News
Indian telcos bank on AI to boost customer service
Indian telecom operators have reportedly started leveraging AI software in hopes of improving customer service and reducing subscriber churn. Read more…
customer service
News
Vodafone New Zealand finishes post-buyout IT systems upgrade
Vodafone New Zealand says it has completed its upgrade and onshoring of its major IT systems away from its former global parent Vodafone Group. Read more…
Views
Do you miss your broadband carrier when you quit them? I don’t.
We all have service providers and brands we like. But does anyone really feel that way about their broadband or mobile carrier? Read more…
Views
Great customer service is not about technology– it’s about common sense
Great customer service is extremely rare and is not about cool new tools. It is about common sense and empathy. Read more…
Views
With customer service, it turns out your call is not important after all
With customer service the trend is to automate and digitise everything. But it will likely have a negative impact on the customer experience. Read more…
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Customers want an individual experience which is a huge challenge
Customers want, well, a lot. It seems that the pandemic has heightened the expectations of customers and companies need to move now. Read more…
Views
Abandoned carts point to a new level of expectation from customers
Abandoned carts in the e-commerce world is now a real problem for brands, as the recent survey shows. Customer experience is at stake. Read more…
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Customer service may be difficult to get right, but why is it still so bad?
Customer service, one of the table stakes in the next wave of technology, is still lagging behind the hype spouted by CEOs. Read more…
Features
Voice may be dominant in customer service, but the future is omnichannel
Want to know how the role of voice is changing in customer service? You need to ask the company that handles 21 billion voice minutes a year. Read more…
Views
The pandemic has supercharged certain sectors – the numbers are in
The pandemic has clearly changed many things and we knew that some sectors got a real boost from various lockdowns. Surveys are coming in. Read more…
Views
Citizen developers are coming and it is about as exciting as it gets
Citizen developers is a term that just sprang out of the recent NTT Ltd’s Future Disrupted: 2021 technology trends report. Read more…
Views
A compelling digital experience is vital for the new customer experience
Digital experience across the Asia Pacific region needs a boost. The pandemic has helped digital transformation but not customers. Read more…
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Australians waste lots of time and money waiting on the phone – ACCAN
Consumer pressure group ACCAN claims that sorting out phone and Internet issues is costing Australians over AUD150m per year in lost time. Read more…
Views
Billing is the backbone of customer service – just ask the customer
The latest report on customer service in the telecoms industry makes for depressing reading. Telecoms is even worse than ISPs. Read more…
Views
If you want to benchmark your customer service levels, look to gaming
A recent study into customer service levels across a number of industries showed that the telecoms industry is dreadful at customer service. Read more…
Views
Why legacy banks cannot compete with the agility of start ups
Legacy banks seem doomed. We regularly publish articles that compare the agility of legacy banks to the new, app based competitors. Read more…
Views
Has the telecoms industry gone network mad, asks baffled customer
Most recognise that the telecoms industry is fixated by two things. The first is the network and the second is the handset. Read more…
Views
In the industry-formerly-known-as-telecoms the customer is still not king
In some industries, the customer has been king for quite some time, but in telecoms the customer has continually come second. Read more…
Views
Could it be that now, finally, the customer really is king?
The customer is king is a saying that goes back to the days when customer service was called ‘complaints’ and the interaction was one way. Read more…
News
Startups that invest in customer experience are best performers
Zendesk released its Startups CX Benchmark Report, documenting how startups that invest in customer experience outperform their peers. Read more…