Research Center

What is a customer-first culture and how do you recognize one? You know a customer-first culture when you encounter one as an employee or as a customer.... More Info

Customer experience management software will continue to evolve more sophisticated features and be applied to ever more extensive aspects of the lives of post millennials. Hacking and counter security will become standard corporate ways of conducting business.... More Info

The MVNO business appeared in earnest around the turn of the millennium and is therefore somewhere in its mid-teens now. These teenage years are going to be full of upheaval.... More Info

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