Research Center

People don't build a relationship with a product or service; they build relationships with brands. Mobile service providers have had a miserable track record with building meaningful brand relationships with their customers.... More Info

The borderline between OSS and BSS is blurring as control of networks and activities becomes a new front in the battle against churn. Operators are being driven to introduce new processes and management tools in order to deliver network services like mobile broadband in an effective and profitable way.... More Info

"Churn" is a dirty word in telecom. Unless it’s declining, no one likes to talk about it publicly, and yet the word is used quite often behind closed doors.... More Info

Olympic Games As the Winter Games kicked off in Sochi, a cable deal of Olympic proportions began brewing in the US. Comcast moved to purchase Time Warner Cable (TWC) for more than $45 billion, a move that would significantly consolidate the pay-TV market in the United States.... More Info

“Well done is better than well said.”-Benjamin Franklin There is a central problem of perception that, while less prevalent than it once was, still plagues companies of all sizes and in all industries: the idea being that customer service, customer care, customer experience management or any other activity or department that contains the word “customer” is a discrete and singular entity. That customer care is one small part of a business rather than the focus of the entire organization…... More Info