MCE’s Blog
When Every Rep Is Your Best Rep: How AI Standardizes the Retail Floor
The retail store isn’t going away so quickly. But the job it does is changing fast and communication service providers (CSP) that win the next five years will be the ones who figure out how to deliver an experience...
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When Every Rep Is Your Best Rep: How AI Standardizes the Retail Floor
The retail store isn’t going away so quickly. But the job it does is changing fast and communication service providers (CSP) that win the next five years will be the ones who figure out how to deliver an experience...
The True Value of Customer NPS and the AI-Driven Strategy to Tackle it
Publicly, customer experience is marketed as a top priority, but behind the scenes NPS sometimes gets treated like a report card – something documented, discussed in a quarterly review and moved on from. But for communic...
[Panel] The Telecom AI Juncture: Building Customer Affinity via Device Experience
In the AI era, telecommunications operators are at a strategic crossroads. For decades, competitive advantage was built on spectrum coverage and speed and associated pricing. Today, however, customer loyalty is shaped le...
MWC 26: What telco execs should ask about key tech themes of interest
MWC will surely bring product launches and big promises: satellites, AI devices, new network optimization tech and a newer pitch about “Agentic AI.” The value for carriers comes from the practical details, not just the c...
[Video] Telecoms at the AI Juncture with Mark Evans
Telecoms companies sit at a critical juncture with AI’s ubiquity and an evolving set of consumer expectations about their experience. With a saturated market and network becoming commoditized, telecom operators hav...
From Fixed to Dynamic: How Agentic AI Turns Device Data into More Trade-In Opportunities
The market for circular mobile devices is projected to exceed $150 billion by 2027, while consumer appetites grow for second-hand, refurbished devices, especially as new premium device price tags continue to rise. This c...
3 Big Shopping Trends for 2026 & 2027: What it Means for CSPs
As customers’ shopping preferences change over time, communication service providers (CSPs) are not immune. For 2026–27, three big trends should shape how operators need to think about products, service and loyalty: the ...
Telcos 2030 and Beyond: Challenges and the AI Opportunity to Own the Customer
Telcos are at a unique, albeit challenging, juncture. Connectivity (voice, text, data) is becoming a commodity, and “great coverage” alone rarely wins loyalty anymore. Meanwhile, the most important customer relationship—...
[Infographic] Top Mobile Device Issues Consumers Voiced About in 2025
In 2025, telco customers reported a wide range of device problems that interrupt daily use and fuel frustration. When these kinds of mobile device issues happen, they cause a 19-point NPS drop with customers – even dropp...
[Infographic] ‘Are We There Yet?’ The Historical Route of the Mobile Operator App and the Future
It’s been many years in the making, from AT&T’s first app for the iPhone to the trilaterally-developed SoftCard payment option. Now that AI is here, where do we go forward? Click the image below to see th...
Top 4 Mobile-Themed Stories That Carriers Must Watch Closely in 2026
TLD;DR 2025 saw the accelerated introduction of new network infrastructure, a device-level AI arms race, ramping up of repair rights and a growing trade-in market. All of these are all reshaping the rules for 2026 – and ...
[Infographic] Three Qualities Agentic AI for Customer Service Must Have
Looking to implement Agentic AI for customer service applications? There are several considerations to ensure success. We give you three qualities that Agentic AI must have to successfully support a mobile operator’...