Tag: customer experience
Mention the forthcoming General Data Protection Regulation – GDPR – and people generally throw their hands in the air. The established view is that it is overly restrictive, burdensome, and anyway no-one will be ready in time. And how are we meant to do business in that kind of environment? Oddly, individuals seem more prepared […]
When you set up a new business there are no real roles, and when it comes to ordering stuff, unpacking the stationery order or washing up the coffee mugs, you just get on and do it. This particular new business is to be a shop, in South West Scotland, selling Art and Antiques, and the building […]
Telecoms executives are increasingly convinced that the world is shifting from value chains to platform-based ecosystems and are keen to play a central role – but that means delivering a strong customer experience via big data analytics, and part of that experience means giving customers as much visibility and control over their data as possible […]
Every day brings another story about an online trader, financial institution, telco or individual being hacked or defrauded. Security breaches are becoming as common as sunrise and sunset, and almost as regular. At a time in history where going digital is deemed to be a survival tactic for businesses and people alike, it is more than […]
You have probably heard stories about how data analytics changes the whole customer experience, and how a store can personalize everything for you. The go-to example was Tesco, which was the role model for loyalty programs and customer analytics – until it encountered serious issues in its business and started to lose market share to […]
The goal of achieving an emotional bond with customers in the telecoms industry is one step closer. According to a new paper from Openet, the key is building a community and attracting and engaging members of that community. While the membership approach may be rare in the telecoms world, and while it may not be […]
Telcos and banks struggle with delivering a good customer experience despite being competitive markets. Michael Porter’s competition analysis model could explain why. I was in Italy and needed mobile data, as I was without a broadband connection. I bought three SIM cards, never got exactly what was promised and one sales person even refused to […]
The IoT sector needs to change gears and focus on user problems and multi-level collaboration if it’s going to reach its full potential. Oh, and low-power WANs will be a loss maker if your business model is based mainly on connectivity revenues. In a presentation at the TM Forum Live! Asia conference in Singapore, Charles […]
Put a bunch of operators and vendors together on a panel about digital transformation (or just about any topic, really) and you’re going to get some diverse comments. But at a panel on “coming to terms with the digital reality” at TM Forum Live! Asia on Wednesday, one point of agreement was that successful digital […]
There’s lots of talk about how big the opportunity is for new banks to do banking differently but what really matters is the experience for customers day-to-day. My colleagues here at Disruptive Views have first hand experience of the pain and obstructionism in opening a new business account with a legacy bank. Recently I was […]
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