BROWSING: 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 interactions with telcos: "The automated voices I speak to make me so frustrated. They don’t...

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...

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 wireless operator space continuously hits new heights of competitiveness and customer churn can make or...

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...

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 be recouped. It was labor-intensive and primarily provided value by reacting to ever-present carrier...

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 the worldwide SDM market grew 29% in 2014 over 2013, to $1.4 billion. This...

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...

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 mobile phone. This year, 1.35 billion smartphones are expected to sell globally and 4G...

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 with businesses on their terms. With the increased adoption of mobile devices, there has...

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 – temporary home to the massive Mobile World Congress conference. Fortunately for me, impersonating a...

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 want to keep this as open as possible, but we maintain some editorial control...

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 want to keep this as open as possible, but we maintain some editorial control...

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 its Mobile Engagement Platform, providing “two-way” global text messaging for “immediate and direct interaction at...

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 NetCracker’s Resource Inventory, Order Management, and Discovery and Reconciliation solutions to support its rapidly expanding...