Research Center

For decades, carriers have maintained the status quo of keeping their customers in the dark regarding real-time network traffic data and other metrics. It’s easy to understand why: allowing clients to see every little statistic or inefficiency in network operations, as well as customers’ exact usage compared to what they paid for, has its drawbacks.... More Info

As the transportation industry continues its transformation, security concerns about connected cars will prove major priorities for consumers. How customers perceive their security will shape consumption decisions, spelling success and failure for transportation, communication, and information service providers as well as those companies selling hardware and software to the service providers.... More Info

Customer Experience Management: The Importance of Asking the Right QuestionsTruly understanding Customer Experience Management (CEM) means moving beyond the level of assumptions and generalizations. Customer Experience Management isn’t something you just do well; as with many other things, it’s a combination of nature and nurture.... More Info

In the past few months, there has been a lot of talk – and it has to be said, also a lot of hype – around how artificial intelligence (AI), machine learning and data analytics will transform our lives. The idea behind this is that organizations are increasingly able to gather vast amounts of data about their customers from a multitude of online and offline sources, and that analyzing this data with the help of AI algorithms will ultimately help them understand, and even predict with accuracy, what their customers want, enabling them to anticipate and address each customer’s specific needs and to fulfill each customer’s expectations, every time…... More Info

“Well done is better than well said.”-Benjamin Franklin I hate the way I behave on calls to customer service centers. I’m embarrassed by just about every aspect of the process.... More Info