CEM
CSPs feel management siloes can be avoided in hybrid networks, Frost / VanillaPlus survey finds: Part 1
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
Read moreFour things every data-driven mobile marketer should have on their agenda
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
Read moreWhat are the 4 things every data-driven mobile marketer should have on their agenda?
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!
Read moreAI, bots and contextual comms are the future of enterprise communications
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
Read moreEuropean operators must improve customer service to reverse declining revenues, says Analysys Mason
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
Read moreFrom Neverland to Wonderland –The journey to B2B omnichannel
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,”
Read moreMust-have strategies for effective mobile engagement
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
Read moreWhat’s in store for the American telecoms industry?
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
Read moreSubscribers feel service providers are using chatbots and artificial intelligence to cut jobs: Not guilty, say SPs
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
Read moreInside the modern customer journey
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
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