There are great benefits to service providers in deploying bots – but only if they do it wisely.
To succeed, innovation also has to be clearly communicated at both the marketing and billing communications levels.
Too many companies fail at the first level of personalisation. Here’s why.
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
While a useful tool, AI is not a panacea for all an organisation’s ills
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.
FreeAgent reveals the results of a study of microbusiness payments, revealing big problems for UK SMEs.
Find out how e-government is progressing in Australia, UK and Estonia
How can service providers meet the needs of new customer expectations – free report.
Sector is second worst overall. MVNOs perform better than network operators
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.
Moving beyond silos of customer experience means creating a coherent digital experience.
Digital experience is not just about service but is made up of four main elements – network, product, commercial and service experiences.
DX, CX and UX are the buzz words of the moment. How are they related?
Is the division between B2B and B2C still relevant and useful?