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.

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