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Automation leads to excellent BSS and excellent customer service
Excellent customer service depends heavily on effective business support systems (BSS). And a big part of that is excellent billing Read more…
customer service
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Automation means smooth operations, which means happy customers
Ask a COO what is going to transform his role in the next year or so, and the likely answer will be automation. Read more…
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Transforming the customer experience into a digital profit centre
Even before COVID-19 changed everything, automation and the focus on providing the best possible customer experience was on the rise. Read more…
Off the Wire
Adobe, ServiceNow pair their customer service software to improve apps
Adobe and ServiceNow will make their software systems work together in an effort to improve apps used by customer service representatives. Read more…
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In telecoms the nice guy just might come first, not last
The telecoms industry is learning how to be the nice guy, and there is a reason. It is about leveraging loyalty and trust. Read more…
Off the Wire
Great customer service now demands social commerce
Thus in our opinion the need for Social Commerce is on the rise and should not be underestimated. Read more…
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Customer experience technology is worthless without common sense
Worldwide spending on customer experience technology will be $508 billion this year, (per IDC). This will increase to $641 billion in 2022. Read more…
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Chatbots set to skyrocket – goodbye customer service
Juniper Research’s predicts that AI based chatbots are set to have 22 billion interactions in retail alone, by 2023, just four years away. Read more…
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The future for retail is bright but the road is rocky
Research from Juniper may well predict consumer retail spend will increase by 25% in the next three years but that does not mean that it will be easy. Read more…
Off the Wire
Retail staff think they can provide better service with tablets
66% of surveyed retail staff believe that if they are equipped with tablets, they could provide better customer service and improve the shopping experience. Read more…
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Is customer service the only real way to build trust?
Some years ago there was a rule in the world of customer service which executives would laminate and stick to the wall of their office. It said that for every customer who complains there are Read more…
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StarHub makes telco-hate a selling point for new data plans
StarHub’s new marketing campaign acknowledges that customers hate them, and vows to fix that, starting with simplified mobile data plans. It just might work. There are many ways to pitch a new mobile data pricing Read more…
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Forget 5G: to succeed in the digital world, focus on the customer
While the telecoms industry, as usual, is focused to the exclusion of almost everything else on 5G, customers are not. And while 5G is coming, for sure, and while it might well usher in a Read more…
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Real customer service is now a vital differentiator
When John Legere dons his purple tee shirt and heads for a press conference you pretty much have to watch or listen. You need to know whether his hair is longer, or whether he dyed Read more…
Off the Wire
Globe Telecom taps Amdocs and AWS for smart omnichannel solution
Amdocs announced it is collaborating with Amazon Web Services (AWS) to enabling Philippine operator Globe Telecom to deliver cloud-based intelligent omnichannel routing and interactions management. This collaboration aims to enable digital engagement and deliver ‘effortless’ Read more…
News
Reliance Jio launches AI-powered video call bot platform
Reliance Jio has announced the launch of JioInteract, an “AI-based brand engagement platform” that is essentially a bot for enabling interactive video calls. Jio is positioning the platform as a “VCBaaS (Video Call Bot as Read more…
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Technology will make customer experience better … eventually
You know how bad customer experience generally turns out to be, no matter the promises? Well, imagine our delight and sense of expectation when Gartner announced that they believe that “by 2020, 25% of customer Read more…