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.
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.
The first bill can often be a point of frustration and confusion in the customer lifecycle. Laura Broers looks at why this is, and what can be done to transform the first bill from a CX blackspot into a loyalty-generating experience.
Many CSPs view overage charges as a welcome additional source of revenue, but for their customers', unexpected additional costs can have long-term consequences and impact the customer relationship. Philipp Reischauer explains how you can boost revenues while creating stronger customer relationships.
Innovation is one of the biggest buzzwords in the telecoms industry. Every CSP wants to be innovative, but what does innovation mean when applied to billing? Bill Specialist Rob Vos explains why innovating the billing experience is so important for customer satisfaction and retention.
5G is paradigm changing - bringing with it a host of new services, as well as increased reliability, performance and efficiency. To build a 5G business and drive value, however, CSPs must ensure they meet their customers’ evolving expectations of more personal experiences, increased relevancy and deeper engagement
Telecoms has traditionally taken an organization-centric and command-and-control approach to innovation. But people are inherently creative and increasingly want to shape their own experiences. How can telecoms firms support this need? How does co-creation affect bills? Rob Vos, Calvi’s business consultant investigates.
Seven of the ten most valuable companies in the world are now platform businesses. With the advent of the Platform Economy, Rob Vos, a Senior Calvi Consultant examines how CSPs can leverage their strengths to compete and thrive in a world dominated by platforms.
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