Customer experience

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Roaming revisited – why there's still money in dem der bills

Roam Like Home is reducing the number of silent roamers, encouraging active usage and heralding tariff innovation for business customers. But mobile operators still have to ensure not to billshock valuable business travellers.

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.

What's the real difference between Manchester and Sheffield? You're more likely to get paid on time in Manchester

FreeAgent reveals the results of a study of microbusiness payments, revealing big problems for UK SMEs.

Public sector update: Australians disappointed, Brits increasingly satisfied, Estonians already digital

Find out how e-government is progressing in Australia, UK and Estonia

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