Research Center

“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

Building customer loyalty requires a several-pronged approach and happens from the network level up to customer service. Here are the building blocks of customer loyalty and how operators and service providers can leverage each to reduce churn and build a lasting customer relationship.... More Info

Dig past the marketing rhetoric and it’s clear that the technological gap between competing CSPs is narrowing. “As price and performance across providers converge, the account service and support, in many instances, becomes the differentiator,” said Frank Perazzini, Director of telecommunications at J.D.... More Info

The complete digital edition of the MWC Edition including all articles and reprints.... More Info

As CSPs seek to turn up and deliver more services that perform at a higher level than in the past, they face yet other paramount tasks to control costs in a more challenging market, improve performance, increase availability and operational efficiency, as well as the user’s quality of experience.

Learn the secrets to harnessing the power of network intelligence, service assurance, optimization and planning, and customer experience management.... More Info