Products and Customer Experience

The new Gaining Provider Led switching process in the UK took a major step forward recently. With the publishing of the proposed retail processes and the technical interface to the

While most industries faced financial difficulties due to COVID-19, Internet streaming platforms have seen record subscriber growth. However, demand for online video content has also led to greater VPN usage.

FTTP and gigabit cable will soon be the primary access options for most households in industrialized countries. What drives churn when speed is no longer a bottleneck and service incidents

In this first of the Product Insights series, we’ve taken our learnings from engagements with some of the leading CSP brands across the globe to create new ways of tackling

Sharing account credentials for video streaming services has become the norm for many people today. How did password sharing become socially acceptable, what does this mean for video providers’ business

Sharing passwords for streaming video subscriptions isn’t a new issue, but how common is it? We recently conducted a survey to see how today’s consumers access streaming video content and

For many service providers, the way to prevent illegitimate account sharing and fraud is to employ highly restrictive access barriers. However, these tactics may prove impractical, worsen the customer experience,

Having established the possibilities of using network data and artificial intelligence in Part 1 of our series on network analytics, in Part 2, we define a framework that telecom companies

With consumers increasingly looking to outside support to solve their home connection issues, internet service providers are well-positioned to take the lead on Wi-Fi. The consumer home, however, is a

Much of what consumers experience of artificial intelligence (AI) has been focused on front-end customer use cases. But AI has the potential for so much more. This first of a

Up until now, consumers have shared their account passwords to streaming video services with little or no impunity. That era may soon be over, with Pay TV and OTT markets

Network inventory and CRM systems should be an excellent source of information for regulatory authorities in a review of the business connectivity market. However, in practice, service provider data quality

Early-life churn often accounts for ten to fifteen percent of all customer losses – we look at the reasons why customers leave and how service providers can address the underlying

How business self-reflection aids in aligning long-term strategic priorities with continual business development for product-driven businesses.

The next generation of wireless communications is on the horizon, and the telecoms world is waiting to see exactly at which frequencies 5G will be implemented. Despite some unknowns and

Over-the-top (“OTT”) video providers today downplay the fact that their customers churn at far higher rates than traditional service providers. While OTT video has some important differences from traditional Pay-TV,

While carriers would prefer to deploy scarce resources in support of fast-growing Ethernet-based services, they find that tackling the challenge of SDH/SONET obsolescence and transitioning to new platforms is riddled

This article delves into approaches to TDM switch migration including the customer pre-migration activations in decommissioning projects.

The MVNE market is crowded. Many firms – from large-scale vendors and system integrators to specialist and niche players – have entered the market to serve the needs of MNOs