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Can you put an ROI on customer experience?

  • by James Browne
  • August 16th, 2018

The TM Forum recently found that service providers who improve their net promoter score (NPS) were rewarded with a reduction […]


The road to delivering personalized experiences begins with data

  • by James Browne
  • August 2nd, 2018

It’s a well-known fact that customers, regardless of the industry, expect you to know them. They not only want, but […]


Bringing the personal touch back to customer communications

  • by James Browne
  • July 19th, 2018

In a crowded market, communicating with customers in a personal and relevant manner is more important than ever. This means […]


First impressions really do count for CSPs

  • by James Browne
  • June 29th, 2018

Communications service providers (CSPs) put a huge amount of effort into attracting new customers, but this could be wasted if […]


New report from TM Forum and BriteBill uncovers that telco churn rates are running at up to 75%

  • by James Browne
  • June 14th, 2018

Retaining valuable customers is one of the biggest challenges service providers face today. TM Forum has just published a report […]


Customer satisfaction: There’s still room for improvement

  • by James Browne
  • June 8th, 2018

Ease of billing and customer communication are still important topics for telecoms companies of all sizes. The recently published American […]


Top Tips for Making Onboarding a Honeymoon Period that Lasts

  • by James Browne
  • May 31st, 2018

We recently wrote about how the onboarding phase is a crucial time that, if you don’t get right, can leave […]


Five reasons behind onboarding relationship failures

  • by James Browne
  • May 17th, 2018

The first 90 days of a customer relationship are extremely important, so you have to get service right from day […]


MWC 2018: Same old themes, but the prospects are exciting

  • by James Browne
  • March 21st, 2018

Alan Coleman, BriteBill’s CEO shares his impressions of this year’s MWC Snow, cold weather, flight cancellations: This year’s MWC certainly had […]


Will AI and analytics be the saviour of the customer experience?

  • by James Browne
  • March 8th, 2018

Recently, there’s been a massive wave of hype gathering and encircling the technologies of artificial intelligence (AI), machine learning (ML) […]