13 October, 2015

Cross-domain BSS/OSS based data monetisation systems are needed to generate new CSP revenues

VanillaPlus‘s Jeremy Cowan flew to Krakow, Poland to see how this software systems vendor is expanding from BSS into new areas, including the Internet of Things (IoT) solutions and services, and even device manufacturing. (more…)

12 October, 2015

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 to other users, boosting subscriber additions. Retaining and recruiting customers has become increasingly difficult, because today’s subscribers are more discriminating and there are more choices available than ever, writes Mikael Grill (more…)

09 October, 2015

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 time for a CEM framework that maps use cases to business problems, Victor Donselaar tells George Malim (more…)

09 October, 2015

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 (more…)

08 October, 2015

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 Edwards, the CEO of MDS, tells George Malim that CSPs are looking to address the entire customer journey by starting with a vision and working backwards to create the platform they need. (more…)

05 October, 2015

‘Don’t think like a carrier, think like a business’: Future digital services may start with Tesco

As global chief marketing officer of newly enlarged NETSCOUT, Jim McNiel expects service providers like Tesco to be first to disrupt the market and maximise new digital revenues. Here McNiel tells Jeremy Cowan how they’ll beat mobile network operators to drive new digital services.

(more…)

25 September, 2015

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
Barry Marron.
(more…)

24 September, 2015

Accelerate problem resolution and reduce operational expenses by using customer experience solutions

CSPs need to deliver insight into individual and group customer service quality, minimising operational expenses, accelerating problem resolution and optimising the customer experience, writes Graham Kunz.
(more…)

22 September, 2015

How to build an experience based pricing solution

Previous articles in this series examined how communications service providers (CSPs) have generally considered pricing off-limits as part of their strategy for profitable monetisation. This third and final article, written by Chris Yeadon and Craig Schafer, explores what is required to implement EBP in terms of OSS/BSS

(more…)

17 September, 2015

Big data comes in small packages

If you are wondering what all the fuss over ‘big data’ is about then relax – you are one of a growing band of skeptics asking the very same question. (more…)