Research Center

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

Henry Ford was a lot of things, but first and foremost he was a man who understood who buttered his bread. The innovative steps he took, from new assembly-line methods to the then-unheard-of $5-a-day wage the Ford Motor Company paid its employees in 1914, were implemented in the name of building a high-quality product for the sake of creating happy customers.... More Info

Following a very successful 2012 awards program, Pipeline is pleased to announce that nomination are now open for the 2013 Innovation Awards program. The program has kicked off in high gear, and many early nominees have already thrown their hats in the ring, including AT&T, JDSU, Orga, MetraTech, Comptel, CHR, Tekelec, Tribold, Microsoft, Acme Packet and many others.... More Info