Onboarding is one of the most important phases of a telco’s customer journey. It’s the first experience that a customer has with their service provider, and as we all know, first impressions count. Despite this, it’s also one of the key areas where mistakes are made when a telco decides to go digital. Digitalisation is […]
Opinion
ISPs have a data problem. Every day, more and more devices are being connected to home networks – connected Smart Homes are expected to be a $99-billion industry this year. Each device adds to the burden placed on the home’s WiFi router. And these devices are seeing a lot of use. COVID-19 sped up the […]
Do you ever feel mentally drained, sleepy or anxious after video conferencing? Well, you’re not alone. While video chat has helped many businesses stay connected, there’s a new ailment that’s sweeping online workers. “Zoom fatigue” first seemed like a passing problem, but long-term hybrid working could be detrimental to workforces without video call respite. The […]
Telecoms operators should be flying high. Over the past 20 months they have been a linchpin of societies and economies, keeping businesses going, families talking and us all hooked to Netflix. And yet, from February to December 2020, telcos created less value for shareholders than nearly every other sector, according to Bain & Company. This […]
The silos between messaging and voice are disappearing and that is creating demand for service providers that understand what it takes to be successful in both segments. Enterprises need to choose a set of solutions that can serve their needs no matter what communications application they’re using. The increased demand for unified communications has created […]
No one likes to feel like a number — and good customer service can change that. In fact, 84 percent of consumers say being treated like an individual, not a number, is critical to preventing customer attrition. In the hypercompetitive telecoms industry, this ethos is even more important. So how can telcos make their services personal […]
According to analysis by Digital Commerce 360, 81 percent of buyers used digital channels to make telecom-related purchases during COVID-19, and 36 percent plan to use digital channels more in 2021. However, the rise of digitalisation presents telecommunications with both opportunities and challenges. Telecommunications is an industry battling constant change. A lack of connectivity in […]
Before March 2020, catching ‘fresher’s flu’ was a right of passage for university students. Fast forward 18 months and students around the world stayed indoors to keep illness at bay. However, the pandemic has taught the education sector an important lesson — the value of selecting the right communication tools. According to UNESCO, more than 1.5 […]
It’s been a long time since a technology breakthrough generated as much anticipation and fanfare as 5G. Buzz around it has been building for some time and with good reason: 5G will fuel an economic and social revolution that disrupts how companies operate while opening-up incredible new opportunities for those who have the talent to […]
A survey conducted by Accenture revealed that 77 per cent of telecoms customers are willing to retract their loyalty towards a specific network operator. Lock-in contracts are no longer sufficient to retain a customer base long term. To keep customers satisfied, telecoms companies should do more with what’s already at their fingertips — data. […]