Ofcom

Billing, bundling & pricing, Customer experience Teresa Cottam Jun.16.2022

Number portability: text-to-switch isn’t working

The new text-to-switch service is frustrating and doesn’t fulfill Ofcom’s objectives

Billing, bundling & pricing, Digital service providers Teresa Cottam Nov.26.2021

Are UK CSPs ready for changes in billing and notification requirements?

Over the next 12 months UK customers will get new rights that affect key processes such as billing and termination. But will the industry grasp the opportunity to transform their relationship with customers or do the bare minimum to comply?

Customer experience, Digital service providers Teresa Cottam May.10.2021

Ofcom says UK CSPs need to do more to tackle customer service problems

UK regulator provides snapshot of how service providers performed during coronavirus crisis

Digital service providers, Networks Teresa Cottam Jan.27.2021

Mobile operators co-operate to boost rural coverage in UK

First stage of SRN is announced. Will see 222 new mast sites being built

Digital service providers Teresa Cottam Dec.18.2020

Ofcom report reveals growing divide between broadband have and have nots

While 27% of households have access to gigabit capable networks, some in rural areas can’t get 10Mbit/s and the unlucky few can’t get either 10Mbit/s broadband or 4G

Billing, bundling & pricing, Customer experience Teresa Cottam Dec.16.2020

The importance of empathy, effective communication & engagement

Don’t turn your CSRs into bots, trust their judgement and empathy to enhance your brand through better customer care when it’s really needed

Market intelligence Teresa Cottam Feb.20.2020

UK’s DCMS announces £65 million for 5G projects

9 projects announced across the UK

Customer experience, Cybersecurity, privacy and trust Morgan Lewis Feb.12.2020

Dawes new Head of Ofcom, as the regulator adds the policing of social media to its remit

Regulator handed the role as government considers Online Harms Bill

Customer experience, Key trends & innovation Morgan Lewis Jan.13.2020

Ofcom pushes for fairer pricing for UK customers

Ofcom’s latest pricing trends report found that UK consumers pay less that in France, Germany, Italy, Spain and the US for their services, with the average cost of mobile calls, text and data packages (ARPU) now £13 per month, which is £2 lower than in 2018. Although the report focuses […]

Customer experience, Market intelligence Morgan Lewis Nov.07.2019

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?