All Customer experience (CX) articles – Page 3
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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.
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Strategy & ChangeCityFibre: service problems are inevitable; failing your customers is not
The real mettle of a business is often exposed when something goes wrong for the customer.
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PremiumBT builds up contact centre offering with partner duo
BT extends partnership with Five9 and ServiceNow to provide Business services.
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PremiumAmdocs wins more new business from T-Mobile US
T-Mobile signs up for Amdocs Commerce & Care and Monetization suites.
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Financial & PerformanceVodafone FY22–23: Della Valle to bring Group “back to basics” with business-first approach
New CEO wants Group turnaround to build on existing strengths in B2B while fixing customer experience declines.
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PremiumTelefónica cements customer service links with ex-subsidiary Atento
Telefónica renews Master Services Agreement with Atento in Spain, Brazil, and Hispam until the end of 2025.
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Vendor VoicePega: Bridging the Digital Skills Gap Faster with Low-Code
Operators are correctly pursuing digitalisation strategies, but continued siloing risks customers becoming “stuck” between teams or channels, warns Pega.
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PremiumVodafone renews Currys deal with focus on broadband
“Multi-year” extension sees Currys retain Vodafone as its ‘exclusive’ MNO partner.
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Partnerships & AlliancesT-Mobile taps Salesforce for ‘next-generation’ CX vision
Salesforce flags ‘transformational’ deal signing.
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PremiumGoogle Cloud flags TMUS tie-up on customer care
US NatCo to use AI and data analytics technology to improve customer relationships.
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PremiumElsewhere in Germany: O2 apologises for November outage
Mixed network news as O2 loses its voice, but trumpets 5G progress.
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PremiumTelefónica people moves: CX in the spotlight with Group wide digital hub
CX transformation projects lead to related appointments.
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OperationsVodafone flags German shop closures
Recalibrating German business to axe portion of retail network amid declining footfall.
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PremiumElsewhere in Telekom Deutschland: adam&eve to work alongside DDB
Telekom Deutschland channels adam&eve to up creativity; MagentaTV boosts RTL+.
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Strategy & ChangeTelekom Deutschland to change tariffs in fight against ‘cheap is cool’ mentality
TDE Sales & Service lead Ferri Abolhassan says tariffs will be restructured later this year. Customer satisfaction a priority, with service identified as a key differentiator.
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PremiumElsewhere in Telekom Deutschland: testbeds built at hubraum in Berlin
IoT partnerships signed with Murata and Nowi, with Omniflow smart city tie-up demoed at MWC.
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Partnerships & AlliancesGenesys partnered for speech-based AI bot
TPG ties with Genesys and Google Cloud to launch an “upgrade” to its Vodafone TOBi chatbot. NLP integration set to improve voice channel triaging, with sales role touted in a future deployment.
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Enterprise (B2B)Dublin up: BT Ireland relocates B2B support
Move of service desk ops furthers expansion of BT’s workforce in Dublin. Transfer forms latest step in long-running customer experience transformation programme. Deep-Insight advising BT Ireland on customer-centric strategies.
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Vendor VoiceInterdependence Day — taking testing out of the lab
Test and assurance specialist Spirent spoke to TelcoTitans’ Vendor Voice and highlighted how the ongoing reinvention of telecoms networks is necessarily being accompanied by a reset regarding resilience. With cloud-native services and applications becoming the new standard as next-generation networks gain prominence, Spirent is urging operators to ‘take testing ...