Tag: customer experience

Is it time that we began to think of the GDPR as an opportunity?

Is it time that we began to think of the GDPR as an opportunity?

Written by on November 22, 2017 in Opinion with 0 Comments

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 […]

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Was this experience with EE the most frustrating ever?

Was this experience with EE the most frustrating ever?

Written by on November 20, 2017 in Opinion with 2 Comments

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 […]

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You cannot deliver great customer experience without trust

You cannot deliver great customer experience without trust

Written by on September 25, 2017 in Opinion with 0 Comments

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 […]

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Senior execs: try your company’s online experience – and weep

Senior execs: try your company’s online experience – and weep

Written by on July 20, 2017 in Opinion with 0 Comments

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 […]

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Data analytics is great, but how can you use it to make money?

Data analytics is great, but how can you use it to make money?

Written by on July 11, 2017 in Guest Blog with 0 Comments

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 […]

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Applying the membership approach to telco customer experience

Applying the membership approach to telco customer experience

Written by on June 13, 2017 in Opinion with 2 Comments

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 […]

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What makes banks and telcos bad at customer experience?

What makes banks and telcos bad at customer experience?

Written by on May 31, 2017 in Guest Blog with 0 Comments

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 […]

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Guess what? For IoT to succeed it must focus on the customer

Guess what? For IoT to succeed it must focus on the customer

Written by on December 12, 2016 in Opinion with 0 Comments

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 […]

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Panelists at TM Forum Live! Asia come to terms with digital reality

Panelists at TM Forum Live! Asia come to terms with digital reality

Written by on December 9, 2016 in Guest Blog with 0 Comments

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 […]

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The opportunity for ‘new’ banks (and don’t try doing business on a bank holiday)

The opportunity for ‘new’ banks (and don’t try doing business on a bank holiday)

Written by on June 13, 2016 in Guest Blog with 0 Comments

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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