European Communications – Customer experience differentiation: a realistic goal?

But it is also important to remember that there a really no quick customer experience fixes, believes Bengt Nordström, CEO of telecoms strategy consultancy Northstream. “The solution for providing a better customer experience requires a thorough review and change of key existing business processes,” he says. “To buy yet another IT system for getting customer data presented in a new fashion is not the solution.”

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The New York Times - 5G Is a New Frontier for Mobile Carriers and Tech Companies

The competition has led to research worth billions of dollars from telecommunications equipment makers like Ericsson of Sweden and Huawei of China, which are hoping to secure lucrative contracts to upgrade the mobile Internet infrastructure of operators like AT&T from the United States and China Mobile in Asia. Those plans have become even faster paced [...]
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