2024’s Telecoms Service Demand Shifts
As we make our final steps towards the end of 2024, we look back at the telecoms landscape and the transformations that have occurred with a focus on the forever…
What 2024 Taught Us About Telecoms Resilience
As we near the end of 2024, it’s time to reflect on some of the common challenges that Teleco’s (telecoms service providers) faced in 2024, as well as the lessons…
The Power of Predictive Analytics in BI
Organizations are continuously on the look-out for different ways to gain a competitive edge over their competitors. Regardless of the method, this often comes down to having the right data…
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…
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…
Strategies to Improve Customer Experience (CX) in the Telecoms Industry
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…