How Do Global Telco Leaders Plan to Get Closer to Their Customers?

Moving from a data to an intelligence driven organisation GemSeek recently hosted a round table with Senior Telco Leaders from around the world.  A great discussion and we’re very grateful to all that joined and engaged in the conversation. Here’s the top 10 insights from the conversation: TABLE OF CONTENTS Moving from data to intelligence > Getting closer to the customer through data & intelligence > When you’re ready, get…

Do You Believe in Life After 5G?

How does 5G affect our daily lives and what are the most controversial opinions on the topic? To find out, we went on Twitter and scraped thousands of online conversations from European users. Our discoveries diversified in nature – from tech-savvy users, explaining how does the technology function and what are the benefits, to opinionated science rivals, claiming 5G causes health issues and irreversible damages. While it’s unclear if the…

What Made TELCO Customers Rave Despite the Lockdown?

We put our Text Analytics to work, analysing online user-generated content that could help telecommunication companies strengthen their communication strategy with clients. Our analysis focused on what telco customers talked about the most across different touchpoints throughout the entire customer journey so that we can present you some trending topics. For a few weeks, we gathered data from users on Twitter and forum platforms. Our key focus was tracking the sentiment of each…

Predictive NPS is now part of Medallia Xchange Marketplace

We are proud to be the first Medallia partner to publish an app after the Experience Management company opened up to external providers its apps marketplace – Medallia Xchange. Predictive NPS – the customer analytics model that predicts satisfaction scores for 100% of your customer base – is now available upon request for Medallia Experience Cloud. REQUEST A DEMO HERE What is Predictive NPS? Predictive NPS solves one of the biggest challenges CX executives are facing as their…
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Data Analytics in Telecoms: Adapting to the new post-pandemic reality

It's a challenging time for mobile network and broadband operators. People everywhere are staying at home to protect their health. Most moved the biggest part of their lives to the digital space: work, keeping in touch with family and friends, entertainment. Data usage has skyrocketed, putting additional strain on telecoms - operations- and CX-wise. All of them have been focusing on a smooth network performance and customer experience by handling…

Save your out-of-contract mobile and broadband customers under the new Ofcom regulations

Are mobile network customers punished for their loyalty? Until recently mobile, broadband and TV operators used to make £1 billion a year from customers who had reached the end of their minimum contract but had taken none proactive steps to negotiate another promotional deal. The recent rules by communications regulator Ofcom aim to tackle the so-called “loyalty penalty” and provide customers with fairer deals and savings of up to £150…