MCEโs Blog
4 device-related customer service stats mobile operators must know
TL;DR For MNOs and MVNOs (mobile operators), customer support costs can quickly add up. The third biggest driver of those calls are about mobile device issues. If your team hasnโt taken a close look at how device issues ...
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4 device-related customer service stats mobile operators must know
4 device-related customer service stats mobile operators must know
TL;DR For MNOs and MVNOs (mobile operators), customer support costs can quickly add up. The third biggest driver of those calls are about mobile device issues. If your team hasnโt taken a close look at how device issues ...
Why device diagnostics is essential to mobile operators gaining a competitive edge
Why device diagnostics is essential to mobile operators gaining a competitive edge
TL;DR For years, mobile network operators (MNOs and MVNOs alike) have poured resources into building out or securing network coverage and stronger billing systems โ all with one goal: to win and retain customers. And whi...
The Fantastic Four Telco Customers: How digitization of experience and AI affect Gen Z to the Golden Years
The Fantastic Four Telco Customers: How digitization of experience and AI affect Gen Z to the Golden Years
Telco customers range from value-seekers to tech enthusiasts to families โ serving them all requires a unified, device-related journey experience, enhanced by AI. When combined, AI and dDLM (Intelligent dDLM) establish t...
Transforming Device Troubleshooting to Better Monetize, Reduce Cost of Service and Retain Customers
Transforming Device Troubleshooting to Better Monetize, Reduce Cost of Service and Retain Customers
Device care or troubleshooting is broken, when viewed from the eyes of the customer. When a device issue occurs, NPS already drops by 19 points and a further 36 if it remains unresolved. This impedes the ability to retai...
Leveraging GenAI to Deflect Device Troubleshooting Inquiries in Retail and Support
Leveraging GenAI to Deflect Device Troubleshooting Inquiries in Retail and Support
Customer support has become a significant cost center for mobile operators. For three consecutive years, mobile operators experienced more than a 4 percent year-over-year increase in operational expenditures, much of it ...
Building Customer Experience with Bricks: The Tech Needed to Manage Multiple Mobile Device-Related Journeys
Building Customer Experience with Bricks: The Tech Needed to Manage Multiple Mobile Device-Related Journeys
Operators have invested in billing and network enhancements toward addressing customer lifetime levers (CLV) levers โ cost of service, customer retention and monetization of interactions. The last bastion, however, left ...