All Customer/User experience (CX/UX) articles – Page 4
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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 ...
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Vendor VoiceCiena: Adapting the network mindset for the new digital world
Speaking to TelcoTitans’ Vendor Voice, key figures within Ciena underline the foundational role of networks in transitioning to the digital platform future that is now permeating telcos’ operational and customer functions. However, they also note that the embrace of models more familiar in an IT setting is causing some ...
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Strategy & ChangeElsewhere in Openreach: outage disrupts ISP sales
Systems outage disrupts ISP sales functions; Openreach pilots Dutch Witch drills; new engineer training centre opens in Wales.
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PremiumElsewhere in BT Global: ThousandEyes tool integrated
Cisco-owned network intelligence tool integrated; emergency alert system contract bagged.
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Suppliers & SCMTDE's Yext engagement bears fruit
German NatCo flags digital customer support improvements. Yext says telco is a user of its Listings and Reviews products, among others.
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Innovation (R&D)Froment-Curtil highlights TOBi’s expanding role amid digital focus
TOBi now present in 15 Vodafone markets, although maturity of deployments varies. Aim is for TOBi to take over 100% of inbound conversations and limited sales transactions. Froment-Curtil sets out his stall as Group CCO.
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Vendor VoiceTeradata: Telcos can’t afford to wait on CX digitalisation
Telco investment in best-in-breed tools has embedded data silos that need to be opened to complete the customer picture in a data-driven environment. Recent financial sector experience demonstrates that focus on a holistic and cloud-enabled view of the customer, and not individual product lines, is an essential element of ...
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Enterprise (B2B)Safaricom upping B2B ante with new marketplace
Kenyan operator looking to connect better with small business requirements. Move furthers Safaricom’s “fintech-anchored” digital growth strategy.
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PremiumElsewhere in BT Consumer: CNN cut from BT TV
BT Sport expands cricket portfolio; CNN news channel removed from BT TV; Fibre altnet exec raises concerns over nature of FTTP marketing.
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PremiumAtento notches growth in Telefónica CX relationship
Former Telefónica subsidiary Atento flags growth in Telefónica revenue as numbers return to pre-pandemic levels. Contact centre operator’s increased interest in ‘Multisector’ business not yet fulfilling revenue diversification ambitions, with Telefónica contract expirations looming.
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PremiumVodafone and Amdocs go again on CX improvement
Group-wide partner tapped to deliver CRM upgrade for Spanish OpCo. Tie-up marks an expansion of previous CX-oriented arrangement. Focus on helping facilitate Vodafone Spain’s “TechCo” transition and cost reductions.
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PeopleGroves comes up inside track to lead VM O2 marketing
Former Tesco Mobile CMO to lead on VM O2 brand and marketing as two prime candidates depart. Veteran Groves set to push for a more holistic approach to customer experience across the merged business.