Resources

The Essential Element of Customer Service in Telecommunications

Telecoms are offering a wealth of complex products and services. Now they need a customer support strategy that’s equally advanced: segmentation-based service.

Local Innovation Spurs Global Growth at Etisalat

Etisalat Group CMO Essa AlHaddad discusses the telecom’s approach to customers and how it connects local autonomy with enterprisewide strategy.

One Constant in the Social Revolution

Telecom convergence means trustability will increase in importance.

Customer Centricity Starts at the C-Level

In a changing business environment Xerox Chief Marketing Officer Christa Carone works closely with her C-level colleagues to shed old brand perceptions and partner with customers for long-term strength.

Why Customer Experience Should Matter to You

T-Mobile’s focus on the customer experience helps gains customers’ trust and loyalty.

Poised for Transformation

Telecommunications companies need to use their own technologies to dial up next-generation customer experience.

Sprint Nextel’s Service Overhaul Brings a Billion-Dollar Boost

The telecommunications company saved $1 billion in costs while increasing customer satisfaction 47 percent—by improving the customer experience one customer at a time.

Delivering on the Customer Experience

Convergence in telecom has created tremendous opportunities for operators to understand how much value each customer brings to the relationship.

Customer Experience Excellence: Distinguishing the “Strugglers” from the “Succeeders”

Research reveals the traits that enable companies to offer a superior customer experience.

Collaboration Sows the Seeds of Organic Growth

Telecom operators can spur share-of-wallet increases by creating group-level networks that plant best practices across their operating companies.

The Personal Touch Is Still Essential in the Modern Telecom Era

For Big River Telephone, building a business means building relationships—by mixing new technology with old-fashioned customer service.