Research Center

Those of you that have read my articles in the past know that I don’t usually write in the first person. This article, however, is different.... More Info

Customer experience is a core focus for businesses across the whole spectrum of the telecommunications industry and communications service providers (CSPs) are no different. As competition in the CSP space has increased, so too has the importance of good customer experience management (CEM).... More Info

We are living in an age where we are faced with so many options and services, that customer experience plays an extremely important part of why we choose a service. When talking about the telecommunications market, the service assurance requirements demand much more flexibility and real-time responsiveness and automation to ensure the best possible customer experience.... More Info

“We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.” – Jeff BezosCEO of Amazon What I find remarkable about the quote above isn’t that Jeff Bezos said it; the guy clearly understands the power of creating a high-quality, seamless, and low-friction customer experience.... More Info

Mobile World Congress The big news this month, of course, was the Mobile World Congress held in Barcelona, Spain February 22-25. The international conference and exhibit drew close to 100,000 attendees, eclipsing the prior record of 94,000 visitors reached last year.... More Info