In this analysis we speak with a number of experts in the telecoms field and take a look at six areas in which the industry should shore up its defences to breast the storm of attacks that is brewing on the horizon.
Telecoms IQ recently set out to identify the sins telecoms operators are currently committing. Whilst different geographic regions tend to have slightly different priorities, the universal truth is that any operator looking to deliver the seamless omni-channel experience that modern customers demand, must truly understand the wants and needs of their customers and ensure all areas of the business work together effectively to deliver it. With insight from telecom professionals and other cross-industry thought leaders, we are proud to present 'The Seven Deadly Customer Experience Management Sins. How will your company measure up?
It used to be enough for telecom operators to just monitor and manage network quality. Now, as the wireless operator space continuously hits new heights of competitiveness and customer churn can make or break a quarterly financial report, customer experience management has taken centre stage. This report will address some of the future trends directly affecting churn rate in the telecoms sector, together with what the experts have been looking at to slash their customer turnover and ensure their customers remain as loyal as possible moving into 2017.
Are you able to capture, analyse and leverage your customer data across your organisation? Many companies have the correct tools in place to capture this data, but ensuring true customer insight is still proving tricky for organisations. This report identifies some of the key trends and challenges for 2017 to help you successfully leverage your customer data to drive profit and improve the bottom line. This is a key part of your customer strategy in 2017 and can mean the difference between a competitive advantage through your strategies, or being left at start of the race.
Thomas Ballin is a security consultant working in the penetration testing industry. Before he performs a Live Hacking Demo at London's Telecoms Fraud and Revenue Assurance, Thomas took part in this interview to talk about how telecoms can prevent cyber attacks. Download now for his tips on preventing cyber attacks.
Industry leaders from across the globe provide their insights into the initiatives optimising customer experience in their organisation!
Asia’s telcos are under pressure due to growing customer expectations, the popularity of OTT content and new competitors entering the market. The market is changing rapidly and with huge opportunities in many of the developing countries, meaning the race is on to innovate and differentiate. Read on to discover how these...
Welcome to the first issue of Telecoms IQ’s Customer Experience Management Magazine. We’ll be working really hard to bring you all the latest information about the current customer experience management (CEM) trends and breakthroughs in the telecoms industry. Our aim is to provide you with insight from industry leaders, cross-industry experts and put a spotlight on the companies and people that are pushing the boundaries of innovation within the telecoms sphere
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July 29, 2015 by Maya Fowell
A key challenge that seems to be emerging amongst the industry is the ownership of digital customer care. Should the strategy be executed by the marketing team, the customer service team or an entirely new, digital part of your organisation? With each division building a strong case for ownership,the battle to offer your customers the best digital customer experience, is on. As the debate heats up, Telecoms IQ weighs in with insight from giffgaff, BT and Zain KSA to help answer the question: Where should digital sit?