SUBTONOMY BLOG

The UK regulator Ofcom recently released its sixth annual report on customer service levels in the UK telecoms industry, which...

– how European ISPs can ensure gigabit broadband is both profitable and affordable 2022 is the year of the Big Dig. The EU’s main goal...

Asian CSPs have been at the forefront of digitalization, are world leaders in 5G and pioneers in IoT, AI, smart cities, VR and AR.

CSPs love them and have spent millions on them, but customers frequently aren’t so impressed. Fredrik Edwall looks at what’s going wrong...

- it’s actually a big red flag CSPs often work from a presumption that the fewer calls they’re getting from their customers, the better....

Customers expect 5G to deliver a step-change in their experience and have distinct ideas about how they wish to be supported.

CSPs are betting big time on 5G. To justify this high level of spend, they need to ensure that all the critical success factors required to

The work of rolling out 5G core in Europe emerges. We all probably agree that 5G will once again revolutionize the way we use mobile...

The subscribers at a Communication Service Provider (CSP) today are generally underserved when it comes to customer service in general...

Soon 50% of mobile subscribers are tech savvy digital natives, who expect that 100% of their interactions with Telco’s is supported...

New lockdowns around Europe and the rest of the world testify that our changed work habits due to the Covid pandemic will continue to...

During the week, this year's digital edition of Customer Contact Week took place. It is at least a different and a little more familiar...

5G with all its features and promises is here and lots will change with it. But what will it mean for an operator’s customer support?...

Customer service has often been a reactive activity for CSP’s. When customer complaints come in, they are, in best case, mapped to known...

Peter Drucker famously said “if you can’t measure it, you can’t improve it”. This holds true also for mobile operators and how your...

Back in the 1960s, a revolution happened in banking. The ATM arrived making it possible for customers to withdraw money automatically...

We’re all familiar with the expression “no news is good news”. But when it comes to customer satisfaction, this may unfortunately not be...

So you’re seeing the benefits of introducing a chatbot in your customer support, but have you thought about how human your chatbot should...

Companies that introduce self-service options earn more from their customers. Why? We’re getting used to walking into our favorite...

A romantic weekend away in Paris has begun and you’re looking for that perfect restaurant for the perfect evening. But your mobile is not...