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14 February, 2019A new has revealed the hidden reality of the prepaid mobile market in developing economies, writes George Malim. Though prepaid is the dominant form of mobile connection – accounting for 71% (5.7 billion) of global mobile connections and 32% (US$265bn) in service revenues in 2018 – the study found that communications service providers (CSPs) in eight developing markets wasted US$670m last year replacing lost customers.
30 August, 2018Sometimes 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.
09 April, 2018UK analyst group Rethink Technology Research has published a five-year forecast on Quality of Experience (QoE) Video Analytics entitled “Video Analytics chases churn prediction to a $2.3bn (€1.87 billion) market”. The forecast is based on revenue from 2017 to 2022. (more…)
20 December, 2017It may not be the classy thing to do but ending a relationship by text message is what UK regulator Ofcom has mandated customers will be able to do with their mobile operators by 1 July 2019, writes George Malim.
07 September, 2017Although churn is a global issue in the telecoms industry, a detailed look at the problem in a single market is instructive in putting it into context. (more…)
15 July, 2016There seem to be a spate of stories about bad customer service at the moment. Perhaps, it is just that we have had a really bad experience ourselves and therefore notice them more. Perhaps it is that bad experiences get more attention than good ones, and the press therefore love them. (more…)
09 June, 2016MDS has announced the launch of three new services for retail Virtual Network Operators (VNOs) looking to expand their mobile networks and bring better product offerings to their subscribers. Strategy and product management, customer engagement and analytics, insight and assurance have all been added to MDS’ product portfolio to assist retailers in evolving their mobile offering. (more…)
01 October, 2015Businesses can use predictive analytics to derive value from the vast amounts of data generated every day. Here, Murali Nadarajah of Xchanging examines three practical applications of the practice. (more…)
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