Subtonomy Blog

In the telecom industry, the "escalation" is often viewed as a necessary safety net, a way to ensure complex technical issues reach the right hands. But from a performance and profitability perspective, every escalation is a failure of the first line to resolve an issue. It’s not just a transfer of a call; it’s a massive multiplication of cost, a spike in customer effort, and a drain on your most expensive technical resources.

In an era where "digital transformation" tops every boardroom agenda, we are seeing a paradoxical trend: customer service departments, especially in complex industries like telecom, are more overwhelmed than ever. Despite massive investments in chatbots and knowledge bases, the phones keep ringing with the same exhausting questions.

Unlocking this vision of customer care – one that is customer-centric, technologically advanced and which enhances satisfaction and loyalty – relies on really understanding the customer and what they’re experiencing.

The latest 2024 and 2025 customer satisfaction reports from across the Nordics are in, and they paint a picture of a telecom market at a crossroads. While network quality and speed have become table stakes, the real battleground for customer loyalty has shifted decisively to the customer experience. The data from SKI and EPSI reveals a stark divide: some operators are pulling ahead by mastering the service experience, while others are seeing satisfaction levels drop. For Comm

Many customers fear that GenAI will simply become another obstacle between them and an agent. In fact, research by the Harvard Business School has shown that 30-50 per cent of people are willing to wait hours for a human to respond to their problem, rather than receive an instantly generated AI response.

From reactive crisis centers to proactive relationship hubs In the past, the majority of customer support resources in telecoms were dedicated to handling inbound inquiries – whether these were complaints, requests for support, informational or educational requirements, or sales inquiries. Telecom call centers were reactive, crisis management centers, which were viewed as a cost center and whose main KPIs therefore centered around operational performance (answering calls as q

A recent article by Analysys Mason highlighted the emergence of customer experience index (CEI) as a measure. Older measures of customer satisfaction (such as NPS) are limited in their accuracy and usefulness. Such methods offer static snapshots of experience which don’t relate to satisfaction, help CSPs understand what is influencing the score, or reveal what can be done to change it. The Power of CEI CEI has emerged as a more dynamic way of measuring experience that is gra

In today’s hyper-competitive telecom market, customer experience (CX) is the battleground. Yet many support teams are held back by siloed...

As 2024 draws to a close, Subtonomy’s experts got together to predict the next key trends likely to shape the telecoms customer support mark

Explore further ways in which AI helps transform and improve telecom customer service.

AI will have a huge impact on customer experience and customer service. Here are three ways how AI is making CX better.

Discover 5 ways how to address silent customers to improve customer engagement and 5G support experience

Customer service has a long and storied history, dating back to ancient times. A fascinating artifact in the British Museum reveals a...

Telecom operators must shift from a culture of apologies to one of action.

Interactive Voice Response (IVR) systems have long been a staple of telecom customer support, designed to streamline calls and direct...

The most frustrating part of the care experience is waiting in the support queue. 29% are unwilling to wait longer than 5 minutes for help.

Empowering Telecom Customer Support with AI and 5G: Insights from Subtonomy CEO at MWC 2024

With the switch to human-centric telecoms, this article explores the benefits of empowering your customer service reps with the right tools.

For FWA to work as expected by customers, a level of insight that many service providers haven’t traditionally had is necessary.

Discover the game-changing telecom trends for 2024 - Master your AI & customer-centric strategies, get insights on digital identity & more.