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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…

Turn mobile operator customers’ satisfaction from fiction into a key driver of business growth

Customer Satisfaction is creating a huge gap between promise and delivery and this feeling is creeping up from both sides of the counter. Only 17% of CMOs are saying that they have been extremely successful at delivering highly relevant customer experience. At the same time, customer satisfaction in the UK has been dropping slowly for the past 2 years.  Mobile networks operators (MNOs) are just one of the examples. In…

How can UK telcos retain more customers under the new “text to switch” regulation?

The recent “text to switch” regulation, introduced by Ofcom in the UK, is another factor telecommunications companies need to take into account when planning their customer strategy. Customers can now leave their mobile provider by simply sending a text message – avoiding the hassle of calling a call centre – and eliminating the chances for last minute ‘rescue’. On a market threatened by value erosion and defined by blurring boundaries,…

Reduce Your Customer Churn Rate and Increase Profit with Robust Data Analytics

A McKinsey survey reveals that companies employing extensive customer data analytics to inform their business decisions achieve a over competitors that do not utilize analytics or do so sporadically. While average performers among survey respondents incorrectly attribute bottom-line success to their marketing, pricing and campaign management efforts, industry champions recognize their customer analytics and customer-driven initiatives as their main winning factor. With profitability directly linked to customer retention, the reduction…

Leverage All Available Data to Predict Customer Behavior

The customer experience that brands provide is becoming the decisive factor whether their clients will stay - or stray. According to Gartner, by 2020 more than 40% of all data analytics projects will relate to an aspect of customer experience. To uncover the hidden gems that could turn them into the crown jewel of their industry, companies need to develop familiarity with their customers that is both deep and flexible.…