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Author: Sue Marek

Broadband rebranding
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Sue Marek

Consolidation is Causing a Rebranding Bonanza in Broadband

New Brands Are Common in Telecom, but Rebranding Efforts Can Backfire if Companies Are Not Careful
telecom customer care
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Sue Marek

T-Mobile to Revamp Enterprise Business with New Customer Care Focus

The Wireless Operator Moved Its Top Customer Care Executive to Its Enterprise Group to Bring a New Focus to That Division
AI customer service
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Sue Marek

Ayla Networks Uses AI to Predict and Prevent Customer Problems

The Company Raised $20 Million in Financing to Expand Its Products and Add More Features to Its AI-based Platform
Business support systems
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Sue Marek

Nokia Study: 89% of Telecom Operators Plan to Upgrade Their BSS

Real-Time Charging Is the No. 1 Reason Telecom Companies Want to Invest in BSS for Their Networks
Server Room at Data Center
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Sue Marek

Wavelo Focuses on Adding Flexibility to Telco Billing and OSS

Dish Network and Ting Fiber Are Wavelo’s First Two Customers
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Sue Marek

Frontier Communications Strives to Turn Around Its Customer Care Issues

Frontier’s CEO and Management Team Gather Weekly to Review and Resolve Customer Complaints
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Sue Marek

AT&T and Verizon Say C-band 5G is Critical to Keeping Customers Happy

Wireless Companies Battling Aviation Officials and Federal Government on Delaying 5G in C-band Spectrum Rollouts Due to Safety Concerns
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Sue Marek

Cisco Is Taking CX to the Cloud

The Move from 4G to 5G is Prompting Many Telecom Operators to Upgrade Their CX Systems
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Sue Marek

Telecom Providers See AI as the Secret Sauce for CX

AI Can Help Companies Detect Customer Upsell Potential, Which, in Turn, Can Help Justify the Technology Investment
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Sue Marek

Verizon Offers Enterprises AI Tools to Streamline CX

COVID-19 Is Prompting Business Customers and State Agencies to Accelerate Use of AI-Based Tools
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Sue Marek

COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations

From touchless retail to remote customer service, telecom operators are evolving their CX tools to adapt to the ongoing demands of the pandemic
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