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Putting the Connected Customer First

For the last few years service providers have been planning and undergoing massive digital transformations of their businesses. The common focus has been on transforming their technologies, culture and processes to meet the agility needs of 5G, virtualization, and digital services. Traditional digital transformations are long and costly, including significant modifications to many internal and external company systems and processes. While those are valid and important areas to focus on, they are really only the tools or infrastructure required to accomplish a digital transformation. Just upgrading them will not meet the expectations of the new economy. Customer experience transformation is the name of the game In fact, the customer’s experience is at the heart of the new economy. The customer’s experience is the primary driver for service provider’s loyalty and revenue generation. So the equation is simple: a successful digital transformation must focus on providing an exceptional customer experience above all else. The Connected Generation depend on the...

06 May 2019
connectec-customer-first-showcase-eng

Putting the Connected Customer First

For the last few years service providers have been planning and undergoing massive digital transformations of their businesses. The common focus has been on transforming their technologies, culture and processes to meet the agility needs of 5G, virtualization, and digital services. Traditional digital transformations are long and costly, including significant modifications to many internal and external company systems and processes. While those are valid and important areas to focus on, they are really only the tools or infrastructure required to accomplish a digital transformation. Just upgrading them will not meet the expectations of the new economy. Customer experience transformation is the name of the game In fact, the customer’s experience is at the heart of the new economy. The customer’s experience is the primary driver for service provider’s loyalty and revenue generation. So the equation is simple: a successful digital transformation must focus on providing an exceptional customer experience above all else. The Connected Generation depend on the...

06 May 2019
5G-digital-transformation-showcase

2019 and The Changing Concept of Transformation

Whilst we embark on a new year with companies across industries forging lots of ambitious plans and all sorts of change programs, it’s worth reflecting on how the past year has brought inevitable developments to the concept and approaches around digital transformation. Today digital transformation is far more than just a trendy term or the flavor of the month. In fact, a recent study from around the world shows that 97% of online companies are launching a digital transformation and this figure has risen to 67% for non-online companies. Compared to the 2017 results of the same survey, there is a 20% increase in digitalization. At this point, we can easily say that there are very strong factors behind the accelerating pace of digital transformation. Since it is not possible to examine all the factors individually in this article, we would like to focus on the three most critical. The first ones are the productivity and profitability factors that are very relevant to each other and pose global problems. In markets where risky economic indicators are increasing, more effic...
19 February 2019

From AI to Customer Satisfaction in 5 ways

Artificial Intelligence (AI) is not only going to profoundly change that way in which service providers operate their networks and do business, but it is also going to dramatically change the way they interact with their customers. In fact, using AI to enhance interactions with customers is the single most popular application today. According to Gartner Research, more than 85% of all customer interactions will be digital and managed without a human by 2020.  Service Providers are currently in the midst of their digital transformation programs to make them fit for the new digital “everything that can be connected, will be connected” world. This of course puts a lot of pressure on the network as CSPs are handling more data than ever and are offering new complex digital services. In order to be successful, CSPs must embrace AI not only for OpEx savings through network automation and service orchestration but they also need to deploy AI to remain competitive and have a differentiated, personalized customer experience. By embracing AI for customer experience, service p...

12 September 2018
ai_cem_banner_en

From AI to Customer Satisfaction in 5 ways

Artificial Intelligence (AI) is not only going to profoundly change that way in which service providers operate their networks and do business, but it is also going to dramatically change the way they interact with their customers. In fact, using AI to enhance interactions with customers is the single most popular application today. According to Gartner Research, more than 85% of all customer interactions will be digital and managed without a human by 2020.  Service Providers are currently in the midst of their digital transformation programs to make them fit for the new digital “everything that can be connected, will be connected” world. This of course puts a lot of pressure on the network as CSPs are handling more data than ever and are offering new complex digital services. In order to be successful, CSPs must embrace AI not only for OpEx savings through network automation and service orchestration but they also need to deploy AI to remain competitive and have a differentiated, personalized customer experience. By embracing AI for customer experience, service p...

12 September 2018
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Will AI end fraud in telecoms?

Fraud is, unfortunately, still rife throughout the telecommunications industry, and has previously proved remarkably resistant to efforts to stamp it out.  Indeed, the TM Forum says fraud remains one of the most significant threats to operator margins and security today, noting that fraud attacks “occur continuously on even the most monitored networks, forcing operators to constantly improve their methods of protection”. We are all, by now, fairly familiar with the types of fraud and scams that have been perpetrated by criminals for years. There are the missed call scams on mobile or fixed lines that persuade you to phone a premium rate service. Or the scams that offer a “free” ring tone and then sign you up to a subscription without your knowledge. Now that mobiles phones and smart devices often hold personal information such as access to emails and mobile banking apps, the situation has become even scarier.  As well as the cost to users, fraud is a major financial burden for operators. For example, the Global Telecoms Risk Management Gl...
28 August 2018
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