customer experience management

Ericsson says zero-touch is now a customer expectation U.S. smartphone user Jennifer, 29, summed up during an Ericsson-led focus group a complaint many of us likely share regarding customer experience …

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 …

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 …

IBM Analytics expert discusses how proactive analytics improve cost, revenue and customer satisfaction It used to be enough for telecom operators to monitor and manage network quality. Now, as the …

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 …

The first generation of telecom management, often called cost management, was focused on telecom carrier cost. Manual invoice-to-contract compliance audits were performed to identify billing errors so that overcharges could …

Subscriber data management has gone from being the technology that would be a “nice to have” to an essential tool that operators are looking to adopt. Infonetics Research reported that …

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, …

In today’s increasingly connected society, mobile phones have clearly become a necessity, with recent research from Ofcom revealing that in the U.K. alone, 93% of adults own or use a …

More millennials enter the consumer marketplace each year and their effect is drastically influencing a multitude of industries. Millennial consumers are mobile driven and hate not being able to engage …

They say “communications is a close-knit industry” and I think that’s a pretty accurate description after taking the 08.40 FGC train from Plaça d’Espanya to the Fira Gran Via – …

Editor’s Note: In an attempt to broaden our interaction with our readers we have created this Reader Forum for those with something meaningful to say to the wireless industry. We …

Editor’s Note: In an attempt to broaden our interaction with our readers we have created this Reader Forum for those with something meaningful to say to the wireless industry. We …

Amdocs’ OpenMarket division launched a mobile messaging solution that it claims is designed to help enterprise customers deliver improved customer engagement services. The company said the offering is based on …

Sprint recently announced a multiyear expansion of an agreement with NetCracker Technology to use NetCracker’s operating support solutions platform to support the carrier’s Spark network initiative. Sprint has been using …