Why operators can be key to protecting memories

Chances are that you, like me, have been frustrated by a ‘storage almost full’ pop-up message on your mobile phone. In a digital world where we all value being able to safely and securely back up and store our personal pictures, videos, audio, contacts, documents and more—and are reluctant and simply do not like to free up memory by deleting cherished data—mobile device users are now more than ever willing to pay a premium to protect and save their content. The runaway success of...

Raising the customer experience: How telcos can meet expectations set by tech titans

Communications service providers (CSPs) are facing unprecedented pressure as both businesses and the public move to telecommunications during the COVID-19 pandemic. The shift serves to highlight a CSP’s capabilities, testing bandwidth limits and telephone network capacities as users hold virtual meetings, stream content and share files across the globe.

The potential for new business models and digital services is heightened by this new world order; now, more than ever, we are...

How to retain customer loyalty in the telecoms sector: Personalisation and presence

Gone will be the days of your contract rolling over without your provider letting you know. Our networks will have to notify us within 40 days of the date that our current contract ends; giving power back to the consumer to seek a better deal. No more roll-over surprises!

Comparison platforms will likely see a surge in search volume as consumers try to establish which provider is actually offering the...

Dialled-in: How telcos can improve customer satisfaction during a merger

The proposed T-Mobile and Sprint merger has recently been dominating the headlines, but telecoms customers are hardly strangers to blockbuster mega-mergers. There have been several such high-profile transactions over the years.

But how do consumers feel about these foundational shifts in their providers? Does a big merger of two iconic telecom brands move the needle of consumer sentiment? Are customers paying attention? If so, are they favourably disposed to these moves and willing to...

Ericsson report aims to debunk industry myths around value of 5G for consumers

Ericsson’s new ConsumerLab report ‘5G Consumer Potential’ debunks industry myths surrounding the value of 5G for consumers and outlines the opportunities available for communications service providers.

The report highlights the potential of 5G benefitting consumers, uncovering certain realities about them to bust the four common myths, that are: 5G offers consumers no short-term...

How blockchain is revolutionising telecom business support systems

Sponsored The business support system (BSS) remains the lifeblood of any communications provider. You can spend all you want on the network, but if you want to get that fast speed to a customer and make it useable, you cannot neglect the back office.

If you have an ageing BSS, your very survival could be at stake. These warnings have been concerning telecom operators for some time. Take a report from PwC...

Why operators need to forge a greater link between digital transformation and customer care

Operators are stuck between a rock and a hard place today. They need to be seen to move towards a process of digital transformation – whatever that term means – while trying to constantly improve the customer experience.

The latter is an area where the telcos have traditionally struggled – and according to a new report published by BriteBill and Omnisperience gauging the views of 40...

How telcos can win and retain customers with analytics

In the shifting telecommunications landscape, identifying competitors is more difficult than it used to be. Telecommunications companies (telcos) are no longer just competing among themselves for customers – they must now fend off challenges from device manufacturers and over-the-top (OTT) services running on their network infrastructure, as well as popular digital service providers such as Amazon, Netflix, and Spotify.

Price is no longer an effective differentiator. Years of...

How easy-to-understand billing is a big opportunity for telecoms to improve customer experience

As 2018 begins, it’s clear that the customers of telecoms operators want to receive their bills and get information about their usage and other relevant services in more personalised and visually appealing ways.

The next 12 months will see a shift to offer this as operators do more to change and update their billing communications. New technologies, such as chatbots, are also being introduced to enhance the customer experience.

Bill confusion

While this is great news,...

Telecoms sector paying out more than ever to remedy customer service faults

A new study from Servion reveals the same old flaws: the telecoms sector in the UK is paying more than ever because of poor customer service.

The study focused on the energy, financial and telecoms markets, with Servion taking its data from the ombudsman of each industry. The report found that the communications sector has seen a significant rise in complaints in the UK with a total of 29,503 complaints – up 132% on 2016’s total.

As users expect more in terms of...