All Customer/User experience (CX/UX) articles – Page 2
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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…
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Strategy & ChangeDT bosses tap into Asian experience on customer-centricity and tech development
Group’s Chief Executive Timotheus Höttges cites visit to tech partner SK Telecom as highlight of trip to region, while Europe Head Dominique Leroy travels to India to meet with software development partners.
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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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Products & ServicesVodafone Turkey gives TOBi a voice as automation drive continues
New feature intended to strengthen chatbot’s ease of use and minimise difference in customer experience between digital assistant and live representative.
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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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Strategy & ChangeBT looks to AI for ‘next billion’ value opportunity
DTW23 - Ignite: Harmeen Mehta takes BT’s transformation agenda beyond early targets with support from AI, eyes the “next billion” for the Group, and says operator’s radical transformation will define BT’s growth for the next decade.
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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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Innovation (R&D)Generative AI can ‘cut months’ from transformation, says BT
BT’s CDIO Harmeen Mehta: generative AI can cut “months, if not years out of our transformation”, but only if you “get to the tail”.
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Strategy & ChangeTelekom Deutschland scopes out strategies to drive green progress
German mobile network operators exploring how to balance energy-saving measures with a good network experience.
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Strategy & ChangeTPG to cull brands as integration gives way to simplification
CEO Iñaki Berroeta announces multi-year simplification programme that aims to establish a “leaner, nimbler” TPG Telecom.