MCE’s Blog
The CSP’s 360 Customer View & New Experience
Most communication service providers’ customers are not loyal to them, but they’re willing to pay for a better experience, just like they do with other consumer tech brands. They’re hungry for more pers...
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[Infographic] Three Qualities Agentic AI for Customer Service Must Have
Looking to implement Agentic AI for customer service applications? There are several considerations to ensure success. We give you three qualities that Agentic AI must have to successfully support a mobile operator’...
Agentic AI: Your Telco’s Always-on Service Concierge in the App
Customers expect more than networks and neat bills. They expect their phone to just work. When it doesn’t, they sometimes blame their mobile operator and many will consider switching because of it. The good news: the app...
[Infographic] Care-to-Commerce: Turning Customer Mobile Device Signals into Revenue
Customers care about their smartphone performance and like getting smart options, including commercial offers, around their device health. Here are 3 offers mobile operators can pull off right in their customer-facing ap...
When a customer’s device is sick, a symptom is churn – here’s one way to cure it
Mobile operators are fighting for customers in a crowded market — not just against each other but now against OEMs and big box retailers. A great device experience is one of the few places operators can still differentia...
[Infographic] Proactive vs. reactive mobile device care
Mobile device health can be a crux for churn for mobile operators, as 75% of customers partly or fully rely on their wireless provider for help with managing its health. In our infographic below, we highlight the do̵...
Musk’s Smartphone Prediction: the Future of Telco-Customer Relationship via the Device
TLD;DR Elon Musk’s idea of phones as “AI edge nodes,” mentioned during his latest appearance on the Joe Rogan podcast, grabbed headlines. The headline is dramatic: devices that show pixels and talk like an agent, orchest...
What iPhone 17 trade-in season teaches us about customer app-to-retail transition
TL;DR Every new iPhone launch reminds mobile operators that trade-ins are high-stakes. During the iPhone 17 launch the Stolen Device Protection (SDP) feature could cause real delays with customers trading in their old de...
Giving Telco Customers More Transparency: the Device Experience Lens
TL;DR When it comes to mobile phone service, trust matters. People are more likely to stay with a wireless provider if they feel the company is open and honest, even when things go wrong. In the UK, customers are three t...
OEMs added intelligence to their mobile devices. How do operators compete for customer loyalty around the device?
TL;DR Customers now live inside their phones. The device isn’t just a screen; it’s the front door to just about every brand relationship. Device experience is now a crux of loyalty, and it’s the one arena where operators...
[Video] Reimagining the Retail Store and Mobile Device Experience
The telco consumer’s preferences are evolving constantly. With that, carrier leadership must adapt its channel service strategy to meet expectations. Retail, a more traditional channel of service, must adapt as wel...
MWC Las Vegas ‘25: Topics of Interest for Telcos Attending This Year’s Conference
MWC Las Vegas ‘25: Topics of Interest for Telcos Attending This Year’s Conference
MWC Las Vegas 2025 is just around the corner, and this year promises to shine a spotlight on the mobile device and the customer’s experience around it. The mobile device has evolved far beyond being just a channel of com...
Why Mobile Operators Should Look to Leading Brands’ Apps
Why Mobile Operators Should Look to Leading Brands’ Apps
Customers have spoken: more and more prefer to use digital-first or digital-only self-service channels. Leading brands have taken notice and made apps not just a channel, but THE channel of customer relationship building...