All Customer experience (CX) articles – Page 2
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Partnerships & AlliancesBT Digital adds Blue Planet to OSS overhaul, automation team
Delivering “dramatic simplification” amongst other benefits, BT’s latest embrace of Ciena’s Blue Planet network software platform is set to streamline Group-wide broadband provision. Read more…
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Strategy & ChangeDT bosses tap into Asian experience on customer-centricity and tech development
Group’s Chief Executive Timotheus Höttges cites visit to tech partner SK Telecom as highlight of trip to region, while Europe Head Dominique Leroy travels to India to meet with software development partners.
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Products & ServicesIn depth: BT’s Kevin Lee on Aimee becoming EE’s AI ‘superhero’
BT Consumer Chief Digital Officer Kevin Lee tells the story of Aimee’s journey from fledgeling with “limited skillset”, to becoming EE’s ‘superhero’. Exec highlights importance of Aimee as a co-pilot for EE customer support, with operator aiming to assist all agent conversations with chatbot beyond 2025.
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Products & ServicesVodafone Turkey gives TOBi a voice as automation drive continues
New feature intended to strengthen chatbot’s ease of use and minimise difference in customer experience between digital assistant and live representative.
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EventwatchInterview: UK altnet Hyperoptic boosts CX in full-fibre take-up drive
In an interview with TelcoTitans, Dana Tobak, founder and CEO of Hyperoptic, shares how financial discipline guides the UK altnet.
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Strategy & ChangeBT looks to AI for ‘next billion’ value opportunity
DTW23 - Ignite: Harmeen Mehta takes BT’s transformation agenda beyond early targets with support from AI, eyes the “next billion” for the Group, and says operator’s radical transformation will define BT’s growth for the next decade.
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OperationsMovistar to close last of its call centres in Spain
Operator initiates restructuring exercise to close four remaining customer contact centres, in the face of falling demand for telephone customer service channel.
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Strategy & ChangeVodafone UK to ship customer care overseas
Portion of customer care operations set to be transferred to _VOIS Egypt and contact support specialist Webhelp in South Africa.
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Innovation (R&D)Generative AI can ‘cut months’ from transformation, says BT
BT’s CDIO Harmeen Mehta: generative AI can cut “months, if not years out of our transformation”, but only if you “get to the tail”.
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Strategy & ChangeTelekom Deutschland scopes out strategies to drive green progress
German mobile network operators exploring how to balance energy-saving measures with a good network experience.
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Strategy & ChangeTPG to cull brands as integration gives way to simplification
CEO Iñaki Berroeta announces multi-year simplification programme that aims to establish a “leaner, nimbler” TPG Telecom.
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Enterprise (B2B)Vodafone Turkey removes physical layer, embraces AI
Vodafone Business moves physical sales channels to digital medium in effort to improve CX in Turkey.
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Suppliers & SCM‘Data is everything’: Quantexa supports Vodafone CX revamp
Vodafone’s Chief Data Officer Miryem Salah says Quantexa partnership is underpinning customer experience transformation project in the UK.
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Suppliers & SCMT-Mobile turns to Amdocs for FWA customer support
T-Mobile signs up for Amdocs’ Home Operating System to support 5G Home Internet.
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OperationsCityFibre gets proactive on eliminating fault frustration
While ultrafast fibre connectivity is increasingly essential for business and consumers, service standards haven’t remotely kept pace.
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Financial & PerformanceQ2 FY23: Telefónica to navigate via ‘GPS’ in next strategic cycle
Growth, profitability, and sustainability are key focus areas as Group preps vision for cash flow growth in the period to FY26. Learn more about the upcoming strategy update being concocted with McKinsay that was outlined with the Q2 results…
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PremiumVodafone Q1 FY23-24 Spend: brand voice earns price hike reinvestment
Reinvestment kicks in for Vodafone after index‑linked price increases, benefitting marketing budgets.
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Public AffairsOfcom prods Virgin Media O2 over customer cancellation struggles
Ofcom launches investigation into Virgin Media O2 after customers report service cancellation difficulties.
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Public AffairsCan’t get much broadband satisfaction in UK — Which?
EE and Virgin Media O2 among worst-performing broadband providers, according to latest Which? survey. Poor UK broadband report card comes on heels of massive mid-contract hikes.
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Partnerships & AlliancesVirgin Media O2 goes for a Song with new user loyalty engine
UK operator picks Accenture’s digital services arm to help rethink and refresh customer interactions.