Telecom Customer Experience

What future awaits telecoms in 2021? How will the market change in the coming months? Discover predictions for the year, and get ready for what’s about to come.

COVID-19 and the resulting crises have already changed the way customers consume services. Discover what the pandemic means for telecoms, and the steps they should take in the current situation.

Customer experience has been at the bottom of priorities of the majority of operators, but 5G might change that forever. Discover how 5G and other technologies open new doors for CSPs and their customers.

Coronavirus has transformed everyone’s life in one way or another. The most visible change is the shift from regular, “outdoor” life to a home-based one. This has given CSPs new opportunities to provide more services to their customers.

How are telcos responding to the challenges and opportunities of new and emerging automation technologies? We conducted a survey to find out

Understanding the complexities and drives of a single human telco customer is a mammoth job. When you have several million of them, only artificial intelligence can really do justice to the task.

From online sales to customer self-care and automation, digitization has changed B2C models in the telcommunications sector. But this is just the beginning.

Information, support, commerce and marketing, chatbots offer many benefits in digital customer service fields such as information, support, commerce and marketing. Yet these bots are still relatively thin on the ground, and are perhaps not being used to their full potential.

Omnichannel worked well for telecoms seeking to enhance customer experience, but it has its limitations. A new approach sees operators beginning to embrace the channel-less approach, blending communication channels seamlessly so that customers get the best out their journey without even thinking about whether to pick up the phone or click on social media.