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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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 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...
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 – cost of service, customer retention and monetization of interactions. The last bastion, however, left ...
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...
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 ...
Why Telcos Are Losing Millions in NFF Warranty Claim Costs
Why Telcos Are Losing Millions in NFF Warranty Claim Costs
Every year, telcos are accruing unnecessary losses to a problem that’s both common and preventable: warranty claims that are no fault found (NFF) or no trouble found (NTF). These are defined as cases where a customer bel...
Insurance Attachment in a Shifting Mobile Device Market:
The Case for Digitization and Leveraging Device Intelligence
Insurance Attachment in a Shifting Mobile Device Market: The Case for Digitization and Leveraging Device Intelligence
In the current economic climate, consumers are more reluctant to spend more on devices whose prices continue to soar while advances in manufacturing mean devices last longer. In fact, data shows that smartphone sales in ...
Innovating the trade-in value proposition for Vodafone UK
[Video] Innovating the trade-in value proposition for Vodafone UK
Leigh Wilkes, trade-in product manager, and Vodafone colleagues, as well as customers, walk through the digital-first, app-based mobile device trade-in experience engineered by MCE and winner of a gold 2023 UK Customer E...