All Customer service articles
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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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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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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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Products & ServicesIn depth: BT’s Kevin Lee on Aimee becoming EE’s AI ‘superhero’
BT Consumer Chief Digital Officer Kevin Lee tells the story of Aimee’s journey from fledgeling with “limited skillset”, to becoming EE’s ‘superhero’. Exec highlights importance of Aimee as a co-pilot for EE customer support, with operator aiming to assist all agent conversations with chatbot beyond 2025.
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EventwatchInterview: UK altnet Hyperoptic boosts CX in full-fibre take-up drive
In an interview with TelcoTitans, Dana Tobak, founder and CEO of Hyperoptic, shares how financial discipline guides the UK altnet.
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OperationsMovistar to close last of its call centres in Spain
Operator initiates restructuring exercise to close four remaining customer contact centres, in the face of falling demand for telephone customer service channel.
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Strategy & ChangeVodafone UK to ship customer care overseas
Portion of customer care operations set to be transferred to _VOIS Egypt and contact support specialist Webhelp in South Africa.
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Strategy & ChangeAtento goes private as transformation plan remains ‘on track’
Telefónica-linked customer relationship service provider delisted from NYSE after market cap underperformance.
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OperationsCityFibre gets proactive on eliminating fault frustration
While ultrafast fibre connectivity is increasingly essential for business and consumers, service standards haven’t remotely kept pace.
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Public AffairsOfcom prods Virgin Media O2 over customer cancellation struggles
Ofcom launches investigation into Virgin Media O2 after customers report service cancellation difficulties.
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Public AffairsCan’t get much broadband satisfaction in UK — Which?
EE and Virgin Media O2 among worst-performing broadband providers, according to latest Which? survey. Poor UK broadband report card comes on heels of massive mid-contract hikes.
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Partnerships & AlliancesVirgin Media O2 goes for a Song with new user loyalty engine
UK operator picks Accenture’s digital services arm to help rethink and refresh customer interactions.
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PremiumTelefónica cements customer service links with ex-subsidiary Atento
Telefónica renews Master Services Agreement with Atento in Spain, Brazil, and Hispam until the end of 2025.
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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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PeopleNew DT customer service chief targets complaint rates
Marco Holzwarth replaces Ralf Hoßbach to lead Telekom Deutschland’s complaints management team.
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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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M&AFormer Telefónica business Atento seeks sale — reports
LatAm contact centre operator hires Goldman Sachs to advise on options, with sale on the table, according to Bloomberg. Telefónica partner and former subsidiary sees share price spike on news.
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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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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.