Subtonomy Blog

Global communications service providers (CSPs) collectively spend approximately $90 billion annually on labor costs tied to customer experience (CX) operations. Yet, according to the groundbreaking TM Forum Agents of Change Report, while over half of all operators have rushed to put generative AI chatbots into production, these early standalone solutions consistently fail to deliver real business value. They find themselves trapped in "disconnected intelligence" – trained on

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.

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

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