Tag Customer experience


Are you hiding behind bad technology? Your customers may think so

Did you know that forty-six percent of smartphone users think their telecom service provider hides behind "bad" technology, such as do-not-reply emails, automated replies, and time-consuming and impersonal Contact Us forms? Eva Hedfors, Head of Marketing at Ericsson Digital Services, talks to us about recent research from Ericsson Consumer & IndustryLab.

Addressing the gap between telco marketing and IT departments

No one said transformation was going to be easy. This holds true for all large, established enterprises that are undertaking a digital transformation, and telecom service providers are no exception. This blog post addresses the gap between telco Marketing and IT departments. Ericsson's portfolio gives Marketing departments the tools to work with IT on the same infrastructure so Marketing can then go off and do its job.

Telecom network analytics use case—EE, Ericsson and data

Mobile operator EE was on a quest to understand more about their customers and their service experience in real time. Listen to Dave Salam, EE Director of Mobility and Analytics, as he talks about how data and analytics are increasingly important to the operation of EE's network and why EE chose to partner with Ericsson.

Digital assistants beyond voice calls and SMS

When is the last time you used the keys *# with some rather randomly selected digits to set up a group call or forward your mobile phone calls? Digital assistants and smart speakers are on the rise, so why not also use them to modernize some good old, but rarely used, *# telephony services? Experience an innovative demonstration using a combination of VoLTE and service exposure to make a digital assistant become your true phone assistant.

Design awards: What sets the new Ericsson interface design apart?

The new Ericsson Design System consists of everything a designer or developer needs to create iconic user experiences. From the design foundation with the visual hierarchy, themes, colors, typography, and iconography to components with ready to use code. The only thing you have to add to the drink is creativity! And the system is constantly evolving and is co-created together with its users.

Let's make telecom consumers happy again

Only one-third of consumers believe their telecom service provider understands them as a customer. This is one of the data points delivered in "The Zero-touch Customer Experience"—a recent insight report from Ericsson Consumer & IndustryLab. This blog post further discusses the telecom customer experience chasm. View the video featuring thought leaders Dez Blanchfield and Analysys Mason's John Abraham.

Learn more about Entel's Digital Transformation

Carlos Palito, Head of Digital Transformation at Entel explains the details of the business-wide transformation that he is driving within his company: a project that engages 1,000 employees from 24 different countries. Watch the video and read the summary to gain all the insights.

GearUp session—Are you ready for BizOps?

  1. Now, first of all, what do I mean by "BizOps"? Well, in DevOps, we talk about how to become more agile through a software development process that emphasizes communication and collaboration where building, testing, and releasing software happen rapidly, frequently, and more reliably.

Multi-SIM: One Number, Multiple Devices

Would you like to be able to be reached on your mobile number, independent of where you are and which device you are using, for example, via your smartwatch or other wearables when you are out jogging or doing other sports—leaving your smartphone behind? Or would you like to be reached or make a call when you simply have forgotten your smartphone at home or when the battery on your smartphone ran out?

Knowing the (Net Promoter) Score—and how it impacts your business

In the digital age, word of mouth has never been so powerful. Of course, today, it’s word of tweet, Facebook post, email, you name it.

Enhancing the app user experience: Asia is waiting

Apps have taken the world by storm! Whether we are finding entertainment, shopping for fashion, navigating our way home, ordering a taxi or just keeping in touch with our family—we all use apps.