All Customer/User experience (CX/UX) articles – Page 4
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Partnerships & Alliances
Genesys 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 Voice
Interdependence 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 Voice
Ciena: 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 & Change
Elsewhere 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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Premium
Elsewhere in BT Global: ThousandEyes tool integrated
Cisco-owned network intelligence tool integrated; emergency alert system contract bagged.
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Suppliers & SCM
TDE'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 Voice
Teradata: 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.
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Premium
Elsewhere in BT Consumer: CNN cut from BT TV
BT Sport expands cricket portfolio; CNN news channel removed from BT TV; Fibre altnet exec raises concerns over nature of FTTP marketing.
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Premium
Atento notches growth in Telefónica CX relationship
Former Telefónica subsidiary Atento flags growth in Telefónica revenue as numbers return to pre-pandemic levels. Contact centre operator’s increased interest in ‘Multisector’ business not yet fulfilling revenue diversification ambitions, with Telefónica contract expirations looming.
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Premium
Vodafone and Amdocs go again on CX improvement
Group-wide partner tapped to deliver CRM upgrade for Spanish OpCo. Tie-up marks an expansion of previous CX-oriented arrangement. Focus on helping facilitate Vodafone Spain’s “TechCo” transition and cost reductions.
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People
Groves comes up inside track to lead VM O2 marketing
Former Tesco Mobile CMO to lead on VM O2 brand and marketing as two prime candidates depart. Veteran Groves set to push for a more holistic approach to customer experience across the merged business.
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Strategy & Change
Elsewhere in Vodafone Group: Vodafone Business goes digital
Vodafone Business goes digital on customer experience; SD-WAN adoption hits bumps; telcos team up on handset eco-ratings.
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Venturing & Investments
Shopper tracking startup earns Wayra investment and O2 deal
Wayra UK dials up London-based startup’s already substantial financing. Investment sets the stage for a “multi-million-pound” retail partnership with the Group’s UK operator.
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Suppliers & SCM
NPS revival makes for happy shopping at Vodafone’s VPC
Digital transformation at Vodafone’s procurement unit said to have driven positive Net Promoter Scores for user experience. VPC says it is now faster, more efficient, and has “happy” purchase orders. Process mining and machine learning driving further efficiencies.
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Partnerships & Alliances
O2 adopts ‘conversational’ AI-based platform
Operator purchases three-year licence, with AI tech set to support long-term aim of becoming CX “champion”.
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Partnerships & Alliances
BT taps into Salesforce on enterprise CX
BT’s Amit Sharma provides insights into the Group’s collaboration with Salesforce on the implementation of Open APIs. Aim is to create a more automated, digitally-led customer experience for enterprises. Project sees adoption of iterative approach, with less ‘big bang’.
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Suppliers & SCM
Atento targets ‘reshaped’ Telefónica relationship
Contact centre operator Atento claims largest share of Telefónica CX spend. As Atento-Telefónica MSA expiration nears, the priority is to “earn” business from the operator going forward. Telefónica eyes CX digitalisation in ongoing operational efficiency drive.