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Three CX tips you don’t want to miss

  • by James Browne
  • October 31st, 2019

Three things we learned at CEM for Telecoms Europe After the success of previous years’ Customer Experience Management (CEM) for […]


Give your bills a new lease on life with BriteBill 6.0

  • by James Browne
  • September 20th, 2019

Are your bills still artifacts from the 1990s that are difficult to understand and result in costly calls to care? […]


How service providers can shed light on a customer experience blackspot

  • by James Browne
  • October 26th, 2018

The bill – often dreaded and many times unread, continues to be a customer experience blackspot. Since it’s the most […]


New study reveals service providers need to pick up innovation pace

  • by James Browne
  • October 11th, 2018

To survive in today’s hyper-competitive communications and media environment, service providers need to innovate faster than ever before. We recently […]


Innovation – the race is on

  • by James Browne
  • October 5th, 2018

Borne from a pioneering spirit, the communications industry has always been innovative, and it continues to make a significant impact […]


Measuring satisfaction at customer journey milestones

  • by James Browne
  • August 30th, 2018

Determining the return on investment (ROI) of customer experience initiatives is important, as discussed in the first instalment of this […]


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 […]