All Customer experience (CX) articles – Page 3
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Vendor VoicePega: Bridging the Digital Skills Gap Faster with Low-Code
Operators are correctly pursuing digitalisation strategies, but continued siloing risks customers becoming “stuck” between teams or channels, warns Pega.
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PremiumVodafone renews Currys deal with focus on broadband
“Multi-year” extension sees Currys retain Vodafone as its ‘exclusive’ MNO partner.
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Partnerships & AlliancesT-Mobile taps Salesforce for ‘next-generation’ CX vision
Salesforce flags ‘transformational’ deal signing.
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PremiumGoogle Cloud flags TMUS tie-up on customer care
US NatCo to use AI and data analytics technology to improve customer relationships.
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PremiumElsewhere in Germany: O2 apologises for November outage
Mixed network news as O2 loses its voice, but trumpets 5G progress.
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PremiumTelefónica people moves: CX in the spotlight with Group wide digital hub
CX transformation projects lead to related appointments.
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OperationsVodafone flags German shop closures
Recalibrating German business to axe portion of retail network amid declining footfall.
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PremiumElsewhere in Telekom Deutschland: adam&eve to work alongside DDB
Telekom Deutschland channels adam&eve to up creativity; MagentaTV boosts RTL+.
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Strategy & ChangeTelekom Deutschland to change tariffs in fight against ‘cheap is cool’ mentality
TDE Sales & Service lead Ferri Abolhassan says tariffs will be restructured later this year. Customer satisfaction a priority, with service identified as a key differentiator.
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PremiumElsewhere in Telekom Deutschland: testbeds built at hubraum in Berlin
IoT partnerships signed with Murata and Nowi, with Omniflow smart city tie-up demoed at MWC.
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Partnerships & AlliancesGenesys partnered for speech-based AI bot
TPG ties with Genesys and Google Cloud to launch an “upgrade” to its Vodafone TOBi chatbot. NLP integration set to improve voice channel triaging, with sales role touted in a future deployment.
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Enterprise (B2B)Dublin up: BT Ireland relocates B2B support
Move of service desk ops furthers expansion of BT’s workforce in Dublin. Transfer forms latest step in long-running customer experience transformation programme. Deep-Insight advising BT Ireland on customer-centric strategies.
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Vendor VoiceInterdependence Day — taking testing out of the lab
Test and assurance specialist Spirent spoke to TelcoTitans’ Vendor Voice and highlighted how the ongoing reinvention of telecoms networks is necessarily being accompanied by a reset regarding resilience. With cloud-native services and applications becoming the new standard as next-generation networks gain prominence, Spirent is urging operators to ‘take testing ...
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Vendor VoiceCiena: Adapting the network mindset for the new digital world
Speaking to TelcoTitans’ Vendor Voice, key figures within Ciena underline the foundational role of networks in transitioning to the digital platform future that is now permeating telcos’ operational and customer functions. However, they also note that the embrace of models more familiar in an IT setting is causing some ...
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Strategy & ChangeElsewhere in Openreach: outage disrupts ISP sales
Systems outage disrupts ISP sales functions; Openreach pilots Dutch Witch drills; new engineer training centre opens in Wales.
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PremiumElsewhere in BT Global: ThousandEyes tool integrated
Cisco-owned network intelligence tool integrated; emergency alert system contract bagged.
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Suppliers & SCMTDE's Yext engagement bears fruit
German NatCo flags digital customer support improvements. Yext says telco is a user of its Listings and Reviews products, among others.
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Innovation (R&D)Froment-Curtil highlights TOBi’s expanding role amid digital focus
TOBi now present in 15 Vodafone markets, although maturity of deployments varies. Aim is for TOBi to take over 100% of inbound conversations and limited sales transactions. Froment-Curtil sets out his stall as Group CCO.
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Vendor VoiceTeradata: Telcos can’t afford to wait on CX digitalisation
Telco investment in best-in-breed tools has embedded data silos that need to be opened to complete the customer picture in a data-driven environment. Recent financial sector experience demonstrates that focus on a holistic and cloud-enabled view of the customer, and not individual product lines, is an essential element of ...
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Enterprise (B2B)Safaricom upping B2B ante with new marketplace
Kenyan operator looking to connect better with small business requirements. Move furthers Safaricom’s “fintech-anchored” digital growth strategy.