Research Center

Using AI for improving the customer experience (CX) is explored in this Pipeline magazine article, from Etiya. See how AI is improving the customer experience and transforming customer relationships.... More Info

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According to IDC's Future Enterprise Resiliency and Spending Survey, enhancing customer experience was enterprises' top business goal globally for a five-month period (September 2021–January 2022, inclusive). Download this report to learn more... More Info

Pipeline is the world's leading magazine for OSS and BSS news and information. In this article, we look at the advantages of operational intelligence systems from companies like Vitria, how they compare to traditional service assurance, and how they can be leveraged to improve customer experience.... More Info

In this article, Pipeline explores the reason for the acceleration of the importance of customer experience and CEM into the forefront of communications companies’ consciousnesses.... More Info

Data-driven CX with AI is explored in this Pipeline magazine article, by Oracle. Click to learn how AI is driving customer experience innovation and personalization.... More Info

What would a billion dollars in additional annual revenue mean for your company? More importantly, how can any company secure that kind of money?... More Info

Delivering a red-rose customer experience by Cloudonix in this Pipeline feature article. Learn how delivering red-rose CX can improve customer retention and acquisition.... More Info

Two months ago, I received a greeting card in the mail from my service provider. Inside the card there wasn’t an upsell offer, as I expected, but a pre-paid Visa card loaded with $10.... More Info

In this article, Subex's John Brooks looks at trends in CEM, and explains why telcos must adopt a smart CEM strategy for the future.... More Info

In this article, Pipeline explores a variety of ways in which the customer experience (CEM) can be enhanced through analytics, business support, customer self-care, and other tools.... More Info

In today’s competitive landscape, customer centricity is at the forefront of successful and thriving businesses. Organizations around the world—regardless of size or industry—are embracing major shifts in business models, strategies and mindset in order to strengthen customers’ perceptions of their brand, better known as customer experience.... More Info

In this article, we hear three top OSS/BSS analysts weigh in on Customer Experience Management (CEM), their take on the customer experience, and why providers should (or shouldn’t) care.... More Info

In the past few months, there has been a lot of talk – and it has to be said, also a lot of hype – around how artificial intelligence (AI), machine learning and data analytics will transform our lives. The idea behind this is that organizations are increasingly able to gather vast amounts of data about their customers from a multitude of online and offline sources, and that analyzing this data with the help of AI algorithms will ultimately help them understand, and even predict with accuracy, what their customers want, enabling them to anticipate and address each customer’s specific needs and to fulfill each customer’s expectations, every time…... More Info

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Let’s begin the way most every discussion of the customer experience begins: with a personal anecdote. I’ve been a customer of a large US cableco (who shall remain nameless for the sake of neutrality and the fact that they, more than likely, will be reading this article) for the better part of a decade—ever since I moved into the geographical area the company serves, and through several interstate and intra-city moves.... More Info

Do you face the inevitable reality that evolving from an operational service strategy to a more customer-focused experience management model is the only way to differentiate yourself from the competition? Read this Yankee Group whitepaper to learn why a good customer experience is essential in this hyper-convergence world of connectivity, media and mobility.... More Info

Ah, the customer. The end-user.... More Info

Removing BSS Complexity While Enhancing the Business\nCustomer Experience\nBy Matt Hooper, MDS\n\nThe level of data, products and services that Communications Service Providers (CSPs) offer has increased greatly in the last 10 years, to the point where complexity is placing unnecessary burdens on customer operations, impacting customer increasing costs and negatively... More Info

Customer Experience Management: The Importance of Asking the Right QuestionsTruly understanding Customer Experience Management (CEM) means moving beyond the level of assumptions and generalizations. Customer Experience Management isn’t something you just do well; as with many other things, it’s a combination of nature and nurture.... More Info

The needs of business customers have always been a primary concern for communications service providers (CSPs) because of the significant revenue potential. Enterprise business services contribute a considerable portion of revenue and, in some cases, represent as high as about a third of Tier 1 CSPs’ revenue.... More Info

Competition is not new to our industry. Ever since the breakup of the large monopolies, starting with AT&T in the U.S.A.... More Info

Your customers have gotten a grad-school-level education in telecom services. They know everything about their favorite device.... More Info

For most communications service providers (CSPs), understanding the customer is no simple task. Back in the day when connectivity meant a single analog landline in the home, all you needed to know was whether the customer had connectivity and where to send the bill—and that the bill was actually paid on time.... More Info

People all over the world still love to watch TV. The number of households that subscribe to pay-TV, an umbrella term that encompasses cable, satellite and IPTV (internet protocol television) services, currently stands at 804 million, having grown 8 percent last year, and is expected to pass the one-billion mark by 2017, according to a recent report from Multimedia Research Group (MRG).... More Info

Achieving CX nirvana is explored in this Pipeline magazine article with CloudSmartz, and examines leveraging legacy systems vs. rip and replace for network transformation to achieve superior CX, or customer experience management.... More Info

Using AI-driven BSS for customer experience (CX), customer retention, and to build better customer bonds and experiences is explored in this Pipeline magazine article with Etiya.... More Info

The proliferation and ever-expanding capabilities of smart devices are slowly but surely neutralizing traditional communications services, evident by the steady decline of voice and messaging revenues. This reality drives many to regard telco billing, which was specifically created to support these declining services, as a cost center to be optimized.So does billing still matter?... More Info

Omnichannel CX solutions for mobile are explored in this Pipeline Magazine article. Learn how to select the best omnichannel CX solution in a mobile-first world.... More Info

It’s no secret that the way businesses communicate with their customers can make or break the relationship. As we see a shift in customers’ communication preferences, it is paramount that businesses adapt to provide the experience and service levels that customers have come to expect.... More Info