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Acquiring and retaining customers in today’s saturated telecoms market requires providers to make the best decisions quickly and across every individual credit lifecycle, writes Anat Hoida, the Telecommunications Practice lead

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

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

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

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,”

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

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

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

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

We’ve all experienced web pages that load slowly or time out. But what’s even more annoying is a laggy or choppy VoIP call or live video stream. After decades of