Research Center

The theme song of the long-running sitcom Cheers had a prescient hook that should be absorbed by everyone working in telecom today: “You wanna be where everybody knows your name.”... More Info

Customer experience management is posing unique challenges as mobile and fixed-line communications service providers (CSPs), as well as corporate networks, aggressively migrate to an all-IP infrastructure. IP (internet protocol) networks efficiently deliver converged voice, video and data services and applications, and they operate more cost-effectively.... More Info

During my recent travels I happened to see a towering billboard for a major US communications service provider (CSP) that shouts, “Fewest dropped calls!” Without a hint of irony my driving companion said, “What if airlines advertised ‘Fewest plane crashes!’ Bet it would really draw in the customers, wouldn’t it?”... More Info

Pretty much everyone in the communications industry understands that customer experience (CX) is becoming the key competitive differentiator. The best way to actually manage and improve CX, however, is less obvious.... More Info

It was only a matter of time. Smartphone users who once recoiled at the idea of having their current location disclosed now flick their tiny screens and expect to be told exactly where they are on a map, not to mention what time it is, what the weekend forecast looks like and where to get the best tapas in a particular neighborhood.... More Info