Tag: customer experience
March 2020 podzine
Featuring interviews, advice and views for telecoms service providers and large enterprises
Lightico highlights impact of COVID-19 on businesses’ new digital requirements
Reveals impact of shutdown on digital lifestyle, consumer expectations and business implications
MTN standardises planning tools across group and upgrades BSS
MTN renews software systems as it transitions to being a digital service provider
Orange invests EUR1.5 billion to train staff, but goes soft on engagement skills
Human-based customer engagement still a critical factor for success
Good news for Telecoms & Media as it bucks the trend on CSAT
Sector is only one to improve on January 2019 scores
Security-conscious customers need more information from the companies they do business with
Having the right product is now only half the battle. Unless customers and prospects are sure you’re secure they’ll go elsewhere – directly impacting your bottom line
Gen Z want safety and respect
Microsoft study shows that young workers and customers are concerned about internet civility
Avenga – the new Marvel(lous) MSP
The merger of four managed service providers creates a significant new player spanning Europe, the US and Asia.
Is the industry ready for new Ofcom end-of-contract regulations?
New Ofcom regulations are due in February 2020 aimed at removing the end-of-contract trap. But are service providers ready to embrace the opportunity presented?
How you can tell your digital transformation is on the wrong track
Too many so-called digital transformation projects are really IT renewal in digital clothing.
When operational efficiency and employee experience clash, everyone loses
As Asda follows rival Sainsbury’s by introducing a controversial new employment contract, Omnisperience looks at why this can damage brands, operational efficiency and revenues
Telecoms through the looking glass: bad deals, bad data, bad customer service
Customer journeys need work, with too much focus still being placed on acquisition rather than retention
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
Tech M snaps up Dynacommerce
Adds omnichannel solution to its expanding portfolio
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.
Why no more paper bills is both a problem and an opportunity
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
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.
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.
