Subtonomy Blog

To build an AI that actually works, we must understand the drivers of customer loyalty. Our own market research, The State of Mobile & Broadband Customer Support, reveals a clear trend.

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.

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

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

In December 2023, we predicted the top telecoms trends that would shape the market in 2024. So how did we do? 2024 telecom trend...

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

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