How Focusing on Metrics that Matter Helps in Hard Times

Glo Gordon
INDUSTRY INSIGHT
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Customer Experience: Service is King

Jennifer Kyriakakis
Picture the scene: you’ve popped into a shop to pick up a ‘treat’  you saw through the window; cake, a piece of vintage clothing or...
CUSTOMER EXPERIENCE

Telcos are Crashing the Digital Transformation Party

Jennifer Kyriakakis
If you imagine digital transformation as a party hosted by millennials, fueled by instant gratification, personal interactions and high expectations of a great experience, then...
CUSTOMER EXPERIENCE DIGITAL TRANSFORMATION

Customers Now Asking Their Mobile Providers, “Can You Hear Me Now?”

Jennifer Kyriakakis
Once upon a time, companies were differentiated by the products they made. For mobile service providers, that meant network coverage, reliability and speed. Modern network...
CUSTOMER EXPERIENCE

What’s My Digital Score, What Can I Do About It…and What’s It Worth?

A Smith
This is a question many mobile service providers are starting to consider as they shift gears and move their digital strategies into execution mode. Everyone...
CUSTOMER EXPERIENCE DIGITAL TRANSFORMATION

Why NPS (No Problems Score) is the Metric for CDOs to Make Their Customers Happy

Jennifer Kyriakakis
About 25% of mobile service providers have hired a Chief Digital Officer (CDO) in the last three years. Spanning the more recognized roles of CTO...
CUSTOMER EXPERIENCE DIGITAL TRANSFORMATION

Change is the New Norm: Real-Time is at the Core of Digital Transformation

A Smith
Change has been constant for communication service providers (CSPs), particularly in the last two decades since deregulation of the North American market, and then more...
CUSTOMER EXPERIENCE DIGITAL TRANSFORMATION

How to Act like a Digital Local

A Smith
‘When in Rome do as the Romans do.’ An old adage that telecoms firms would do well to pay attention to as they embark on...
CUSTOMER EXPERIENCE DIGITAL TRANSFORMATION

Our prescription for big transformation fatigue

Dave Labuda
In my last blog, I wrote about Two-Speed IT and how I think it applies to telcos. I believe we have now reached the tipping...
CUSTOMER EXPERIENCE DIGITAL TRANSFORMATION

FOMO, Control and the Art of Wasting Time

Jennifer Kyriakakis
There’s a great piece from The Onion proclaiming “Americans nationwide reportedly demanded a new form of media Wednesday to bridge the entertainment gap they endure...
CUSTOMER EXPERIENCE

Can Telcos Embrace Bimodal IT?

Dave Labuda
Bimodal (aka 2 Speed) IT is the practice of managing two separate modes of IT delivery, one focused on maintaining the legacy status-quo and the other...
CUSTOMER EXPERIENCE DIGITAL TRANSFORMATION IT INFRASTRUCTURE

DPI – Creating Deeply Personal Interactions

A Smith
Imagine an Alice in Wonderland world where you pay for music based on the number of notes. If you run out of credit, no more...
IT INFRASTRUCTURE

Putting the NOW into Payments

A Smith
Examples of mobile pricing innovation are proliferating like mushrooms in a damp forest. Traditional bundles of data, voice and text are being deconstructed to be...
CUSTOMER EXPERIENCE
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