MCEโs Blog
3 customer experience data points across service channels to know
Understanding customer preferences and pain points around device-related service unlocks key opportunities for operators to deliver a better experience, reduce operational strain and drive new opportunities for upsell. I...
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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 โ 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 AIโs Expectations
GTC 2025 Reflection: Is AI Underhyped? How Mobile Operators Can Meet AI Expectations
At GTC 2025, Nvidiaโs 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 โyou ainโt se...
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 โ cost of service, customer retention and monetization of interactions. The last bastion, however, left ...
Fueling Your Telcoโs GenAI for Customer Experience: The Importance of Accessing the RIGHT Data
Fueling Your Telcoโs GenAI for Customer Experience:ย 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 hasnโt 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 wasnโt just rhetoricalโit captured the ess...
eSIMs Are Gaining Ground โ What This Means for Customer Acquisition and Retention
eSIMs Are Gaining Ground โ 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 Canadaโs 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...