Insights
MCE Topline Report:ย Telco NPS is at Risk During the Smartphone Lifecycle
In 2022 and 2023, 23,000 mobile customers shared their experiences and provided their perspectives on concrete digital-first Device Lifecycle Management applications (dDLM). The results are not only fascinating, but also encouraging for any mobile operators aspiring to improve their device experience.
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What should mobile operators expect from MWC 2025?
What should mobile operators expect from MWC 2025?
The telecom industry is undergoing a shift โ from product-focused strategies to customer-focused models that prioritize personalization that meets the interactions across every touchpoint. Customers expect faster resolut...
Why Digitization is Essential to a Sell-First, GenAI-Driven Retail Strategy
[Video] Why Digitization is Essential to a Sell-First, GenAI-Driven Retail Strategy
Mobile operators are seeing increasing customer visit volumes in retail against the backdrop of rising OpEx and a shrinking ratio of employees to 1,000 customers. As they shift to a more sell-first, service less strategy...
What mobile operators should look for when choosing their technology partner forย mobile device lifecycle management
What mobile operators should look for when choosing their technology partner for mobile device lifecycle management
The telecommunications industry is expected to spend $57 billion on IT in 2025, of which an estimated 30 percent of the budget will be on software. Introducing new SaaS platforms or any digital technologies into the IT s...
Proactive Device Care: The Case for Annual Health Checks
Proactive Device Care: The Case for Annual Health Checks
With one-third of customers needing device support over a two-year period, telcos face a significant challenge. Each device care interaction represents a potential churn point, as customer satisfaction begins to decline ...
Knowledge is Power: Converting Mobile Device Intelligence into a Unique Acquisition Opportunity
Knowledge is Power: Converting Mobile Device Intelligence into a Unique Acquisition Opportunity
The customer base in North America for telecommunications carriers has a dual reality. While the penetration rate in the U.S. has reached over 120 percent, the Canadian market still shows room for growth. To drive revenu...
Telco trends: Three Ways Mobile Operators Should Engage Customers in 2025
Telco Trends: Three Ways Mobile Operators Should Engage Customers in 2025
Customer expectations are shifting, and mobile operators must adapt to meet the demand for faster, more seamless and proactive interactions. From self-service and automation to personalized recommendations and in-store s...
Making Frontline Representatives More Efficient
Less Time on Service, More Time Selling
Making Frontline Representatives More Efficient: Less Time on Service, More Time Selling
With steadily declining or stagnant profits over the past 30 years and increasing annual operating expenditures (opex), telecommunications carriers (โtelcosโ) are faced with a financial tug of war between optimizing for ...
Why Telcos Are Losing Millions in NFF Warranty Claim Costs
Why Telcos Are Losing Millions in NFF Warranty Claim Costs
Every year, telcos are accruing unnecessary losses to a problem thatโs both common and preventable: warranty claims that are no fault found (NFF) or no trouble found (NTF). These are defined as cases where a customer bel...
The Layers of Mobile Device Intelligence and its Wider Impact
Infographic: The Layers of Mobile Device Intelligence and its Wider Impact
Mobile device intelligence plays a key role in a telco understanding the customer and being able to deliver faster, more efficient service, as well as identify new business opportunities. Read through the infographic bel...
Insurance Attachment in a Shifting Mobile Device Market:
The Case for Digitization and Leveraging Device Intelligence
Insurance Attachment in a Shifting Mobile Device Market: The Case for Digitization and Leveraging Device Intelligence
In the current economic climate, consumers are more reluctant to spend more on devices whose prices continue to soar while advances in manufacturing mean devices last longer. In fact, data shows that smartphone sales in ...
Greener with Tech:
Sourcing Mobile Device Intelligence to More Accurately Manage Second-Hand Inventory and Logistics
Greener with Tech: Sourcing Mobile Device Intelligence to More Accurately Manage Second-Hand Inventory and Logistics
The green leaf or recycling icons have become all too familiar symbols of social responsibility consumers on supermarket shelves and the wider public space, as companies fortify their brand image. As companies whose core...
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Converting Smartphone Intelligence into
Mobile Operator Economic Impact
Converting Smartphone Intelligence into Mobile Operator Economic Impact
The telecommunications industry is in a tough economic environment, grappling with challenges to increase revenue. Over the last two years, mobile operators in the U.S., UK and Canada are fighting to improve bottom line ...