By: Tim Young
Ah, the customer. The end-user. The subscriber. The one who pays the bills that keep us all in business. As automobile magnate and philanthropist Henry Ford said it, “It is not the
employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” And over the last few years, companies of all types and sizes have really started to believe
it. Whereas the focus for many firms had long been competitor focused and mired in one-upmanship and “me too” moves, more and more are focusing on understanding the experience of that person who is
paying the wages…
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By: Alan Zeichick
No smart software would make the angry customer less angry. No customer relationship management platform could understand the problem. No sophisticated HubSpot or Salesforce or Marketo
algorithm or plug-in could be able to comprehend that a piece of artwork, brought to a nationwide framing store location in October, wouldn’t be finished before Christmas – as promised. While an
online order tracking system would keep the customer informed, it wouldn’t keep the customer satisfied. I was that angry customer, and the artwork was a planned gift for a dear friend…
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By: Chris Piedmonte
What is a customer-first culture and how do you recognize one? You know a customer-first culture when you encounter one as an employee or as a customer. You might not be able to name it, but
you know when an organization is really committed to all customers: existing, new and even those not quite convinced. Employees and customers are equally treated with respect,
well-supported and know they are important to the organization. Customers experience good value for their time, effort and money and are more than willing to promote the brand of the company that
serves them…
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By: Wedge Greene
Customer experience management software will continue to evolve more sophisticated features and be applied to ever more extensive aspects of the lives of post millennials. Hacking and counter
security will become standard corporate ways of conducting business. Call Pickup Jorge Isidoro of Sabre Gaming Ltd. had long ago decided to be his own customer service management department. After
the turn of the century, global call redirection and the automation of call centers enabled pervasive outsourcing of customer service to different cultures…
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By: Jennifer Fellows
The MVNO business appeared in earnest around the turn of the millennium and is therefore somewhere in its mid-teens now. These teenage years are going to be full of upheaval. The MVNO of the
2020s is likely to be very different from the MNVO model that we saw in the nineties. There are many factors contributing to this change; but, as we will see, they are all pushing in the same
direction. The Traditional MVNO First off, we should take a whistle stop tour of the traditional MVNO. The logic of the MVNO was simple: a mobile service fronted by a third-party brand, delivered
in association with an operator or, more recently, on an MVNE platform…
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By: Chris Piedmonte
Those of you that have read my articles in the past know that I don’t usually write in the first person. This article, however, is different. It’s personal. Not only to me, but to
billions of people on the planet walking around with smartphones in their pocket. This month, I’m going to tell you and the rest of the industry why I still hate my cell phone. I’m also
going to tell you what I’d like the industry to do about it. Now, don’t get me wrong, I love my cell phone too…
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By: Vikas Arora
Customer experience is a core focus for businesses across the whole spectrum of the telecommunications industry and communications service providers (CSPs) are no different. As competition in
the CSP space has increased, so too has the importance of good customer experience management (CEM). It’s the key differentiator on which SLAs are measured, reputations are built and customers are
won and retained. CEM and the Network Agility and efficiency in provisioning new services while assuring excellent user experience (location, device, and network agnostic) are the factors that set
one provider apart from another…
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By: Gregg Hara
We are living in an age where we are faced with so many options and services, that customer experience plays an extremely important part of why we choose a service. When talking about the
telecommunications market, the service assurance requirements demand much more flexibility and real-time responsiveness and automation to ensure the best possible customer experience. According to
research from Analysys Mason, customer experience is directly related to quality of service and the underlying network performance…
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By: Tim Young
“We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.” – Jeff BezosCEO
of Amazon What I find remarkable about the quote above isn’t that Jeff Bezos said it; the guy clearly understands the power of creating a high-quality, seamless, and low-friction customer
experience. What’s remarkable is when he said it: back in 2004 in an interview with Bloomberg Business. That’s long before the Fire tablets, TV streaming device or the failed phone launched…
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By: Jim Schakenbach
Mobile World Congress The big news this month, of course, was the Mobile World Congress held in Barcelona, Spain February 22-25. The international conference and exhibit drew close to 100,000
attendees, eclipsing the prior record of 94,000 visitors reached last year. In the 11th edition of the show in Barcelona, over 2,000 exhibitors showcased products in a wide gamut of
areas including the fifth generation of cellular networking technologies, emerging architectures such as SDN (Software Defined Networking), NFV (Network Function
Virtualization), Internet of Things (IoT) applications, mobile endpoints (smartphones, tablets and wearables), as well as VR (Virtual Reality) headsets…
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