• Putting Customer Experience at the heart of operating models

    Posted by Rick Kapani on 22 July - 2,633 views

    Customer service is a people thing. It’s about how consumers, the people who buy things interact with the people at companies. Making that relationship work means those who are customer facing need the right tools to provide the highest quality of customer service. The Apptium philosophy of puts customer experience at the heart of next-generation operating models.  A customer quickly loses its faith and the service provider ...
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  • 5G & what it means for service assurance

    Posted by Mounir Ladki on 31 May - 5,352 views

    5G; first there was a vision, then there was hype, then there were promises. Finally, it’s here (or at the very least coming soon to a network near you). Even in the UK, a market that was in danger of lagging behind on its 4G launches, we’re seeing EE switch on its 5G services in six UK cities this week, with Vodafone UK hot on ...
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  • Kill the RFP? Yes please!

    Posted by Payam Taaghol on 22 May - 5,743 views

    Agile procurement can save billions and accelerate innovation!We have contributed to the most recent TM Forum research report “Time to Kill the RFP?”, looking at how the telecoms industry approaches procurement and how the process can be improved to save time, money and effort for all involved – CSPs and vendors alike.  Yes that’s right, a report into procurement processes – I can almost hear the ...
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  • MWC 2019 - 5G, “Killer” Robots, & the real opportunity for SP

    Posted by Glenn Gibson on 24 April - 10,944 views

    Well, another Mobile World Congress has come and gone, another badge put to rest reminding me of how many years I’ve been at this game. As grueling as it can be, I’m quite fond of the ritual descent upon Barcelona and the demanding pace and non-stop interaction with all sorts of people (and now robots) that ensues over the course of MWC week. For those ...
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  • From AI to Customer Satisfaction in 5 ways

    Posted by Deren Akpinar on 20 September - 16,966 views

    Artificial Intelligence (AI) is not only going to profoundly change that way in which service providers operate their networks and do business, but it is also going to dramatically change the way they interact with their customers. In fact, using AI to enhance interactions with customers is the single most popular application today. According to Gartner Research, more than 85% of all customer interactions will ...
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  • Will AI end fraud in telecoms?

    Posted by Ali Durmus on 29 August - 25,196 views

    Fraud is, unfortunately, still rife throughout the telecommunications industry, and has previously proved remarkably resistant to efforts to stamp it out. Indeed, the TM Forum says fraud remains one of the most significant threats to operator margins and security today, noting that fraud attacks “occur continuously on even the most monitored networks, forcing operators to constantly improve their methods of protection”. We are all, by now, fairly ...
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