By Jennifer Kyriakakis, Founder & VP Marketing, MATRIXX Software
BT, Sky, TalkTalk, Virgin Media and Zen Internet have all signed up to provide UK customers with automatic compensation for problems with fixed line broadband and telephony services.
Nokia has launched a new software tool to help operators better target customers with digital services.
Nick Jeffery took the reins of Vodafone UK in September 2016. He talks about his first year in charge and why he hopes competitors will fear the company moving forward
Telenor’s Norwegian opco has signed up MVNO cloud company Tweakker to help it cut the number of calls it gets to its contact centres.
By David Paulding, Regional Director, Genesys
By Matt Hooper, Senior Vice President, IMImobile
By Karim Taga, Glen Peres and Richard Swinford, Arthur D. Little
Serkan Öztürk was appointed to a newly created post of Executive Vice President, Customer Experience and IT, at Turkcell in July. He discusses biometrics, physical retail and omnichannel strategies.
By Tom Erskine, CMO, One Door
Vodafone UK is moving out of recovery mode and going on the offensive, its Director of Customer Services and Operations has claimed.
Mark Gait, Head of Customer Service at O2 UK, discusses waiting times, getting the basics right and what can be learned from other brands.
EE is leaning on a supermarket as it looks to put its shops within 20 minutes’ drive of 95 percent of the UK's population.
BT has opened a new managed customer service centre in the latest move to improve how it serves its large corporate and public sector clients.
Speakers at European Communications’ recent customer experience seminar said looking outside of the telecoms industry, simplification and focusing on staff are key to improving the service telcos provide.
An increased focus on staff performance could help the telecoms industry escape from its customer satisfaction quagmire, according to speakers at European Communications’ annual customer experience seminar.
Telefónica has revealed its new artificial intelligence-based approach to customer service is a way of moving beyond traditional KPIs to better reflect user experience.
Orange CEO Stéphane Richard took to the stage at yesterday's Hello show to try and underline more than ever that the telco was looking beyond telecoms in its ambition to provide services as a digital, user-focused company.
By Ari Vänttinen, CMO, Comptel
Virgin Media, Tesco Mobile and BT top customer satisfaction rankings across broadband, mobile and landline respectively, according to new Ofcom figures.
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