banner stats

Interviews

17 results
of 1
Contributor: Maya Fowell
Maya Fowell

Maya Fowell interviews Gregg Baker to find out how giffgaff have created a business that have successfully overcome the common obstacles telecom companies are facing in their digital customer care strategies. Insights include: how to deal with the changing expectations of your customers, the impact of evolving technology and social media platforms; how to secure senior management buy in and top management support and the best methods to track the results of your strategy.Read more

Contributor: Maya Fowell
Maya Fowell

One of the issues with Big Data is that so many telecom companies have so much data they do not really know what they are looking for anymore. UPC Nederland have been able to take their data and turn it into insight, follow through and then turn it into action that helps enhance their Customer Value Management and reduce churn. In this exclusive interview with Maarten Stamrood, Director of the Segment and Online marketing team within UPC the Netherlands, Telecoms IQ discovers how UPC have developed successful yet personalised churn prevention plans and kept their competitive advantage in a saturated market.Read more

Contributor: Maya Fowell
Maya Fowell

Digital experience and connectivity in the car will become more imperative for premium cars as the experience and expectations of the customer keeps going up. If the younger demographic buy cars they need to consume media in the car like they are used to out of the car. 20% of customers would switch their brand if the digital experience is not on par with others. BMW is at the forefront of providing what customers want and expect. This exclusive interview finds out the strategies BMW has in place to build the best connected car.Read more

Contributor: Telecoms IQ

It is a tale as old as time, in order to gain customer profitability you must first know which customers are worth investing in – and therein lies the problem. However, with so many methods out there claiming to be solutions, finding the right strategy for your company can be tricky. Telecoms IQ speaks to Tanya Zyabkina, Director of Marketing Analytics at Time Warner Cable, to decipher how you can make your customers profitable; and why understanding how the solar systems works is vital to understanding customer behavior, churn reduction and creating a loyal customer base.Read more

Contributor: Maya Fowell
Maya Fowell

How does your organisation identify the right KPIs to use to measure QoS for efficient network performance management? There can often be a lack of alignment with the CTO and the CMO of carriers not having the same KPIs in place. Hroje Jerkovic at VipNet gives Telecoms iQ advice on how organisations should plan for assessing different KPIs that they can use to measure network performance and service quality?Read more

Contributor: Maya Fowell
Maya Fowell

It is no longer enough for MNOs to simply focus on network optimisation, says Gurpreet Lachhar, Capacity and Performance Manager, Three UK. Importance should be placed on forecasting your data management journey, preparing for the introduction of data-hungry services, making sure data traffic does not negatively impact your customers and the best strategies for monetising the data they use. Read on to find out how, like Three UK, you can stay ahead of the curveRead more

Tags: three uk | 3 | three
Contributor: Telecoms IQ

Dealing with legacy equipment is a key challenge when moving from one mode of operation to another. Telecoms IQ spoke with David Butler, Senior R&D Engineer at BBC R&D about how the BBC is overcoming this challenge while dealing with vastly increasing bitrates. David also discusses the advantages of OpenFlow controller and how SDN fits into the future of media production.Read more

Contributor: Telecoms IQ

In this Telecoms IQ interview Ben Donkor, Social Media & Online Analyst at BT, shares how the company is utilising social networks to understand how their customers really feel. Donkor runs through the trial and error process required during the identification of social communities, and some of the key lessons BT have learned. He also shares his insights on the importance of social sentiment and listening to the customer, and his top tip for a successful social strategy.Read more

Contributor: Telecoms IQ

Juha-Matti Heikkinen is the Business Development Manager, Social Media at TeliaSonera. Juha has managed global online support websites, created and administered hugely popular online communities, trained customer service teams all over the world to shine in social media, and extended global customer services to cover Facebook and Twitter. Telecoms IQ finds out how TeliaSonera plan to manage their customer relationships across a new digital platformRead more

Tags: digital | social | nordics
Contributor: Telecoms IQ

In this Telecoms IQ interview Jan Biller Social Media/Community Manager & Business Owner Social Media Support, Swisscom, shares how Swisscom are effectively leveraging social media both internally and externally. Biller reveals the benefits of interacting with the customer on multiple channels, call deflection and defining the measures for success. He also talks about the successes of the company’s internal cross-function social media board, which is used to shape strategy, develop processes and work on new initiatives and ideas.Read more

17 results
of 1