A MVNO (Mobile Virtual Network Operator), in simple terms, is a wireless communication service provider that leases network capacity from traditional mobile network operators (MNOs) rather than owning their own…
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…
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…
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…
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…
Digitalisation in the South African financial industry has been gaining significant momentum over the last decade (Romagny et al., 2021). Due to the quick entry of new digital players, the…
The telecoms industry is experiencing an accelerating pace of change leading to major disruptions affecting business, politics, and social life explains Mogg et al (2017). The traditional Telco business model is…
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…
Exceptional customer service delivery ensures customer loyalty and retention, however, Telcos have set the bar very low for CX. Telcos have not developed customer centricity as part of their culture…