For today’s telecoms companies personalised customer experience is just as important as the products they offer

By |June 13th, 2019|Telco|

It comes as no surprise that competition in the telco market has become more intense than ever. The explosive growth of connected devices has led to an increasing amount of data being handled by telco operators, leaving businesses with the significant task of working out how to manage it. At the same time, consumers are [...]

Seal the Deal – Where Should Telcos be Putting Most Emphasis to Increase Sales?

By |March 18th, 2019|Customer Experience, Telco|

In a recent research study by Conversity, ‘Supercharging personalisation: behaviour and attitudes in telco buying decisions’ questions were asked about the emphasis customers put on various touch points of the customer journey. What would make them more likely to buy? Was there such thing as too much information? In a world where customers are notoriously able to glean information they want for themselves, was there such thing as too much human interaction when making a purchase decision? Here’s what they had to say…

The Complexities of Cracking the Cross Sell & Why Telcos Need to Know the Worth of Getting Personal

By |February 6th, 2019|Customer Service, Technology, Telco|

Success in telco is so often about fine margins. The difference between closing a sale or losing out to a competitor can hinge on the smallest yet most critical of factors, such as a small disparity in price plans or a superior level of customer service. It almost goes without saying that – in a telco world so fraught with choices and complex buying options – persuading a prospect to become a customer – especially a customer who purchases more than one service or product from you - is about being able to go that extra mile to make sure consumers are given the right guidance at every stage of the buying process.

Regulations and Convergence. Telco Trends and What They Mean for Customer Experience and Engagement

By |January 3rd, 2019|Telco|

Telcos are at the forefront of businesses that need to make significant changes in the coming months if they are to keep up with the tech and connectivity advancements, consumer shopping trends and regulation changes. Experts believe that there will be 20.4 billion connected ‘things’ globally by 2020 and this alone puts a huge pressure on telecommunications companies powering everything from mobile devices to smart cities.

‘The Most Important Data Privacy Regulation in 20 Years’ Making Sure Retailers & Telco Systems are GDPR Compliant

By |May 16th, 2018|Conversity News, Retail, Telco|

The month of May is upon us, and with it comes the much-anticipated GDPR deadline. For retailers and telcos, GDPR is much more than a data cleanse or a one-off frustrating inconvenience, it’s an opportunity to renegotiate the terms of engagement between people, their data, and your company, whilst also throwing light on the systems you have in place to ensure you remain GDPR compliant both now and in the future.

Breaking it down and spreading it out – why Microservice Architecture Matters for Retailers, Telco and Brands

By |December 6th, 2017|Conversity News, Retail, Telco|

if you’re unable to (or not hell bent on) delivering high-quality software with blistering speed, efficiency and an uninterrupted service, the time to panic was yesterday.

The fact that businesses have a continual and pressing need to deploy rapid, frequent changes is hardly a radical or revolutionary idea, yet whilst developers continue to place an importance on simplifying and breaking down code, many at the top are failing to edify themselves about the real, tangible business benefits of moving from an age old monolith to a smarter, more resilient microservices model.

Social Tedia. Create a SMART Revolution not a 24-hour technological distraction.

By |November 17th, 2017|Customer Service, Omnichannel, Retail, Telco|

The final trend from our whitepaper focuses on ‘Social Tedia’ and considers the implication of social tech tools have on our workforce and its output. As technology continues to shape the way we work internally, operationally and the way external forces such as our customers relate to our business or brand, the conversation about ‘productive’ or ‘unproductive’ tech becomes even more important for business leaders.

Fickle Fans. The rise of the 5-star differentiator and exceptional personalisation.

By |October 18th, 2017|Conversity News, Customer Experience, Retail, Telco|

Trend #four of our collaborative Conversity and Sarah Cameron retail and telco whitepaper looks at the rise of the 5-star differentiator and exceptional personalisation. We covet brands and businesses getting it right, and highlight where your time and effort should be focused if you’re going to stay ahead of the competition in 2018. If you haven’t read it, you should. And fast.

Let’s get physical. Oh, and digital. The future of retail, telco and brands 2018

By |July 25th, 2017|Customer Experience, Omnichannel, Retail, Telco|

After becoming thoroughly tired of reading article after article of rehashed content and predictions, Conversity recently published a white paper on the future of retail, brands and telco. A collaboration with the retail consultant, Sarah Cameron, the paper is a concise guide for retail & telco professionals – identifying the five big ideas, trends and predictions in 2018. In this first blog, we look at trend one, where the physical and digital merge for the increasingly intolerant customer.

White Paper: How can Telecoms Plug the Sales Order Leakage Gap?

By |August 22nd, 2016|Conversity News, Customer Experience, Telco|

Sales order leakage is a common complaint within the telecommunications industry. Conversity works closely with numerous international telecoms companies and has created a white paper that seeks to highlight the major pain points in a typical telecommunications consumer environment, combining an analysis of insights and trends from operators and looking at how to plug the [...]

Operating at the Speed of Technology, Your Competitors & Your Customers

By |May 27th, 2016|Customer Experience, Customer Service, Retail, Telco|

It is fair to say almost every industry has either already gone through or will go through a period of accelerated digital transformation in order to find their place in the new world but what triggers the need to embrace digital in your business? We believe it comes down to three things: 1) technology, 2) [...]

Omnichannel Futures, Not Just a Flash in the Proverbial Business Pan

By |March 31st, 2016|Customer Experience, Omnichannel, Retail, Telco|

HOW RETAILERS ARE USING OMNICHANNEL THINKING TO IMPROVE CUSTOMER EXPERIENCES. Omnichannel is a becoming a real retail obsession. It’s on the mouths of managers, the headlines of industry media and being demanded by customers (even if they don’t realise it’s omnichannel they are demanding). Don’t be fooled into thinking this buzzword is just hype though. [...]

Love on the Line. How Telco Should Focus on Relationships to Change the Game

By |March 3rd, 2016|Customer Experience, Customer Service, Telco|

The Telco industry has been connecting people from day one. But the advent of technology, the shift in consumer behaviour and the ever-changing rules of engagement are all causing challenges never seen before in Telco. At Conversity, we’re big believers that the solutions to these challenges lie in forging authentic and well-founded relationships across every [...]

The Economics of Customer Experience

By |November 11th, 2015|brand experience, Customer Experience, Telco|

The good guys and gals at Temkin have put together an interesting infographic around the state of the nation for Customer Experience in 2015 that certainly gave me some food for thought. Of the many stats and insights to ponder, I noted that once again here is a benchmarking piece which underlines the difference in [...]