All Customer/User experience (CX/UX) articles
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Partnerships & AlliancesVodafone rekindles Polkomtel flame with shared services link-up
Polkomtel is back in Vodafone’s off-footprint orbit more than a decade after their previous Partner Markets relationship went quiet, with the pair targeting AI-led customer improvements and new B2B revenue opportunities.
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InterviewEY-Parthenon: in face of disruption, telcos must think differently about differentiation
Analysis: Can telecom operators transcend infrastructure before non-traditional challengers capture the enterprise frontier? Drawing on global C-suite research, this analysis explores why differentiation, agentic architectures and national sovereignty represent the industry’s most viable growth engines, and why defensive cost-cutting will not secure long-term relevance.
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Technology & ITEvent-driven evolution: Boost Mobile and Wavelo pioneer the composable telco
Case study: When Boost migrated nearly eight million subscriber accounts to an event-driven architecture, the operational priority was absolute invisibility. The stealthy overhaul unexpectedly also delivered telecom’s current top prize: an auditable, composable foundation capable of executing agentic AI without risking the core ledger…
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NetworkDT sets 2030 Level 4 autonomy targets as agents get scalable
Group is falling in line with industry expectations, with a target of reaching Level 4 autonomy across significant swathes of its networks by 2030.
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Strategy & ChangeTelefónica remixes home-market and Group responsibilities in latest reorg
Group confirms details of latest overhaul designed to accelerate realisation of Transform & Grow goals.
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PeoplewatchOrange Belgium’s consumer chief departs to head up state broadcaster
Orange Belgium confirms departure of Chief Consumer Officer Christophe Dujardin, who is shifting to lead Belgian state broadcaster RTBF. AI, convergence, and customer experience are among key focus areas for his successor, in what is becoming an increasingly competitive telecoms market…
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InterviewiQmetrix to telco: ‘Your next customer may not be human’
Interview: Jason Raymer explains why a better strategy is needed for omnichannel retail, and why an architectural “system of intelligence” is required to bridge digital and physical operations for operators to differentiate on service.
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NetworkWhy satcos and MNOs must collaborate to scale and monetise hybrid networks
In a new age of orbital disruption, a telco-satellite summit hosted by Celfocus explored how MNOs and non-terrestrial operators must embrace proactive collaboration and open standards to eliminate friction, putting seamless customer experience at the heart of space-age connectivity.
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NetworkWildanet joins fibreco multiplay push with TiVo
Open access: Latest UK challenger to broaden proposition in competition dogfight. TiVo/Freely UK-first advances natural evolution from broadband provider to multi-service operator. “Expect more from us”, commercial chief Simon Hughes tells TelcoTitans…
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Finance & StrategyVodafone 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.