This report maps the application of analytics, automation and AI (A3) across the telco organisation, identifying where each technology is most effective, and providing a foundation for understanding and planning the use of A3 to improve core business performance. Part 2 will estimate the potential value of applications.
Tag: customer experience
Our latest research shows that only one in five telco AI projects has made the leap from proof of concept (PoC) to live deployment. How can telcos improve the hit rate and achieve real performance improvements?
Mobile apps are at the heart of the modern digital economy. Although many telco-owned apps have struggled, some have broken the mould, achieving high levels of adoption and usage. How did they do it?
How a customer care simplification and automation programme achieved the double whammy: reduced costs and improved customer experience.
Autonomous networks are still many years away, but AI-supported automation is a reality now, which all telcos must master to survive. What steps must telcos take to implement AI in network maintenance, optimisation and planning, and what is it worth?
Achieving greater customer loyalty is important for telecoms operators, but often difficult to realise. We look at operators that have proved successful in achieving low levels of customer churn including O2, Telstra and TELUS, and identify practices that have played a key part in their success.
Telcos and the major Internet platforms increasingly rely on each other. What kinds of agreements should operators enter into with Amazon, Apple, Facebook and Google and what should they avoid? And what are the strategic implications of supporting players who habitually use their powerful brands and software expertise to disrupt entire industries?
Our research into 47 global operators reveals divergence in telcos’ levels of digital customer engagement. In this report, we examine three strategies that emerge (Digital Nascent, Multichannel and Omnichannel) and the key factors for success, drawing on lessons from case studies in banking, retail and hospitality.
An excellent customer experience is a critical part of modern business, and one that most telcos really struggle with, achieving poor customer satisfaction ratings compared to almost every other industry. We’ve looked at a sample of leading companies with high customer approval ratings in telecoms and other industries, and found surprising commonalities in their approaches to providing a great customer experience, whether in the digital or physical world. In this, the first of a series of reports, we look at what great customer service means and what it takes to deliver it.
The quality of experience delivered by operators’ mobile data networks is a key indicator of their current performance, and a foundation of their future prospects in digital. Our MobiNEX ranking, updated this week for H1 2016, shows how 80 operators in 25 countries compare. How does your telco stack up?
For the first time, STL Partners quantifies the customer ‘app experience’ on twenty-seven mobile networks in seven countries. MobiNEX – The Mobile Network Experience Index – benchmarks mobile operators’ network speed and reliability by measuring download speed; average latency; error rate and latency consistency. It’s based on billions of real customer data points provided by our partners Apteligent. Congratulations to the top three performers – Bouygues, Free and Orange (all in France).
Customer experience is fast becoming the new mantra for operators across the globe. But while improvements are being made in broadband speeds, customer experience and so forth, app latency and errors have largely gone ignored. This is despite the fact that both are important drivers of customer experience and of app developer profitability. Find out the relationship between latency and app errors and our analysis of those operators that are performing well and those that are ‘lagging’ behind.
Telco 2.0: Event Summary Analysis. A summary of the findings of the Telco 2.0 Executive Brainstorm, 9th November 2011, held in the Guoman Tower Hotel, London. The Brainstorm explored telcos’ strategic options to grow in the fast changing digital economy. It also considered how telcos can defend their core voice and messaging business, while also examining the steps they can take to improve the customer experience.
Telco 2.0: Event Summary Analysis Presentation
Voice & Messaging 2.0: RCS-e, the new generation of communications services?, Presentation by Cenk Serdar, Director, Data and Communications Services, Vodafone Group, and Rainer Deutschmann, SVP Core Telco Products, Deutsche Telekom. Is RCS-e our future? And if so, what kind of future? Presented at EMEA Brainstorm, November 2011.
Strategic options for telcos – resisting the disruptors in voice
Customer Experience: An IT View of Telco 2.0 Vodafone Group CIO Albert Hitchcock describes the world’s biggest carrier by revenue’s massive IT transformation program. Presentation from EMEA Brainstorm, November 2011. Building Vodafone’s internal cloud