All Customer experience (CX) articles – Page 4
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Strategy & ChangeDeutsche Telekom to ‘new-skill’ nearly a third of workforce
VP, Digital Transformation Bruné highlights skill upgrades as fundamental to success, pushing “new-skilling” to top of the Group’s strategic priority list. DT aims for 30% uptake of up-skilling programme by 2024.
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PremiumAmdocs extends its reach into Romania
Vodafone Romania to have deeper view of customer journeys in convergence drive. Amdocs continues to showcase its presence across the Group.
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OperationsTPG: no plans to drop Vodafone brand
Telco forced to clarify position on sub-brand strategy amid media speculation. Appointment of former Vodafone NZ exec to see refresh of brand strategy, with focus on driving better customer experience.
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Public AffairsVodafone takes political heat over customer complaints
Ministers scold eir and Vodafone Ireland for poor customer service during pandemic. Following meetings, outage disrupts VfIr data services.
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Vendor VoiceSalesforce Industries: bringing cloud Vlocity to telco CX
As the CRM giant sharpens its focus on telco transformation, Salesforce Industries highlights the need for operators to lose legacy baggage, embrace cultural change, and focus on collaboration to move at digital pace. Experience of acquisition Vlocity demonstrates three trends in telco transformation, from gradual evolution to enthusiastic adoption ...
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Suppliers & SCMBT taps Qlik for data analytics prowess
BT aims to create a ‘data-literate workforce’ to improve how it exploits its vast troves of customer data for up-selling opportunities.
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Partnerships & AlliancesTPG deepens Genesys ties
TPG projects opex savings of AU$ 3m after moving all customer contact channels to cloud-based platform. Genesys now appears firmly entrenched within the Group, with VfD a key user.
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Partnerships & AlliancesVodafone claims personalisation progress
Adobe and Persado technology used in conjunction to send out curated text which produced “double-digit” uplift in conversion rates. Personalisation, driven by big data, is a “key strategy” for VfIt’s ongoing churn-reduction and CRM efforts.
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Suppliers & SCMAtento eyes renewed Telefónica relationship
Former Group subsidiary indicates it is discussing a refresh of partnership. COVID-19 takes a toll on Atento Q2 revenue.
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Strategy & ChangeDeutsche Telekom’s OneApp undergoes big data revamp
Data-handling turnaround to gain more insights from self-care app. New big-data solution supported by AWS and assortment of software tools.
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Suppliers & SCMConduent to tidy O2 Germany’s mailroom
US-based mailroom digitiser brought in to support goals to become CX and digital champion.
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M&AVHA starts new slate as TPG Telecom
Berroeta keeps CEO role post-merger; Teoh watches on closely as non-executive Chairman. Mobile and fixed network “synergies” a priority. Vodafone brand sits alongside slew of TPG sub-brands.
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PremiumElsewhere in BT Enterprise: ContactEngine partnership gets praise
Innovation leader Millard stresses enthusiasm for automation and digitisation in customer support.
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Products & ServicesVodacom moves benefits scheme to next phase
Vodacom aims to boost revenue by offering SwitchedONBenefits to businesses, supported by Australian partner Mobecom.
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OperationsVodacom brings in TechM to push automation
Services and systems integrator exploring ways to take bot-based task handling to next level.
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Products & ServicesVodacom goes 4WD for consultancy venture
SA providers Letsema and Urbian tied on Digital Smart Service play, joining international heavweights Accenture and Deloitte.
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PremiumTelefónica Tech people movements, April 2020
Benjamins to lead strategic direction of Group on AI and data.
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PremiumBT Sport rolls out app updates
BT Sport rolled out an update to its Android and iOS applications with the aim of making navigation easier.
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PremiumCisco flaunts TMUS contact centre technology
Cisco Systems flaunted a contact centre technology engagement with TMUS during its recent Cisco Live Barcelona customer event.
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Vendor VoiceInterview: NETSCOUT’s journey across telco border
Massachusetts, US-based vendor tapping into themes of cloud infrastructure, cost efficiency, and churn reduction. Lightening of product portfolio, through disaggregation, enabling expansion into new use-cases around security, CX, bid data, and enterprise IoT. Cost-conscious Vodafone an early mover on shift away from integrated hardware/software.