customer experience

PARTNER CONTENT: Zoltan Miklos, general manager for engineering at MTN South Africa (pictured), shares how the operator transformed from focusing on network operations to putting services and the user experience at the centre of everything it does.

LIVE FROM CEM IN TELECOMS GLOBAL SUMMIT, LONDON: Iris Meijer, CMO at Vodafone Business (pictured), highlighted the importance of social responsibility and sustainability in companies winning the trust of their customers, a strategy she said is at the heart of…

LIVE FROM CEM IN TELECOMS GLOBAL SUMMIT, LONDON: Puneet Dhar, VP of customer care solutions at Nokia (pictured), outlined three main changes impacting customer service in the technology industry, and emphasised personalised experiences remain key.

LIVE FROM CEM IN TELECOMS GLOBAL SUMMIT, LONDON: Client partner at Facebook Sacha Nikita Kraft (pictured) predicted a prosperous future for the telecom industry if it manages to seize opportunities by reading customers’ expectations to deliver fast and personal communication.

LIVE FROM CEM IN TELECOMS GLOBAL SUMMIT, LONDON: Global operators insisted consistency plays a very important role in customer service experience, and highlighted seamless interactions across all channels as a key challenge in the field.

PARTNER CONTENT: New services and experiences made possible by 5G can promote industry upgrades, with new business models and scenarios driving operators’ business growth.

LIVE FROM CCA ANNUAL CONVENTION, FORT WORTH, TEXAS: T-Mobile US’ EVP of customer care revealed a third of recent iPhone 8 upgrade orders were placed through the operator’s app, as she highlighted the importance of a strong service strategy for…