All Customer experience (CX) articles – Page 5
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Suppliers & SCMBT taps Qlik for data analytics prowess
BT aims to create a ‘data-literate workforce’ to improve how it exploits its vast troves of customer data for up-selling opportunities.
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Partnerships & AlliancesTPG deepens Genesys ties
TPG projects opex savings of AU$ 3m after moving all customer contact channels to cloud-based platform. Genesys now appears firmly entrenched within the Group, with VfD a key user.
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Partnerships & AlliancesVodafone claims personalisation progress
Adobe and Persado technology used in conjunction to send out curated text which produced “double-digit” uplift in conversion rates. Personalisation, driven by big data, is a “key strategy” for VfIt’s ongoing churn-reduction and CRM efforts.
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Suppliers & SCMAtento eyes renewed Telefónica relationship
Former Group subsidiary indicates it is discussing a refresh of partnership. COVID-19 takes a toll on Atento Q2 revenue.
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Strategy & ChangeDeutsche Telekom’s OneApp undergoes big data revamp
Data-handling turnaround to gain more insights from self-care app. New big-data solution supported by AWS and assortment of software tools.
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Suppliers & SCMConduent to tidy O2 Germany’s mailroom
US-based mailroom digitiser brought in to support goals to become CX and digital champion.
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M&AVHA starts new slate as TPG Telecom
Berroeta keeps CEO role post-merger; Teoh watches on closely as non-executive Chairman. Mobile and fixed network “synergies” a priority. Vodafone brand sits alongside slew of TPG sub-brands.
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PremiumElsewhere in BT Enterprise: ContactEngine partnership gets praise
Innovation leader Millard stresses enthusiasm for automation and digitisation in customer support.
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Products & ServicesVodacom moves benefits scheme to next phase
Vodacom aims to boost revenue by offering SwitchedONBenefits to businesses, supported by Australian partner Mobecom.
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OperationsVodacom brings in TechM to push automation
Services and systems integrator exploring ways to take bot-based task handling to next level.
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Products & ServicesVodacom goes 4WD for consultancy venture
SA providers Letsema and Urbian tied on Digital Smart Service play, joining international heavweights Accenture and Deloitte.
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PremiumTelefónica Tech people movements, April 2020
Benjamins to lead strategic direction of Group on AI and data.
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PremiumBT Sport rolls out app updates
BT Sport rolled out an update to its Android and iOS applications with the aim of making navigation easier.
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PremiumCisco flaunts TMUS contact centre technology
Cisco Systems flaunted a contact centre technology engagement with TMUS during its recent Cisco Live Barcelona customer event.
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Vendor VoiceInterview: NETSCOUT’s journey across telco border
Massachusetts, US-based vendor tapping into themes of cloud infrastructure, cost efficiency, and churn reduction. Lightening of product portfolio, through disaggregation, enabling expansion into new use-cases around security, CX, bid data, and enterprise IoT. Cost-conscious Vodafone an early mover on shift away from integrated hardware/software.
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PremiumBT Consumer completes customer service onshoring
BT Consumer flagged completion of the onshoring of all its customer service contact centres, which it claimed was ahead of a previously declared deadline of 31 December 2020.
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Public AffairsOfcom’s quarterly complaints report good news for EE
Ofcom’s quarterly Telecom and Pay TV Complaints report revealed comparatively positive numbers for BT Consumer’s fixed broadband and landline offerings, but mixed results in mobile, with EE excelling compared with a struggling BT Mobile.
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PremiumAmdocs tapped for effort to unclog Vodafone’s Spanish sales funnel
Vodafone Spain to do deeper dive into customer journeys. News fits a trend of Amdocs showcasing its presence across the Group.
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PremiumContactEngine and BT Enterprise in award-winning partnership
BT Enterprise and ContactEngine, in partnership to create AI-based conversations, win at UK Customer Experience Awards 2019.
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PremiumT-Mobile Netherlands rep tarnished after internet traffic routing disaster
T-Mobile Netherlands (TMNL) ignited a storm on Twitter and online forums over what appears to have been a disastrous and short-lived attempt to route fixed and mobile internet traffic via Deutsche Telekom’s (DT) node in Germany, rather than locally through the Amsterdam Internet Exchange (AMS-IX).