News tagged: Net Promoter Score

20 February, 2019

Use insight to make the user experience better

The customer is king. How many times have we heard that over the years? And yet it’s more true now than ever, writes Francesco Venturini, the global industry senior managing director for communications and media at Accenture. With seemingly limitless choice at their fingertips, customers want more and if you don’t give it to them, they’ll move on to someone that will.

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16 January, 2019

The long and winding road to 5G begins with 4G optimisation

The close of 2018 saw the UK operator O2 leave its customers without access to 3G or 4G data connectivity for more than 24 hours. The ensuing uproar underlined the critical importance of mobile broadband to all UK consumers, writes Tony Gillick, the vice president of solutions management at Openet.

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08 June, 2016

CEM: Are passive probes enough?

As network operators continue to roll out new services, it is important to ensure that customers continue to get the same Quality of Service (QoS) and level of satisfaction that they have become accustomed to, whether it be TV, mobile or home internet. (more…)

29 April, 2016

Converting detractors to promoters: Improving network-driven NPS to reduce churn

Subscriber loyalty is coveted by every mobile operator, as it is the key to higher lifetime value of customers and is becoming more and more difficult to achieve. (more…)

21 April, 2016

Digital transformation: Designer pret-a-porter ousts haute couture

Almost out of the blue, Chief Digital Officers (CDOs) are becoming the most important change-makers in the telecoms industry. Tasked with instilling a new, faster-paced mindset into telco culture (and often hired from outside of the industry for their untainted perspective), these movers and shakers must also handle huge technical digital transformation projects.  (more…)

12 April, 2016

Take a look at what’s going on in your network through the lens of the customer: Part 1

The telecoms market has become saturated to the extent that communications service providers (CSPs) can no longer compete on price and service packaging. (more…)

28 April, 2015

Survey shows mobile network operators need to invest in customer service as dissatisfaction grows

London, UK. April 28, 2015: New research from MobileSquared on behalf of Astellia, a provider of network and subscriber intelligence for mobile network operators (MNOs), has revealed that almost 50% of mobile subscribers are unhappy with the level of customer service they receive from their mobile operators. (more…)