Recent Posts
Omnichannel challenges: can telcos enhance the customer service experience?
Communications service providers (CSPs) are investing in becoming more customer-centric organizations, and customer care systems are among the first legacy applications to move to cloud-native, microservices-based architectures.
At the same time, progress in machine learning, AI and data analytics is making it easier for CSPs to tap into the wealth of data their networks generate so they can deliver better service and support more personalized digital experiences.
Unleashing Telco B2B / B2B2X Opportunities With Next-Gen BSS
BSS plays an increasingly important role in revenue assurance and in delivering superior end-to-end experience for customers. In the B2B segment, complexity of services, pricing and delivery, and the novel technologies involved require a new monetization approach for telcos.
Check out our e-book on how next generation BSS can unleash telco B2B and B2B2X opportunities, including a comprehensive market analysis by The Fast Mode, industry views, and an article on how we see the role and capabilities of a modern digital BSS to enable monetization and improve CX.
Key CX Requirements of B2C Customers that Digital Transformation will Address
Technological advancements have completely changed the way we use communications services. However, the speed of these changes can make it hard for CSPs to keep up with customer requirements, while many are still using inflexible legacy stacks. Digital transformation is therefore the only way for them to modernize their business support systems.
Check out this article to understand, how upgrading to a future-proof digital BSS will allow CSPs to satisfy constantly evolving customer needs, thereby ensuring excellent customer experiences.
AI for Improving Customer Experiences
AI’s promise extends well beyond writing code or articles, and even beyond transforming processes and driving efficiency. AI and automation can significantly improve CX, and AI itself can humanize BSS systems by empowering humans to bring companies and customers closer together. AI-supported personalized services will decrease churn, improve customer loyalty, and increase customer lifetime value, and besides, it can also provide differentiation for CSPs, and that is exactly what they need to hear in these turbulent times.
Driving Superior Customer Experience with AI-Powered Strategies
Ensuring superior customer experience has become all the more crucial as service providers expand their portfolios to cover new, innovative services such as rich content offers, cloud gaming, mobile finance and smart home services. Well engaged subscribers are more likely to take up new offerings, augmenting service providers’ ability to cross-sell new products and services.
Customers need flexible and responsive service providers in a cost-of-living crisis
We are living in a period of economic turbulence that we have not experienced in the last couple of decades, and this urges people basically in all income groups to scrutinize every line of their spending. Obviously, this exercise will not leave telco or communications-related spending untouched either, and this presents a new challenge to CSPs. Read this article to learn how flexibility and responsiveness will help CSPs in such economic conditions.
