All Customer experience (CX) articles
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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.
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Products & ServicesTelefónica Tech bulks up Spanish enterprise portfolio with Microsoft tech
Operator harnesses Microsoft’s AI and cloud technology to deliver automation, business management, and customer experience tools in Spain, following launches in other markets. Move advances commercialisation of Tech’s ‘global service lines’, which form part of revenue growth strategy…
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Weekly BriefingsVodafonewatch Weekly: African infra in spotlight, Spanish retreat complete
Latest from Vodafone and its partners and interests as Spanish exit completes, Shared Ops leadership adjusted, and climate plans pushed back. In Africa, infra-sharing is on the cards, but Vodacom’s in-progress South African fibre deal faces backlash…
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Products & ServicesVodafone’s TOBi chatbot gets a generative AI makeover from Microsoft
Vodafone reveals early progress with applying GenAI to advance customer experience transformation as part of strategic tie-up with Microsoft.
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Network & InfrastructureDeutsche Telekom live with AI-based RAN “sleep mode” efficiency trials
FutureNet World: cost and sustainability benefits of tests flagged. Part of wider AI strategy, with other efficiency applications at various stages of testing…
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Partnerships & AlliancesTomorrow Street adds AI and automation smarts to Vodafone’s scaleup accelerator
Newest members of VPC/Technoport Luxembourg hub: Emplay, Squirro, and Workato.
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Partnerships & AlliancesVodafone signs ‘bold’ Microsoft deal to further AI, cloud, CX, IoT priorities
Wide-ranging collaboration includes $1.5bn Vodafone investment in co-developed solutions; AI adoption at scale; and embrace of Azure ecosystem. Get the full insight…
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PeopleVirgin Media O2 swaps commercial and ops execs
Ulrik Bengtsson and Gareth Turpin depart, with former strategic director Rob Orr taking the operational wheel, and Christian Hindennach filling in as commercial lead temporarily.
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Partnerships & AlliancesBT Digital adds Blue Planet to OSS overhaul, automation team
Delivering “dramatic simplification” amongst other benefits, BT’s latest embrace of Ciena’s Blue Planet network software platform is set to streamline Group-wide broadband provision. Read more…