In this paper we analyze approaches in the form of co-innovation, co-design, and co-creation of value. We explore these concepts in a telecoms context, how they help DSPs build greater value, and what the consequences will be on systems and processes that capture and communicate value.
In this report we will look at why co-creation is so important to CSP success, how co-created solutions are built, and the impact this will have on enterprise bills.
When it came to improving the customer journey for their business customers, T-mobile recognized that their Enterprise customers demanded more enhanced self-service bill reporting and expense management capabilities.
In a co-creation world, customer centricity is key to designing products and services that precisely meet customer needs. But what if all this positive energy results in an incomprehensible and frustrating bill experience?
As CSPs become increasingly interested in the opportunities presented by the Co-Creation Economy, Rob Vos looks at how their ambitions will affect their bills.
In this blog, guest author Teresa Cottam, Chief Analyst at Omnisperience, looks at the potential for co-creation of value – the result of collaborative innovation where ideas are shared and improved together with partners and customers - as well as the importance of having the right infrastructure to successfully monetise the opportunities presented.
In this blog, guest author Teresa Cottam, Chief Analyst at Omnisperience, looks at why CSPs must accelerate co-innovation during the cost-of-living crisis, while pointing out the importance of not overlooking value capture and communication.
In this E-book we present the current state of channel support based on research we conducted in co-operation with ETIS and 22 CSPs, to serve as a performance benchmark.
CSPs are investing in various digital channels to communicate bills and support bill-related inquiries. But support costs are not decreasing and customer journeys are still not seamless. Laura Broers looks at what CSPs can do to improve their omnichannel support.
With customer service leaders increasingly challenged to address the needs of the “now culture” and “me-conomy,” Katarina Radman explores what this means for telecoms CX leaders thinking of investing in their omnichannel support.
It’s not just electricity prices that are soaring – so are customer expectations. In this blog, Laura Broers looks at what’s coming next in omnichannel customer support and explains how CSPs can ready themselves to deliver better support for billing inquiries.
Queues for customer support have lengthened, along with average call lengths – presenting new challenges for call center and CX executives. In this blog, Katarina Radman examines why this is happening and what can be done to alleviate it.
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