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23 October, 2018
In the fourth and final instalment of a series of articles in advance of this year’s Broadband World Forum, Niall Hunt, the digital content lead for the event, explores how preparations for 5G are progressing, this time focusing on the impact of 5G on fixed line operators.
22 October, 2018
In the third of a series of articles in advance of this year’s Broadband World Forum, Niall Hunt, the digital content lead for the event, explores how preparations for 5G are progressing and assesses the impact of 5G on converged operators.
18 October, 2018
In an increasingly diverse and competitive marketplace, telecoms executives need to cut through the noise and distinguish themselves from other providers, writes Scott Logie, the customer engagement director of REaD Group. Through consumer data, key players in the industry can offer a service fit for modern consumers, engendering loyalty with tailored offers and timely communications.
18 October, 2018
Having recently won a significant contract with Filipino operator Globe, David Sharpley, the chief executive of Incognito Software, talks to VanillaPlus managing editor George Malim about the deployment and how he sees operators’ needs changing as their digital transformations progress and devices proliferate in the Internet of Things (IoT) mainstream.
11 October, 2018
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.
27 September, 2018
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.
20 September, 2018
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.
30 August, 2018
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.
21 August, 2018
Brand loyalty is achieved through emotion and trust, says Frederic Durand, the chief executive and founder of Diabolocom.
14 August, 2018
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.
