All Customer/User experience (CX/UX) articles
-
Partnerships & AlliancesTCS ‘more than a systems integrator’ as Vantage completes AI-powered platform rollout
Tobias Steinig, Chief Digital Officer at Vantage Towers, says LIRA platform now live across ten-market footprint, aimed at simplifying landlord interactions to create operational efficiencies and accelerate go-to-market.
-
Analyst BriefingDeutsche Telekomwatch: All-action on AI
Analyst Briefing: DT’s AI-led sales and savings drive sees the announcement of initiatives focused on automated network optimisation, fresh B2B tie-ups with the likes of n8n, Scheer Group, and SupplyOn, and the addition of a new AI supremo in India. Elsewhere, we look at how the Group and other telcos are responding to the challenge posed by disruptive travel eSIM providers.
-
OperationsVodafone infuses AI live translation into European call centres
Operator teams up with CAMB.AI to expand live translation software across European call centre footprint. The tie-up sees Vodafone continue to integrate AI systems within its call centres, aiming to accelerate complaint resolution and improve customer experience.
-
Partnerships & AlliancesVirgin Media O2 trials telco cloud voice-enhancement with Mavenir
Mobile core network software seeks to improve call clarity for users with hearing loss as well as enhancing customer experience. Move sits within £1.4bn Mobile Transformation Plan and backdrop of other operators also turning to 5G standalone and AI to restore voice as a value add…
-
Products & ServicesDT adds n8n’s workflow software to growing AI enterprise portfolio
Operator adds AI-powered workflow automation platform from investment n8n to its enterprise portfolio, as the Group continues push to create “full suite” of AI products for business customers.
-
PeoplewatchBT Peoplewatch: Plusnet chief expands brief as multi-brand strategy makes mark
June 2026 edition: BT taps the banking industry for digital and transformation expertise; the renewed multi-brand strategy prompts pivots at Consumer; Openreach beds in nascent CX division; and a Data & AI vacancy opens up at BT Digital…
-
Network & InfraT-Mobile leverages AI to adapt to data demand surges
Operator launches AI-powered Dynamic CX platform to tackle network congestion during public events, mirroring solutions that parent Deutsche Telekom has been developing in Germany.
-
Strategy & ChangeCapita: rewired for agentic AI, and inviting telcos onboard
Interview: With hyperscaler alumni now at the helm and Snowflake Intelligence embedded in its AI Catalyst Stack, Capita is betting that agentic will redraw the economics of the contact centre. Chief AI & Product Officer Sameer Vuyyuru explains why telcos should be watching closely.
-
PeoplewatchDeutsche Telekom Peoplewatch: digital and fibre leadership rejigs at T-Mobile
The latest roundup of DT people moves sees change in the leadership of growth initiatives at T-Mobile US, as Chief Product & Digital Officer Omar Tazi steps down and fibre joint venture Lumos confirms its new Chief Executive. AI hiring remains high on the agenda with new senior appointments at T-Systems and T-Mobile Poland.
-
Strategy & ChangeFrom danger zone to digital powerhouse: Kearney maps Europe’s path to telecom recovery
Analysis: Europe’s telecoms sector has built extensively but failed to monetise, risking stagnation without urgent structural intervention. Kearney’s comprehensive diagnostic guides on how regionalisation, network resilience, strategic private finance partnerships, and other remedies can revitalise the sector’s finances and the continent’s digital economy.
-
Partnerships & AlliancesOpen Dutch Fiber outsources infra management in strategy shift
Dutch altnet offloads responsibility for passive infra management in north of the country to services group Circet. The deal is the provider’s second outsourcing deal in 2026, as it seeks ways to deliver fibre more efficiently and direct freed resource towards go-to-market…
-
Network & InfraThe network autonomy dividend (when telcos replace tech milestones with business outcomes)
Are theoretical autonomy frameworks distracting telcos from real business results? Vodafone, Elisa, Telenor and Mavenir leaders are shifting the industry narrative from operational efficiency to scalable, intent-based revenue generation…
-
Network & InfraVM O2 says AI and digital twin are solving fixed network faults faster
UK operator is reducing its fixed network back‑office workload and speeding fault resolution through automated decisioning, having revamped its data architecture to support quicker insight and action…
-
Financial & PerformanceBrazil’s Vivo calls on AI to aid fight with inflation
Chief Executive Christian Gebara surveys “vast number of opportunities” from AI tech, including an upcoming major customer support revamp, as operator seeks to restrict inflation impact on margin.
-
Products & ServicesSafaricom’s super app social media nightmare serves as cautionary tale
Kenyan operator’s rollout of its converged My OneApp has triggered a reputational crisis through app failures, forced migration, and delayed response.
-
PeoplewatchDeutsche Telekom Peoplewatch: Höttges shores up Board of Management with deal renewals
The latest roundup of DT people moves sees three top bosses sign up to new contracts and provide some steadiness and security after the recent sudden resignation of tech chief Abdu Mudesir. While greenlighting those deals, the Group’s Supervisory Board completes a tech-focused refresh of its own ranks. Elsewhere, T-Systems fills out its newly elevated defence unit and T-Mobile Poland and Telekom Deutschland make senior tech appointments.
-
OperationsOpenreach onboards AI agents in bid to cut missed appointments
Customer service lead Chris Herbert talks up ‘unified, proactive, AI-powered’ customer engagement strategy, underpinned by NiCE agents.
-
Strategy & ChangeVodafone Portugal playbook: transforming telecom payments from utility to strategic differentiator
Case study explores how Vodafone Portugal partnered CMAS to overhaul legacy back office infra with w2bill streamlining workflows, securing sovereign data, accelerating time-to-market, and driving a thousandfold increase in monthly digital transactions.
-
PeoplewatchOrange Peoplewatch: Group switches out security chief
The latest roundup of senior people moves at the French telecoms giant, including the appointment of a fresh Group-wide security chief to drive forward its trust-building mission, and a CTO switch-out in the telco’s domestic market.
-
Partnerships & AlliancesDT picks Greece as first stop for Syntelligence AI venture
MWC26: DT already putting its new AI joint venture to work, highlighting integration of Trust Platform fraud prevention solution at OTE. AI competence lead Jan Hofmann highlights Syntelligence as another step towards the Group’s ambition of developing a “full suite” of AI services.