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Article
 What customers really, really want

For years, communications service providers (CSPs) have been trounced for delivering poor customer experiences. Today, they’re in the midst of changing their ways, and it’s not just lip service.... More Info
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Article
 Captivating the Multiscreen Consumer

With 77 percent of viewers engaging with (at least!) a second screen like a smartphone or tablet while watching TV, video providers are exploring new customer engagement strategies designed to attract multiscreen consumers. In their first iterations, many of these experiences...or just plain apps...have focused on games, episode details, schedules and information.... More Info
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Article
Competing in All Dimensions with Customer Experience

Competition is not new to our industry. Ever since the breakup of the large monopolies, starting with AT&T in the U.S.A.... More Info
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Article
 Service Provider CEM Strategies

Now that the concepts of customer experience management (CEM) have been integrated into the telecommunications industry, it's time to take a step back and analyze its impact. Several years ago, the industry was still trying to define CEM, a task which was complicated by the volume of solutions that re-badged as CEM during the height of the hype cycle.... More Info
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Article
 Billing Still Matters: Driving Premium Customer Experiences through Intelligent Digital Services

The proliferation and ever-expanding capabilities of smart devices are slowly but surely neutralizing traditional communications services, evident by the steady decline of voice and messaging revenues. This reality drives many to regard telco billing, which was specifically created to support these declining services, as a cost center to be optimized.So does billing still matter?... More Info
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