Shahid Ishtiaq of Etisalat challenges the limitations of RAFM tools in the first of this two-part series.

In my last post on Dunbar's number and CEM; I mentioned that the key to better customer experience could be to target the set...

In a 2009 post, I commented on a key difference between WeDo's strategy and those pursued by their main competitors:WeDo has expanded horizontally, by...

Probably one of the key aspects of CEM is finding out the experience of the customer in his/her day to day interactions with the...

Like Popeye the Sailorman, I sometimes find myself saying "that's all I can stands, I can't stands no more". Regular readers of talkRA...

It is not a new phenomenon to hear 'Content is King'; but what is valuable content and what is not, especially when it comes...

In his post entitled 'An ISP That Wants Privacy to be a USP', Eric Priezkalns reviewed the potential for Nicholas Merrill and the Calyx...

The Atlantic has a brief but excellent analysis of the economic value of an internet user's data; see here. This is important -...

Government subsidies paid under the 'Lifeline' program are routinely abused.

Dylan Evans is a psychologist with an interest in evaluating risk intelligence - how well (or how poorly) people calculate risk based on their...

Communications providers have a distinctive risk profile. They make big, long term investments in technology whilst generating revenue from lots of microtransactions. ...

WeDo, the Portuguese business assurance vendor, has announced a deal to provide a managed revenue assurance service to 'one of the largest carriers in...