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02 November, 2021The massive growth in online shopping has led to a sustained change in the way customers interact with businesses, as they adopt a growing number of communication channels and expect queries to be answered faster than ever before. This in turn has raised the stakes as far as omnichannel capabilities are concerned, and businesses need to adapt quickly, says Russell Lux, CEO at TelcoSwitch.
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05 April, 2019Communications service providers (CSPs) in mature western European markets face intense competition, substantial legacy to manage and maximise and the continuing requirement to bring innovative new services as well as new infrastructure to their customers. However, as George Malim finds in an interview with Sven Friedli, the head of architecture management and technology transformation at Swisscom, these experienced CSPs are neither unarmed nor unaware when it comes to the battle for success in digitally-transformed telecoms.
12 March, 2019Yes, the headline is the right way around.
27 June, 2018In a constantly connected and mobile society, providing an omnichannel customer service has become indispensable for brands looking to connect with busy customers. (more…)
01 June, 2018Artificial intelligence (AI) is rarely far from the headlines these days. While the technology isn’t new, the hype that surrounds it has reached fever pitch – we’re constantly hearing about the latest AI-based innovation transforming its industry. Little wonder then that organisations of all stripes are rushing to implement their own AI solutions, keen to realise the benefits it promises, writes Ravi Palepu, the global head of telco solutions at Virtusa.
21 March, 2018Customers are channel blind – they just want a good retail experience. Yet retailers persisting with fragmented, omnichannel strategies are damaging consumer experiences, undermining retail respect and actively encouraging consumer behaviours – from discount only buying to more frequent returns – that are destroying retail profitability. (more…)
19 March, 2018Customers don’t tend to think in terms of channels. They think of results, writes Bartlomiej Kordas, a BSS product manager at Comarch.
01 November, 2017Axway, a catalyst for transformation, announced that clients choosing Microsoft Azure can now power Axway AMPLIFY™, its integration and engagement platform, across multiple clouds. (more…)
18 October, 2017SAP SE has announced an enhanced release of the SAP® Hybris® Commerce solution for the telecommunications and media industries. The telecommunications and media accelerator, developed in collaboration with IBM, addresses industry-specific challenges when engaging, retaining and acquiring customers and selling to them. (more…)
04 October, 2017Walt 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,” he said, “do it so well that people will want to see it again and bring their friends.”
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