Customer experience bottlenecks still throttling good digital experience
CSPs are facing huge changes in technology, customer expectations and market segmentation so why are so many customers still receiving a bill that’s essentially the same as it was ten years ago?
New packages, prices and lots of change make customer communications more important than ever
Recent research from industry analysts Omnisperience found that 84% of communications service providers (CSPs) intend to invest in improving their bill communications. But what are bill communications and what needs to change?
Featuring interviews, advice and views for telecoms service provider, vendors, thoughts leaders and large enterprises
‘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
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
While a useful tool, AI is not a panacea for all an organisation’s ills
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.
We’re operating in a trust economy, but how well is your brand doing?