By: Jara Kern
Meet me in the metaverse? By 2026, according to new information from Gartner, at least 25% of us will spend an hour a day shopping, working and socializing in a new digital reality. This change – and others – will take us to new frontiers in customer experience, which is of course the subject of this month’s issue. We’ve rounded up all the latest CX news to keep you up to date.
The top telecommunications industry news of the month are summarized below. To see all the news as it happens, check out PipelineNews Center or subscribe to receive our telecom industry news digest.
According to a survey: despite digitization, the human touch in the customer experience still wins out. According to new research from Amdocs, 85% of consumers still consider knowledgeable and knowledgeable agents in contact centers and retail stores to be essential to ensuring excellent CSP CX. In other research relevant to customer experience, Sandvine’s 2022 Global Internet Phenomena report shows that people care more about the performance of their favorite apps than the underlying networks. It is therefore crucial that 5G and cloud service providers understand the quality of the application experience they are delivering to customers.
The Customer Experience News this month featured a series of product announcements and innovations aimed at improving the customer experience. In addition to publishing its research findings, Amdocs announced a new partnership with Vodacom Group on a multi-country African Center of Excellence to advance next-generation CX with new products and services to market. Nokia has launched two new managed service offerings to help communications service providers deliver a better customer experience and realize faster returns on their 5G investments by better utilizing the intelligence of their network data. Radisys unveiled the Radisys Engage Digital Platform, an open cloud communications platform with new programmable services including conversational AI applications, video-based customer service, hyper-personalized social engagements and industry applications 5.0 enabling human-machine collaboration. CSPs can tailor services to consumer and business segments.
As part of standards development, the Broadband Forum and the Wi-Fi Alliance have released a new suite of standards for managed services and connected device management to deliver an enhanced customer experience. Operators can deploy interoperable customer Wi-Fi optimization and management services and help reduce customer churn and increase average revenue per user.