BROWSING: customer experience

In its “State of AI in Telecommunications: 2024 Trends,” respondents tell NVIDIA telco AI solutions are already “improving both revenues and cost savings”  The subhead of this article pretty well tells the story: NVIDIA research based on a survey of operators shows there’s widespread interest...

Like so many others, I am a happy Amazon.com customer. However, there are times when this train runs off the track and they harm their own brand. These moments are like black holes that can surprise the customer and damage the brand. That’s why...

All wireless carriers may look equal, but there is a difference. In fact, I have made plenty of mistakes over the years in choosing the best carrier and plan. So, let me share with you some of what I have learned so you can...

The telecommunications space is increasingly crowded. No longer does one provider rule ‘em all like the days of Ma Bell; now, traditional telecommunications providers are also competing with a host of over-the-top (OTT) communication applications and service providers. With all of this competition, telecommunications...

Customer service has never been the telecommunications industry’s strong suit. Between confusing contracts and bills, inconsistent customer support and spotty network quality, carriers regularly struggle to deliver the kinds of experiences that subscribers expect. Exhibit A: Net promoter score (NPS) ratings for telcos, which track...

Our world is fast-paced, with everything accessible in a single click. The growth in connectivity is made possible by high-performance network companies like ExteNet. ExteNet is the largest privately held communications infrastructure provider in North America. Their CEO, Richard Coyle, focuses on growing and improving...

Telecom has not been maximizing the power of 5G enough, and not because the technology is not ready. With digital innovation already set, telecom transformation must start with organizations and goals themselves. Carrie Charles brings back her first-ever guest, Kevin Shatzkamer of Google, to...

Over the past year, telcos have been up against an acceleration of digital adoption that's been shaking up our industry over the past decade. The pace of change we've seen has only amplified underlying customer experience (CX) challenges, with leading brands in the sector...

  Some of the most significant media disruptions have come from using a physical device to create friendlier and more frictionless access to media. Think of the Tivo, Apple TV, Roku, Amazon Echo and Fire Stick, even the Apple Watch. These innovations OWN the user...

The time is now for telecommunications, media and entertainment (TME) companies to start preparing for new 5G-enabled business opportunities and competitive threats that will arrive with the new, speedier wireless technology. For TME marketers, preparedness and changing the way you think about your products and...

Communications service providers (CSPs) deliver an essential service — connectivity. Everyone wants to be able to communicate, but some might argue that all CSPs deliver the same thing, acting as the carrier of voice and data without a broader relationship with the subscriber. For...

U.S. Cellular is putting in place a comprehensive big data architecture and strategy for its business, with a deployment that has already begun and is focused on correlating network data with customer sentiment in order to predict and improve the customer experience, and shape...

Particle looks at how the customer service experience can be bolstered with IoT technology. Editor’s Note: The RCR Wireless News Reality Check section is where C-level executives and advisory firms from across the mobile industry share unique insights and experiences. Years ago, when a...

Telecom operators need to evolve their customer experience plans to meet new expectations. We’re experiencing a unique moment in the history of the telecommunications industry. We all know this is a time of unprecedented challenges, including rising customer expectations (especially around digital),...

Mobile telecom operators are in a prime position to take advantage connecting the digital experience for consumers Digitalization of services has driven convergence across industries leading to a very fast rise of the connected, demanding and influential consumer leading to a role reversal. Historically, telcos...

Netcracker discusses technological needs of cable companies looking to grow into the enterprise space The cable industry is changing – massive network footprints are being leveraged to offer cutting-edge residential services while tailoring more products and services to the lucrative enterprise space. But, as this change...

Telcos risk shrinking retail revenue if they don’t shift sales models to capitalize on demand for in-store, highly personalized customer experiences The physical retail channel plays an important role in telecommunications sales. According to recent research from Accenture Strategy. For telcos, the strategy to expand their physical...

Do companies still rely on paper? Amdocs argues the move toward digital can help boost customer experience Surprisingly, service providers are struggling to move out of the paper age. Paper forms and manual paper handling still account for a large portion of their day-to-day interaction...

P3 Group, QuEST Forum and Metrinomics have partnered on new customer experience management services that seek to provide the telecom industry with a more complete view of wireless customers' experience by leveraging a combination of objective, on-device performance data along with subjective customer reports...

An IDC survey commissioned by Amdocs finds telecom providers lagging in digital transformation BARCELONA, Spain – Service providers are not transforming fast enough to meet demands of today’s digital era. This was the main conclusion of a global survey conducted for Amdocs by research firm...

Datameer provides tips on how telecom operators can take advantage of big data to boost customer experience Data is king. Companies like Google and Facebook operate on this basis and virtually every business decision stems from what data says about their customers and how they...

New solutions launched this week take test company Spirent Communications from its traditional focus on simulation in the lab into monitoring and insights into live networks, as well as customer experience analytics. Spirent is taking its flagship Landslide product, which is used in the lab to...

Earlier this month, my wife and I celebrated a special milestone: we met for the first time exactly 8,000 days ago in London (I was cooking tarragon chicken and, yes, the rest is history). Counting the days feels like a strangely precise excuse for a...

Let me share with you some examples of how companies either hit it out of the park or strike out when it comes to their customer experience management. Customer experience is key to long-term business success, leading to customer relationship management becoming an important...