer experience management as a key differentiator, writes René Tonon

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CSPs must address the entire customer journey if they are to become DSPs

Communications service providers (CSPs) are transforming to become digital service providers (DSPs) but to do so they need to move away from the monolithic CEM systems of the past. Mark

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Customer experience needs to move up a gear, smarter customer engagement is essential

All the talk is about delighting customers but how can communications service providers (CSPs) do that if they don’t understand and communicate with their customers on a personal level, asks

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The untapped potential of proactively reducing churn

Managing service quality to retain customers is fundamental for TV operators’ growth and profitability, says Johan Görsjö

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