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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Fueling Your Telcoโs GenAI for Customer Experience: The Importance of Accessing the RIGHT Data
Fueling Your Telcoโs GenAI for Customer Experience:ย The Importance of Accessing the RIGHT Data
Artificial Intelligence (AI) and, more specifically Generative AI (GenAI), are transforming the telecom industry for the better. Nearly 100 percent of telecommunications organizations are actively exploring or implementi...
The Symbiotic Relationship Between Digital Maturity and Applied AI for Mobile Operators
The Symbiotic Relationship Between Digital Maturity and Applied AI for Mobile Operators
The telecom industry is rapidly integrating AI, with 97% of operators adopting or assessing AI and 49% already implementing it in their operations to automate customer support, streamline operations and improve how they ...
Ubiquitous, But Ready to Deliver? MWC AI for Telco Takeaways and the Rest of 2025
Ubiquitous and Exciting, But Ready to Deliver? MWC AI for Telco Takeaways and the Rest of 2025
“Who here hasnโt seen AI at this exhibition yet? Raise your hands,” asked a telco product and technology executive during a speaker session at MWC 2025. The question wasnโt just rhetoricalโit captured the ess...
MCE and TELUS expand partnership with
new GenAI venture following pilot success
MCE and TELUS expand partnership with new generative AI venture following pilot success
With MCEโs generative AI pilot delivering on key TELUS and Mobile Klinik (MK) business objectives, TELUS will deploy it across their mobile app customer journeys MCE Systems announces the expansion of its partnership wit...
eSIMs Are Gaining Ground โ What This Means for Customer Acquisition and Retention
eSIMs Are Gaining Ground โ What This Means for Customer Acquisition and Retention
eSIMs have gone from an emerging technology to a mainstream solution in mobile connectivity. In the U.S., all new iPhones have been eSIM-only for at least two years, and Canadaโs latest iPhone 16 has followed suit. Other...
Gamifying the User Experience to Drive More Promo Conversions on Mobile App
Gamifying the User Experience to Drive More Promo Conversions on Mobile App
Gamification has already proven its ability to boost engagement and satisfaction in customer care, helping mobile operators encourage self-service adoption and reduce support costs. But what happens when this same approa...
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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...
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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...
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What mobile operators should look for when choosing their 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...