All Customer/User experience (CX/UX) articles
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Financial & PerformanceVodafone Romania advances in Telekom asset integration
Operator says customer migration and network consolidation after TRMC asset buy is progressing ahead of schedule, but “higher competitive intensity” has seen a decline in customer numbers and continued pressure on ARPU…
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Venturing & InvestmentsWayra backs MITO AI as it pursues value-focused vision
Telefónica’s venturing division backs generative AI content platform provider as a startup “capable of generating value” for the Group, in line with new strategic focus.
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PeoplewatchOrange Peoplewatch: Group reconfigures AI and cloud leadership
July 2026 edition: 25+ recent senior and strategic leadership changes at Orange, including the Group switching out its AI chief, a series of moves to fill out the newly created Unified Cloud Platform division, and an Executive Committee overhaul at Orange Jordan.
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OperationsVodafone Turkey spins up Data & AI hothouse
OpCo combines multiple teams to create a new Data & AI division, as well as AI Board to speed up evaluation and execution of AI initiatives. Decision comes as operator continues to serve as a key AI testbed as part of Vodafone Group’s wider strategy for the technology…
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Public AffairsVirgin Media O2 hit with £28m fine over contract cancellation failings
UK watchdog issues “largest ever fine” under consumer protection rules after finding that VM O2’s ‘two-tier’ agents system and tactics served to delay or prevent customer switching. Fine comes after operator has invested in significant user experience improvements, following separate pushback over consumer practices…
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Operations‘Reimagine, rethink, rewire’: BT wants AI to go beyond mere cost-cutting
DTW Ignite: Peter Leukert, Claire Gillies, and Gabriela Styf Sjöman showcase BT’s effort to get to the true value of AI: new revenue streams, strengthened customer trust, and reimagined network operations…
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Partnerships & AlliancesHrvatski Telekom infuses AI into enterprise biz with Beyond Now
Croatian operator to use Beyond Now solutions suite to create new capabilities for enterprise customers and internal teams. Telco targets operational efficiencies and user experience improvements, as CEO Nataša Rapaić seeks to accelerate AI adoption in line with parent Deutsche Telekom’s broader strategy…
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Strategy & Changegiffgaff preps fintech side hustle as new CEO eyes deeper customer ties
MVNOs World: Innovative MVNO’s boss Kate Dohaney sees telco connectivity as mere ‘table stakes’ in the AI era and is exploring new routes towards value creation, including events, financial services, and education.
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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.
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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.
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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.
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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…
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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.
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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…
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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.
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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.
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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.
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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.
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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…
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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…