All Customer experience (CX) articles – Page 4
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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.
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Strategy & ChangeElsewhere in Vodafone Group: Vodafone Business goes digital
Vodafone Business goes digital on customer experience; SD-WAN adoption hits bumps; telcos team up on handset eco-ratings.
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Venturing & InvestmentsShopper tracking startup earns Wayra investment and O2 deal
Wayra UK dials up London-based startup’s already substantial financing. Investment sets the stage for a “multi-million-pound” retail partnership with the Group’s UK operator.
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Suppliers & SCMNPS revival makes for happy shopping at Vodafone’s VPC
Digital transformation at Vodafone’s procurement unit said to have driven positive Net Promoter Scores for user experience. VPC says it is now faster, more efficient, and has “happy” purchase orders. Process mining and machine learning driving further efficiencies.
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Partnerships & AlliancesO2 adopts ‘conversational’ AI-based platform
Operator purchases three-year licence, with AI tech set to support long-term aim of becoming CX “champion”.
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Partnerships & AlliancesBT taps into Salesforce on enterprise CX
BT’s Amit Sharma provides insights into the Group’s collaboration with Salesforce on the implementation of Open APIs. Aim is to create a more automated, digitally-led customer experience for enterprises. Project sees adoption of iterative approach, with less ‘big bang’.
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Suppliers & SCMAtento targets ‘reshaped’ Telefónica relationship
Contact centre operator Atento claims largest share of Telefónica CX spend. As Atento-Telefónica MSA expiration nears, the priority is to “earn” business from the operator going forward. Telefónica eyes CX digitalisation in ongoing operational efficiency drive.
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Partnerships & AlliancesTelefónica|Vivo opts to join Dotz for further five years
Vivo extends collaboration with long-time customer loyalty partner, with focus on achieving retention boost. Brazilian operator also eyeing stake in Dotz. Amazon and Apple join Vivo in Dotz partner ecosystem.
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Vendor VoiceTeradata: telco leaders must step up to seize data opportunity
Breaking down silos to seamlessly orchestrate data can deliver a virtuous circle of customer improvement and operational efficiency, presenting a springboard for a strategic reboot. In adopting tech sector business models, telcos have yet to fully grasp the value of their data assets, with coordination acting as a powerful ...
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PeopleT-Mobile CIO Cody Sanford exits amid IT–digital reshuffle
Cody Sanford, Chief Information Officer and Chief Product Officer at T-Mobile US, is set to leave to pursue “external opportunities”. Chief Operating Officer Brian King steps into CIO vacancy. Wider reshuffle flagged to support new digital strategy.
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PeopleTransformation guru Baumann joins Vodafone Germany
Former Microsoft transformation lead Heide Baumann named Director, Commercial Operations at German operator. Brings experience from BT, Liberty, and Three to Vodafone.