Subtonomy Blog

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

The Swedish Internet Foundation's latest report, " Svenskarna och internet 2025 ," (The Swedes and the Internet), is a comprehensive look into Sweden's digital habits. For the telecommunications industry, it’s more than just a report; it's a roadmap to the modern customer's expectations and frustrations. The data reveals three critical trends that every provider must address: the unstoppable shift to third-party communication apps, the perilous gap between digital convenience

The real story behind AI-led cost-cutting in telecom customer support In a recent issue of Euromedia magazine  (May-June 2025), analyst Teresa Cottam outlined how UK telecom operator Sky aims to decrease its customer support costs by laying off 2,000 staff and replacing them with a combination of AI and outsourced workers. Sky claims this is because customers no longer wish to call customer service agents, preferring to use their app and website instead. What customers actua

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

The Summer Surge: A Challenge for Mobile Networks As festival season in Europe gets underway, the role of telecoms in delivering a great...

Subtonomy is featured in TM Forum’s latest report, “Humanizing AI: putting people at the heart of customer experiences,” which explores how

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

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

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.

Subtonomy SubCell provides the insight operators need to manage both the roll out of their new 5G networks and the sunsetting of 2G & 3G.

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.

What if service providers could insulate against future change and extend the life of their passive probes?

It’s never been more important to maximize customer experience in telecoms, as according to the 2022 State of Customer Churn in Telecom...

Future telecoms industry success lies in providing a seamless and consistent customer experience (CX) across every touchpoint and supporting

The TM Forum recently published a report on utilizing AI in telecoms customer service. Subtonomy’s Tina Rosen caught up with the author,...

CSPs love them and have spent millions on them, but customers frequently aren’t so impressed. Back in 2016 bots were spoken about by the...

When customers don’t interact with their CSPs the result is a range of negative outcomes.

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