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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What Gen Z Wants from Their Mobile Operator Device Experience – and Why It Matters Now
What Gen Z Wants from Their Mobile Operator Device Experience – and Why It Matters Now
Gen Z is fast becoming the most influential customer segment in the global economy. With a projected rise in spending from $2.7 trillion in 2024 to $12.6 trillion by 2030, this generation is not only shaping trends but a...
Improving Telco Retail Operations with the myOperator App
Improving Telco Retail Operations with the myOperator App
TL;DR Retail operations in the mobile industry are facing operational cost and labor challenges. Today, 63 percent of retailers report a shortage of frontline employees, and half of those employees feel that staffing lev...
3 customer experience data points across service channels to know
3 customer experience data points across service channels to know
Understanding customer preferences and pain points around device-related service unlocks key opportunities for operators to deliver a better experience, reduce operational strain and drive new opportunities for upsell. I...
Your Telco AI Expedition Guide
Infographic: Your Telco AI Expedition Guide
Nearly all of telco executives indicated in an Nvidia survey that they are either assessing or have adopted AI. However, any trek requires the right prep and groundwork. Here are three key considerations to start off wit...
How do on-device diagnostics help MVNOs open insurance enrollment?
How do on-device diagnostics help MVNOs open insurance enrollment?
TL;DR For MVNOs, device insurance can be more than just a value-added service to customers, but a real growth lever for operators. The mobile device insurance market in North America is on track to nearly triple by 2032,...
4 device-related customer service stats mobile operators must know
4 device-related customer service stats mobile operators must know
TL;DR For MNOs and MVNOs (mobile operators), customer support costs can quickly add up. The third biggest driver of those calls are about mobile device issues. If your team hasn’t taken a close look at how device issues ...
Why device diagnostics is essential to mobile operators gaining a competitive edge
Why device diagnostics is essential to mobile operators gaining a competitive edge
TL;DR For years, mobile network operators (MNOs and MVNOs alike) have poured resources into building out or securing network coverage and stronger billing systems – all with one goal: to win and retain customers. And whi...
4 Lessons from Implementing Customer-Facing GenAI for an MNO
4 Lessons from Implementing Customer-Facing GenAI for an MNO
The urgency to implement GenAI is increasing. Already 50 percent of telcos indicated that they are actively adopting or assessing GenAI use cases, with customer experience a top priority for AI implementation. In 2024, T...
Converting Mobile Signals Across the Device’s Lifecycle into Commercial Opportunities
Infographic: Converting Mobile Signals Across the Device’s Lifecycle into Commercial Opportunities
During the period a customer owns their device, the diagnostic data accumulated is telling, giving a mobile operator insights into the customer and device disposition. These insights form the basis for opportunistic comm...
Why Your AI-Driven Customer Service Needs the Right Track — Digitization
Infographic: Why Your AI-Driven Customer Service Needs the Right Track — Digitization
GenAI or Agentic AI technologies can be fruitful for mobile operators that are looking to improve customer mobile device care and service. However, when these technologies operate without the underlying digital groundwor...
The Fantastic Four Telco Customers: How digitization of experience and AI affect Gen Z to the Golden Years
The Fantastic Four Telco Customers: How digitization of experience and AI affect Gen Z to the Golden Years
Telco customers range from value-seekers to tech enthusiasts to families — serving them all requires a unified, device-related journey experience, enhanced by AI. When combined, AI and dDLM (Intelligent dDLM) establish t...
Transforming Device Troubleshooting to Better Monetize, Reduce Cost of Service and Retain Customers
Transforming Device Troubleshooting to Better Monetize, Reduce Cost of Service and Retain Customers
Device care or troubleshooting is broken, when viewed from the eyes of the customer. When a device issue occurs, NPS already drops by 19 points and a further 36 if it remains unresolved. This impedes the ability to retai...