Tag: telecom

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.

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.

Morrisons case sends shudders around UK enterprise market

High Court says that enterprises are liable for the actions of employees, even if they’ve taken adequate provision and there’s no financial loss.

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

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.