All Customer/User experience (CX/UX) articles
-
M&AAustralia’s Waveconn bulks up tower portfolio with Optus deal
Towerco to acquire hundreds of new sites from Australia’s number-two operator, further expanding its tower portfolio. Optus says the sale raises cash to fuel investments elsewhere…
-
Suppliers & SCMSafaricom enters market for new BSS partners
Kenyan operator launches tender for vendors to support a multi-year overhaul of its BSS and CRM setup.
-
TechnologyCase study: Vodafone seeing tangible AI success in the field
Vodafone and Celfocus unveiled early but striking results in embedding AI into field operations — cutting repeat visits and harmonising quality — to both accelerate the operator’s zero-touch ambitions and sharpen customer focus.
-
TechnologyAI data liberation: inside Boost’s escape from the telco legacy trap
Fragmented legacy systems are preventing telcos from capitalising on their data and AI. Boost Mobile defied industry orthodoxy by adopting Wavelo’s event-driven architecture, creating an agile platform to liberate data, enhance customer experience, and be ready for the next wave of AI innovation. Learn more…
-
Network & InfraVodafone Germany changes the channel for cable upgrade
Operator launches nationwide spectrum optimisation programme aimed at improving broadband speeds and driving efficiencies, with fresh NorDig LCN technology delivering customer experience improvements for cable and fibre users…
-
PeopleT-Mobile US: Almeida takes on mega-Growth; Saw top-Tech
Deep Dive: Significant leadership update brings in new head of Growth, promotes CTO. Almeida to marshal M&A war chest, lead pursuit of new revenue streams beyond core mobile business, particularly adtech, B2B and fibre.
-
Financial & PerformanceTalkTalk bags £100m in latest financial restructuring
Troubled UK provider raises £100m as part of wider financing deal, reportedly providing short-term relief on debt struggles…
-
MarketingTelefónica España brings back the human touch with CX overhaul
Movistar por Ti is to be extended across the Spanish unit’s customer base, featuring a platform-based approach to customer services underpinned by AI, but emphasising support from actual people.
-
Financial & PerformanceVodafone braces for UK merger impact, lines up €1.5bn investment for inaugural year
FY24–25: Vodafone CEO Margherita Della Valle teases imminent deal completion and rapid integration to follow.
-
InnovationVodafone finds AI ROI in “rewiring” internal processes
As the Group sharpens focus on AI use cases that deliver value, the operator has notched up early wins in overhauling customer service and internal operations.
-
TechnologyDT taps McKinsey to build AI training engine
Deutsche Telekom rolls out personalised training and coaching for employees using AI-powered engine designed by McKinsey’s QuantumBlack.
-
PeopleEx-BT digital chief Harmeen Mehta joins Equinix
Transformation chief and ‘AI leader’ takes to new Californian digs as Equinix CDIO, tasked with driving digital transformation and innovation strategy.
-
Network & InfraMonetisation talks as Telefónica begins data-led 5G core update
Operator running tech partner selection process for new network data analytics function in mobile core stack.
-
InterviewDeutsche Telekom’s Abrahamson keeps firm hand on AI ‘fire hose’
Jonathan Abrahamson says the speed of AI-related developments can feel overwhelming, but DT keeps its focus on selecting and solving the key problems.
-
InnovationBT further sharpens networks focus with innovation strategy shift
MWC 2025: BT Business director Hena Jalil outlines shift in innovation approach to align with broader shift to focus on connectivity rather than non-core verticals. Group continues to build AI expertise in search of new network features and products.
-
Network & InfraRAN optimiser brown-iposs takes on UX automation challenge
In the age of real-time expectations, the Bonn, Germany-based specialist is removing significant friction from operational data delay and privacy compliance for RAN automation. Discover how the AI-enhanced CARAT solution employs digital twinning to accelerate fault resolution, assisting operators with critical challenges of user experience, multi-vendor complexity and lock-in…
-
Venturing & InvestmentsDeutsche Telekom invests in voice AI startup ElevenLabs
Group’s corporate venture arm T.Capital splashes out on a strategic stake in UK-based artificial intelligence voice startup ElevenLabs with intentions to roll out the popular tech to customers.
-
Strategy & ChangeBT seeking SMB gains with EY insight, Pega platforms
Under the hood: how BT worked with EY and Pega to achieve a 360-degree customer view, implementing AI-powered propensity models, data-driven decisioning and hyper-personalisation to step up SMB engagement.
-
Products & ServicesTelefónica brings Perplexity tie-up to Spanish customers
First fruits from Telefónica’s investment in and commercial agreement with Perplexity as operator offers premium Pro version for free for a year for all Movistar customers.
-
InnovationVodafone sees meaningful impact as AI hits CX and beyond
Operator’s AI director highlights significant improvements in CX for its chatbot users as multi-vendor AI raises standards and delivers consistency, also driving 20% lift in procurement efficiency. Ensuring usable and accessible data can be the biggest cost…