All Customer/User experience (CX/UX) articles
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InterviewDeutsche Telekom’s Abrahamson keeps firm hand on AI ‘fire hose’
Jonathan Abrahamson says the speed of AI-related developments can feel overwhelming, but DT keeps its focus on selecting and solving the key problems.
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Innovation (R&D)BT further sharpens networks focus with innovation strategy shift
MWC 2025: BT Business director Hena Jalil outlines shift in innovation approach to align with broader shift to focus on connectivity rather than non-core verticals. Group continues to build AI expertise in search of new network features and products.
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Network & InfrastructureRAN optimiser brown-iposs takes on UX automation challenge
In the age of real-time expectations, the Bonn, Germany-based specialist is removing significant friction from operational data delay and privacy compliance for RAN automation. Discover how the AI-enhanced CARAT solution employs digital twinning to accelerate fault resolution, assisting operators with critical challenges of user experience, multi-vendor complexity and lock-in…
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Venturing & InvestmentsDeutsche Telekom invests in voice AI startup ElevenLabs
Group’s corporate venture arm T.Capital splashes out on a strategic stake in UK-based artificial intelligence voice startup ElevenLabs with intentions to roll out the popular tech to customers.
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Strategy & ChangeBT seeking SMB gains with EY insight, Pega platforms
Under the hood: how BT worked with EY and Pega to achieve a 360-degree customer view, implementing AI-powered propensity models, data-driven decisioning and hyper-personalisation to step up SMB engagement.
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Products & ServicesTelefónica brings Perplexity tie-up to Spanish customers
First fruits from Telefónica’s investment in and commercial agreement with Perplexity as operator offers premium Pro version for free for a year for all Movistar customers.
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Innovation (R&D)Vodafone sees meaningful impact as AI hits CX and beyond
Operator’s AI director highlights significant improvements in CX for its chatbot users as multi-vendor AI raises standards and delivers consistency, also driving 20% lift in procurement efficiency. Ensuring usable and accessible data can be the biggest cost…
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PeopleBalkans boss Katia Stathaki exits Vodafone
Former Vodafone Albania and Vodafone Business Greece CEO Katia Stathaki moves on to “next chapter of my work life”.
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Network & InfrastructureTelefónica Peru kicks off major mobile network upgrade
Struggling operator gears up for 5,000-tower upgrade programme, seeking to drive new efficiencies, improve customer experience, and get infrastructure ready for future 5G…
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OperationsMagyar Telekom boosts DT’s European IT stack meld
Operator highlights completion of CRM switch as part of ongoing regional platform consolidation effort at parent Deutsche Telekom.
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OperationsVirgin Media O2 cuts ribbon on new Paddington HQ
Operator opens doors on new Paddington facility, after renovation to support transfers from previous Hammersmith and Slough offices. Move follows other office changes in recent months, as VM O2’s leases approach their expiration dates…
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Network & InfrastructureTelefónica shifts autonomous networks strategy into fourth gear
Network and systems operations lead says Group is seeking to evolve many autonomous network PoCs into minimum viable products starting in 2025, as it seeks to accelerate its journey towards Level 4 autonomy. Read more…
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InterviewCuckoo MD sees national retail reach as vital in loosening Big 4’s fibre grip
Startup consumer‑focused fibre ISP Cuckoo is positioning itself as a national-scale player at a time when many UK peers are thinking local, underpinned by customer-centric Sarah Howells and the Kraken next-gen ops platform (also backed by Octopus Capital). Login to learn more…
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Financial & PerformanceOrange shrugs off concerns over rivals’ convergent offers
Orange France aims to stabilise its convergent customer base in Q4, although bats away talk of a turnaround.
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Innovation (R&D)BT tightens GenAI cost and security control with AWS
BT Group’s Digital unit teams with AWS to build GenAI Gateway internal platform that gives engineers a flexible and responsible way to scale use cases across the organisation.
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Consumer (B2C)OpenAI: Altman to assign ‘best people’ to T-Mobile churn challenge
OpenAI CEO bullish on commercial potential of AI tie-up with T-Mobile, based on letting its platform explore operator’s “massive pools of data” for better and more rapid support decisioning.
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Products & ServicesDT teams with Perplexity on new ‘Magenta AI’ help tool
Group set to bring expanded AI info-gathering and support features into My Magenta customer app, using Perplexity engine.
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Partnerships & AlliancesVodafone Business picks Tealium for customer data management
Enterprise-focused division has deployed Tealium solutions in six markets, with more to follow in the coming year.
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Products & ServicesBrazilian watchdog puts Vivo’s AI chatbot under the microscope
Brazilian regulator Anatel investigating Vivo’s use of AI in customer service, citing privacy and security concerns.
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Network & InfrastructureTelco CTOs warn vendors: we’re not just ‘professional buyers’ anymore
DTW24 – Ignite: CTOs of AT&T, Deutsche Telekom, Telstra, and Vodafone express mix of frustration and empathy with traditional network suppliers as software-based platform models upend historical relationships.