Research Center

"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

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