From Zero to Hero: How CX Enabled a Major US Telco to Address Churn
In 2010 and then again in 2014, Comcast, was named the “Worst Company in America” by The Consumerist, the influential consumer affairs authority. Over the years, the telecom company continued to gather many more such dubious distinctions; including the lowest ever customer satisfaction ratings recorded on the American Customer Satisfaction Index (ACSI). ...
How Invisible Technology is Transforming Our Digital Experiences
The best technology often goes completely unnoticed — until it doesn't work. This paradox of modern innovation reveals something fascinating about our relationship with the digital tools that power our lives. ...
Beyond QoS: Why QoE is the Future of Internet Performance Monitoring
Traditional network metrics no longer tell the full story. The real indicator of network performance has pivoted from Quality of Service (QoS)metrics to Quality of Experience (QoE) metrics, as the end-user perception of network performance takes centre stage. ...