Research Center

It’s hardly a secret, but it’s certainly something that service providers are increasingly reluctant to talk about. Billing errors have long been the bane of the industry, surviving assaults from technologies ranging from business intelligence to revenue assurance systems.... More Info

Today’s customers are increasingly digitally minded in the ways they interact with each other and the businesses they patronize. A recent Oracle survey found that 70 percent of consumers are highly engaged with their mobile devices and check mobile apps at least several times per day.... More Info

For over ten years, The Cable Center (TCC) in Denver, Colorado, has been bringing together top customer experience management (CXM) executives from the cable industry to advance the practice of customer experience (CX). Under the banner of the C5 (Cable Center Customer Centric Consortium), our group meets twice each year—alternating between TCC (Denver) and the headquarters of a C5 member.... More Info

As the world undergoes a digital transformation, broadband is the enabler. Today, we are connected in ways that we would never have dreamed of just ten years ago.... More Info

In the letter from the editor last month, I wrote about how pervasive mobility was—at the end of the day—all about connecting people. This month, our issue theme is "Enriching the Customer Experience," and it's all about serving people.... More Info