Myths and Realities of the Telecoms Industry
Every industry has misconceptions that can unfortunately create hesitation amongst the very customers that that industry is targeting. This is no different when it comes to the telecoms industry.In this…
Seven Symptoms of an Unhealthy Telecoms Environment
In today's article, we will shed light on the often overlooked signs of an unhealthy telecoms environment. Just like any other aspect of an organization, the telecoms environment plays a…
Telecoms and E-commerce: Accelerating Digital Transactions
The telecoms industry plays a crucial role in facilitating digital transactions in today’s interconnected world. The rise of e-commerce has revolutionized the way we shop and the availability of reliable…
The Evolution of Voice Technology: From Landlines to Voice Assistants
Voice technologies have come a long way since the days of traditional landline telephones. From their humble beginnings as simple communication devices, voice-based technologies have rapidly evolved to include intelligent…
The Shift from User Experience (EX) and Customer Experience (CX) to Human Experience (HX)
What is User Experience (UX)? User experience is described as a user’s interaction with a physical or digital product or service and their perception of this interaction (Hurree, 2020). Factors…
How Customer Experience (CX) and Employee Experience (EX) work together
What is Customer Experience (CX)? Customer experience (CX) is a consumer's attitude towards a company based on all the consumer's interactions with the company (Mixon & Torode, 2020). These interactions…
Future of Customer Experience (CX)
Customer Experience (CX) is a vital strategy for businesses to differentiate from the competition and remain ahead of customer expectations and demand. 87% of business leaders consider CX as a…
Trends in Customer Experience (CX)
In the current tech-driven and digitalised business era, the decades-old strategy to compete on price is no longer an effective way to succeed. Today, a state-of-the-art customer experience is becoming…
Shifting from a Product-Focus to Customer-Focus in the Telecoms Industry
The Traditional Model: The traditional telco model was built around selling fixed and mobile services to mass market customers and businesses (Krishnan, 2019). In the past, customer demands were simple…