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Latest
  • 27 Nov 2023 | Indian Police Raids 24 Locations Linked to US Robocall Imposter Scams
  • 24 Nov 2023 | Czech Police Detail Methods Used by $9mn Scam Call Center Based in Ukraine
  • 23 Nov 2023 | AT&T Implicated in Trillion CDR Surveillance Program
  • 22 Nov 2023 | What Aircraft Landings Teach Us about Telecoms Risk
  • 21 Nov 2023 | Denmark to Introduce SMS SenderID Registration to Counter Smishing
  • 20 Nov 2023 | Prosecutors Want to Confiscate $8mn of Assets from Publicity-Hungry Owner of Scam Call Center
  • 17 Nov 2023 | Why China’s War on Scammers Is Fueling a Literal War in Asia
  • 16 Nov 2023 | Orange Poland Warn Old Android Phones Infected with Malware to Make IRSF Fraud Calls
  • 15 Nov 2023 | A True Story about a Corrupt Fraud Investigator and a Sex Pest
  • 14 Nov 2023 | Optus Data Breach Caused Surge in Complaints for Ombudsman, but Not as Many as You Might Expect
> cem

A Sentimental Journey: Data and the Customer Journey Map

By Mark Jenkins 6 Jul 2016 Data & Analytics

A Customer Journey Map (CJM) tracks sentiment across every interaction, making it easier to build trust and reward loyalty.


Finding the Right Place for Revenue Assurance

By Rene Felber 8 Jun 2016 Assurance & Audit

RA needs to be linked with the way the telco addresses a wide range of risks, including those associated with customer experience.


Real-Time Functionality Gives Pricing Flexibility

By Alex Leslie 9 Sep 2015 Data & Analytics

Real-time responsiveness allows operators to proactively engage customers, but also demands a change in corporate culture.


Calculating the Return on CEM

By Eric Priezkalns 22 Jul 2015 Data & Analytics

The TM Forum has released a ‘calculator’ which estimates the benefits delivered by Customer Experience Management (CEM) projects.


Leshem: New Services Trump New Tariffs

By Eric Priezkalns 18 Oct 2012 Data & Analytics

David Leshem, my old friend and comrade, recently took time out to speak to Black Swan. In a discussion that zings with fresh thinking, David…


Moving from Customer Experience to Customer Engagement- The Soft Touch

By Moinak Banerjee 2 Aug 2012 Data & Analytics

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 of…


Can Dunbar’s number aid in Customer Experience Management?

By Moinak Banerjee 26 Jul 2012 Data & Analytics

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 closest…


“People eat more when You give them bigger containers”

By Moinak Banerjee 26 Apr 2012 Data & Analytics

I lifted this title for the post directly lifted from the book ‘Switch’, because there could not be a better way to start the last…


Challenges to mitigate in the New Age of Customer Experience with ‘connected’ applications

By Moinak Banerjee 19 Apr 2012 Data & Analytics

The buzz word for the immediate next future is “the internet of things” where appliances are all inter-connected in one large network. Today we talk…


A further step ahead with Customer Experience Management

By Moinak Banerjee 12 Apr 2012 Data & Analytics

A recent article on had the caption “Social media breathes new life into live TV”. This article definitely provides the reasons for a call to action…


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Latest Stories on Commsrisk

Indian Police Raids 24 Locations Linked to US Robocall Imposter Scams


Czech Police Detail Methods Used by $9mn Scam Call Center Based in Ukraine


AT&T Implicated in Trillion CDR Surveillance Program


What Aircraft Landings Teach Us about Telecoms Risk



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Editor
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Leading Contributors
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    Joseph Nderitu
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    Marianne Curphey
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    Lee Scargall
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Recent Posts
  • Indian Police Raids 24 Locations Linked to US Robocall Imposter Scams
  • Czech Police Detail Methods Used by $9mn Scam Call Center Based in Ukraine
  • AT&T Implicated in Trillion CDR Surveillance Program
  • What Aircraft Landings Teach Us about Telecoms Risk
  • Denmark to Introduce SMS SenderID Registration to Counter Smishing
  • Prosecutors Want to Confiscate $8mn of Assets from Publicity-Hungry Owner of Scam Call Center
  • Why China’s War on Scammers Is Fueling a Literal War in Asia
  • Orange Poland Warn Old Android Phones Infected with Malware to Make IRSF Fraud Calls
  • A True Story about a Corrupt Fraud Investigator and a Sex Pest
  • Optus Data Breach Caused Surge in Complaints for Ombudsman, but Not as Many as You Might Expect
  • Mobileum Fake Revenues Lawsuit and Countersuit: What the Court Documents Say
  • A Eulogy for SMS
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