MCE’s Blog
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...
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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...
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...