Category: Opinion

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.

Cloud giants are growing impressively, but customers are overpaying for services

Cloud customers are overpaying by $10 billion a year, presenting a great opportunity for B2B service providers.

Digital transformation or digital silo? Why digital should not be just another technology refresh

Digital transformation is failing because it’s being used simply as an excuse for IT renewal or resulting in marketing-led ‘digital skins’. To succeed, it needs to fundamentally alter the DNA of B2B service providers.

Have you incorporated the share economy into your strategy?

Access rather than ownership is a key trend – how is your business supporting this?