Category: Opinion

What B2B telcos can learn from automotive manufacturers

Automotive firms have moved beyond products to experience-oriented service

US update – 5G, net neutrality and privacy

AT&T and Verizon reinvent themselves, Big Tech is hauled over the coals, industry waiting for DC Court judgement, T-Mint clears next round of hurdles

Greenland says no to Trump, but yes to OneWeb

OneWeb announces progress in new polar satellite service for increased connectivity for businesses and homes

Why ‘contact us’ is a digital no-no

‘Contact us’ pages are one of the most viewed on enterprise websites, and yet all too often they deliver a poor impression of companies and a bad experience to customers

UK reviews use of Chinese equipment in its networks

Huawei’s role in European networks continues to be questioned, as EU and GSMA also weigh in.

Are we there yet? Why it’s time to consign digital transformation to history

Saying you’re digitally transforming in 2019 is like saying you power your company with steam

Video is taking over the B2B world – what are you doing to capitalise on it?

B2B businesses are increasingly using video to engage customers and employees – presenting new opportunities to B2B service providers.

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.

Anglian Water is best place to work in UK – what does that say for telcos?

Employee satisfaction and customer satisfaction go hand in hand. How do telecoms firms measure up?

Most digital transformation projects fail – so what!

If it’s true that 90%+ of digital transformation projects fail, what does this mean for the telecoms industry?

Transforming technology doesn’t transform relationships

Trust is an essential ingredient for success in the experience economy, but service providers are still coming up short in this area.

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.