MCE’s Blog
The Sell More, Serve Smarter Argument for Adopting Applied AI
For mobile operators, ARPU growth is no longer keeping pace with rising operating expenses (OpEX). OpEx has risen by over 4 percent annually for three years running, while ARPU growth is expected to land somewhere betwee...
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The Sell More, Serve Smarter Argument for Adopting Applied AI
The Sell More, Serve Smarter Argument for Adopting Applied AI
For mobile operators, ARPU growth is no longer keeping pace with rising operating expenses (OpEX). OpEx has risen by over 4 percent annually for three years running, while ARPU growth is expected to land somewhere betwee...
How fragmented customer experience counteracts the benefits of AI
How fragmented customer experience counteracts the benefits of AI
Most customers prefer omnichannel engagement with their mobile operator, with 59 percent opting for a digital-first approach – defined as the ability to engage a mobile operator or solve a device-related issue remotely v...
How Customer-Facing GenAI Helps Telcos Monetize Interactions
Commercializing the Unexpected: How GenAI Helps Telcos Monetize Customer Interactions
Mobile operators are under constant pressure to maximize customer lifetime value (CLV), and there are three critical levers to pull: improving customer experience, enhancing operational efficiency and increasing monetiza...
Unlocking Business Value with GenAI: Identifying and Proving the Right Use Case
[Panel video] Unlocking Business Value with GenAI: Identifying and Proving the Right Use Case
In an increasingly digital world, customers are demanding greater personalization in their service. To meet them on their terms, telecommunications carriers are working to transform how they deliver customer experience t...
GTC 2025 Reflection: Is AI Underhyped? How to Meet AI’s Expectations
GTC 2025 Reflection: Is AI Underhyped? How Mobile Operators Can Meet AI Expectations
At GTC 2025, Nvidia’s telecom chief told Fierce Network that AI is underhyped. CEO Jensen Huang expressed that this year was the Super Bowl of AI, where everyone is a winner. In other words, AI is huge, but “you ain’t se...
Fueling Your Telco’s GenAI for Customer Experience: The Importance of Accessing the RIGHT Data
Fueling Your Telco’s GenAI for Customer Experience: 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...
How AI Helps Telcos Become Customer-Centric and Drive Better Business Outcomes
How AI Helps Telcos Become Customer-Centric and Drive Better Business Outcomes
Mobile operators are increasingly focused on improving customer lifetime value (CLV) by boosting operational efficiency, enhancing customer experience, and identifying new monetization opportunities. With operating expen...
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 hasn’t 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 wasn’t just rhetorical—it captured the ess...
eSIMs Are Gaining Ground – What This Means for Customer Acquisition and Retention
eSIMs Are Gaining Ground – 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 Canada’s 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...
What should mobile operators expect from MWC 2025?
What should mobile operators expect from MWC 2025?
The telecom industry is undergoing a shift – from product-focused strategies to customer-focused models that prioritize personalization that meets the interactions across every touchpoint. Customers expect faster resolut...