Speakers at European Communications’ recent customer experience seminar said looking outside of the telecoms industry, simplification and focusing on staff are key to improving the service telcos provide.
An increased focus on staff performance could help the telecoms industry escape from its customer satisfaction quagmire, according to speakers at European Communications’ annual customer experience seminar.
Telefónica has revealed its new artificial intelligence-based approach to customer service is a way of moving beyond traditional KPIs to better reflect user experience.
Orange CEO Stéphane Richard took to the stage at yesterday's Hello show to try and underline more than ever that the telco was looking beyond telecoms in its ambition to provide services as a digital, user-focused company.
By Ari Vänttinen, CMO, Comptel
Virgin Media, Tesco Mobile and BT top customer satisfaction rankings across broadband, mobile and landline respectively, according to new Ofcom figures.
Vodafone hopes a chatbot called TOBi and the lure of free roaming in 40 countries around the world will help it get back on track in the UK.
BT has opened a new Customer Experience Lab and is working with a business school to develop new concepts that will help it to “reinvent” the traditional contact centre.
European Communications’ annual survey of the telecoms industry’s customer experience efforts is now live.
Speakers from Accor, Colt and Hrvatski Telekom feature at the sixth annual European Communications customer experience seminar on 10 May.
Consumers have a stronger emotional connection to brands when using voice technology, according to a new report.
Vodafone has introduced a service that uses customer information to create personalised and timely offers.
Chema Alonso discusses Aura, a digital assistant that uses cognitive intelligence it has developed with Microsoft, that Telefónica unveiled at Mobile World Congress
Telefónica’s Movistar brand is partnering with Spanish football club Real Madrid as part of a wider effort to improve customer experience.
Ashley Schofield discusses self-serve, delivering on brand promises and how AI can help shape the future
Vodafone’s troubled UK arm is to hire over 2,000 customer services staff in a bid to boost its performance.
The number of global mobile subscribers will race past five billion this year and get close to topping six billion by the end of the decade.
A neuroscience experiment by Vodafone Germany and Ericsson has found that poor mobile network performance very quickly causes “stress” in users and damages subscriber loyalty.
Three has selected Matrixx Software to help it launch new offerings around content, transport and lifestyle in three European countries.
The evidence continues to show that the telecoms industry has a customer experience problem.
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