Orange has signed deals with Salesforce and Vlocity in a bid to improve the customer experience of its subscribers in Belgium and Poland.
Liberty Global has signed up LivePerson to enable its subscribers to message rather than call its customer services teams.
Telcos are lagging behind their counterparts in other industries when it comes to digital transformation but are outpacing them in the amount they spend on innovation, new research has found.
Mark Evans hopes at least seven million customers will sign up to Aura, the new digital assistant that Telefónica launched at Mobile World Congress this week.
Germany, Spain and the UK are among the first markets to access Telefónica’s digital assistant Aura, a year after the service was first unveiled.
By Brendan Gill, CEO of OpenSignal
Morten Karlsen Sørby discusses Telenor’s digital transformation strategy, the challenges it is facing, and the search for new vendors and partners to work with
A1 Telekom Austria has chosen Amdocs to overhaul the customer experience it provides at its Bulgarian opco.
By Jennifer Kyriakakis, Founder & VP Marketing, MATRIXX Software
BT, Sky, TalkTalk, Virgin Media and Zen Internet have all signed up to provide UK customers with automatic compensation for problems with fixed line broadband and telephony services.
Nokia has launched a new software tool to help operators better target customers with digital services.
Nick Jeffery took the reins of Vodafone UK in September 2016. He talks about his first year in charge and why he hopes competitors will fear the company moving forward
Telenor’s Norwegian opco has signed up MVNO cloud company Tweakker to help it cut the number of calls it gets to its contact centres.
By David Paulding, Regional Director, Genesys
By Matt Hooper, Senior Vice President, IMImobile
By Karim Taga, Glen Peres and Richard Swinford, Arthur D. Little
Serkan Öztürk was appointed to a newly created post of Executive Vice President, Customer Experience and IT, at Turkcell in July. He discusses biometrics, physical retail and omnichannel strategies.
By Tom Erskine, CMO, One Door
Vodafone UK is moving out of recovery mode and going on the offensive, its Director of Customer Services and Operations has claimed.
Mark Gait, Head of Customer Service at O2 UK, discusses waiting times, getting the basics right and what can be learned from other brands.
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