Category: digital experience

Forget Brexit, what you need to worry about is Botaggedon

There are great benefits to service providers in deploying bots – but only if they do it wisely.

Study: service providers plan to innovate but must beware of the sting in the tail of innovation

To succeed, innovation also has to be clearly communicated at both the marketing and billing communications levels.

No-one likes anonymous

Too many companies fail at the first level of personalisation. Here’s why.

Customer confusion is costing service providers dearly

Sometimes it’s not just what you say but how you say it that matters. When you don’t communicate clearly, you not only frustrate customers but drive up the cost of clearing up the confusion

The benefits and perils of deploying AI

While a useful tool, AI is not a panacea for all an organisation’s ills

Are you ready for Ofcom’s new proposals on out-of-contract notifications?

New proposals for end-of-contract notifications will affect those supplying SMEs. The consequences will be far reaching for both UK and international service providers.

How is digital transformation affecting the bill?

How can service providers meet the needs of new customer expectations – free report.

Telecoms still trailing on customer satisfaction

Sector is second worst overall. MVNOs perform better than network operators

Trust builds relationship and revenues

Trust takes B2B service providers out of the discounting game. 90% of customers believe a trusted brand delivers high quality and most are prepared to pay more for that.

Why you should forget customer journeys

Moving beyond silos of customer experience means creating a coherent digital experience.

A common pitfall: seeing digital experience as better customer service

Digital experience is not just about service but is made up of four main elements – network, product, commercial and service experiences.

Do you know the difference between DX, UX and CX?

DX, CX and UX are the buzz words of the moment. How are they related?