MCE’s Blog
How do on-device diagnostics help MVNOs open insurance enrollment?
TL;DR For MVNOs, device insurance can be more than just a value-added service to customers, but a real growth lever for operators. The mobile device insurance market in North America is on track to nearly triple by 2032,...
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How do on-device diagnostics help MVNOs open insurance enrollment?
How do on-device diagnostics help MVNOs open insurance enrollment?
TL;DR For MVNOs, device insurance can be more than just a value-added service to customers, but a real growth lever for operators. The mobile device insurance market in North America is on track to nearly triple by 2032,...
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 hasn’t 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 – all with one goal: to win and retain customers. And whi...
4 Lessons from Implementing Customer-Facing GenAI for an MNO
4 Lessons from Implementing Customer-Facing GenAI for an MNO
The urgency to implement GenAI is increasing. Already 50 percent of telcos indicated that they are actively adopting or assessing GenAI use cases, with customer experience a top priority for AI implementation. In 2024, T...
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 — 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...
Building customer trust towards more mobile device trade-ins
Building customer trust to drive more mobile device trade-ins
Customers are interested in trading their devices in, but are hesitant for a number of reasons — from lack of awareness about the programs to uncertainty about the value they will receive for their device. Telco solution...
The Triad of Data Points in AI-Driven, Device-Related Customer Experiences
The Triad of Data Points in AI-Driven, Device-Related Customer Experiences
Nearly 80 percent of consumers are looking for personalization in their service, requiring digitization of service processes and intelligence. For organizations aiming to deliver personalized experiences, Applied AI offe...
The Importance of Fluid Transition Between Digital and Retail Channels
The Importance of Fluid Transition Between Digital and Retail Channels
Today’s telco consumers expect seamless, omnichannel experiences. Seventy-three percent of customers rely on multiple touchpoints when shopping, seamlessly switching between digital and in-person interactions, and 59 per...
What Does the Retail Customer Experience of the Future Entail?
[Video] What Does the Retail Customer Experience of the Future Entail?
Retail isn’t going away so quickly, but how it will serve customers and manage labor staff will shift. In this video, Denise Daghstani discusses the challenges mobile operators face in delivering better customer ex...
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 ...
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...