Research Center

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

For decades, carriers have maintained the status quo of keeping their customers in the dark regarding real-time network traffic data and other metrics. It’s easy to understand why: allowing clients to see every little statistic or inefficiency in network operations, as well as customers’ exact usage compared to what they paid for, has its drawbacks.... More Info

The borderline between OSS and BSS is blurring as control of networks and activities becomes a new front in the battle against churn. Operators are being driven to introduce new processes and management tools in order to deliver network services like mobile broadband in an effective and profitable way.... More Info

Frontier Airlines' shift from CX to DX is explored in this Pipeline magazine article. Learn how Frontier is transitioning to a fully digital customer experience.... More Info

What is a customer-first culture and how do you recognize one? You know a customer-first culture when you encounter one as an employee or as a customer.... More Info

Customer and employee experience management and workforce automation are explored in this Pipeline Magazine article from ServiceNow. Click to learn more about CX and EX automation.... More Info

Scott St. John, managing editor of Pipeline magazine explores the Digital Customer Experience (DX/CX) issue including common-sense CX, AI for improving CX, preventing network outtages, and more.... More Info

Evolving Systems discusses customer loyalty programs in 2021 coming out of the global pandemic in this Pipeline exclusive article.... More Info

Don't take this the wrong way, but mobile service providers have absolutely zero game when it comes to the art of customer seduction. Sure, we all go through the motions, but where's the spark between customer and brand like they have over there at Apple?... More Info

In this article, Pipeline explores strategies CSPs can use to enable top-line revenue growth and drive down operational costs.... More Info

Pipeline is the world's leading magazine for OSS and BSS news and information. In this article, Pipeline's Editor-in-Chief Tim Young explores how customer experience analytics are serving as an extension of fault management and SQM strategies and providing a more complete picture of the overall customer experience.... More Info

Pipeline is the world’s leading magazine for OSS and BSS news and information. This article from VMware examines how to leverage the power of real-time customer data to enhance the overall customer experience.... More Info

For years, communications service providers (CSPs) have been trounced for delivering poor customer experiences. Today, they’re in the midst of changing their ways, and it’s not just lip service.... More Info

In the highly-competitive mobile and fixed-line telecommunications space, providing a differentiated customer experience is critical to reducing costs and churn, and to increasing top-line revenues. Customer experience is not a unified concept; it is a combination of customer behaviors, expectations, and lifestyles.... More Info

Etiya Digital Business Platforms, unlike legacy BSS, will create real value for your business. They do not only provide technical capability, but offer an infrastructure to create an all-digital customer experience, with the personalization and flexibility demanded by Connected Customers - Download this document to learn more... 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

In today’s Big Data Age, companies are grappling with more data than they know what to do with. The challenge facing businesses is figuring out how to properly turn big data into a profitable resource, especially since much of our customer data is siloed from other business metrics.... More Info

AI for smarter CX, customer experience, and customer care is discussed in this Pipeline magazine article. Click to learn contact centers are leveraging AI for better CX.... 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

Pipeline is the world's leading magazine for OSS and BSS news and information. In this article we investigate how CSPs can converge networks and bridge siloed services, from mobile to data, for a seamless user experience.... More Info

Customer engagement is for many CSPs a discipline which they acknowledge requires further improvement. This report describes several areas which CSPs can address in the short term to improve their customer engagement prospects - Download the report here... More Info

Protecting digital identity, combating robocalls, and protecting customers for better CX is discussed in the 5 Rs of CX Pipeline magazine article from iconectiv.... More Info

Pipeline is the world’s leading magazine for OSS and BSS news and information. This article examines the role of small cells and DAS solutions in improving mobile capacity and how they impact customer experience (CEM).... More Info

It’s taken a while, but service providers have finally come to understand that they have to deal with the reality of Big Data. Developing data lakes and supporting infrastructure have taken all their attention so far.... More Info

Providing an AI-driven network and customer experience and a 360-degree view of the customer journey, including use cases such as gaming, is explored in this Pipeline article by Nokia.... More Info

In the past few years, chatbots—products fueled by Artificial Intelligence (AI)—have emerged as one of the most popular technological advancements and are irrevocably transforming the business landscape today, especially within the contact center industry. And it’s easy to see why.... More Info

Hallmarks of bad customer experience, such as that of Fifth Third Bank, and perspectives on the COVID-19 pandemic are highlighted in Scott St. John's Letter from the Editor.... More Info

CX and customer-driven networks are explored in this Pipeline magazine article featuring CloudSmartz. Click to learn how to make the shift to a customer-centric network with unified service experience.... More Info

Pipeline is the world's leading magazine for OSS and BSS news and information. In this article, Progress Software identifies some key tools like BPM and CEP that improve CEM and maximize the total customer lifecycle.... More Info

Pipeline is the world’s leading magazine for OSS and BSS news and information. In this article we explore the world of retail transformation, led by Apple but influencing major organizations such as AT&T, BSkyB, Microsoft and Orange.... More Info