Telesperience Chief Strategist Teresa Cottam looks at why the future of customer support is far more like catering.
Intraway's Richard Hubble looks at the infrastructural challenges of IoT and the reality of monetising it.
Telesperience Chief Strategist Teresa Cottam looks at why the contact centre is a doomed concept, and what lies beyond.
AsiaInfo's Andy Tiller asks: what impact will the new GPDR have on cloud-based services in Europe?
The market is changing, charging is changing – traditional approaches to BSS could derail digital transformation
What does digital transformation really mean and what tips do we have for those companies embarking on this type of programme?
Telesperience's Chief Strategist Teresa Cottam looks at the role of the communications service provider and whether it is now obsolete.
Virtualized World's Francis Haysom looks at the track record of transformation and asks how do we ensure digital transformation delivers more value
What does a great experience look like? It’s based on empathy, it’s emotional, its better than advertising. And your people are your biggest asset
Matrixx's Jennifer Kyriakakis looks at what a realtime experience should be like to fulfil the needs of the always on, impatient consumer
Chief Strategist of Telesperience Teresa Cottam looks at why focusing on loyalty will be fruitless in the age of customer infidelity.
What does a compelling customer experience look like? How can it be monetised and used to differentiate a service provider? What lessons can be learnt from elsewhere? How do we measure such an experience? (Can we measure it?)
Sometimes when I'm talking to my friend Ben, I quickly have to check it's not my friend Alice. Why? Because we members of so-called Generation Z are identical clones, with goldfish brains and no life beyond our screens. When I read about what older people tell me I should be like, backed up by the findings of their research, it makes me wonder if everything I know about everyone I know is true or not. These older people have us neatly packaged, labelled and described. They have a list of...
Tracy Monday looks at some of the opportunities and risks around IoT
Amdocs' Shahar Yaacobi looks at what service providers need to do to release the huge potential of IoT.