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Latest
  • 3 Feb 2023 | Commsrisk Top Ten for January 2023
  • 2 Feb 2023 | Disconnecting Twilio Would Have Been a Disaster; How Do We Stop Illegal Robocalls Pushing Us to the Brink?
  • 1 Feb 2023 | Is Netflix Going to Kick 100 Million Viewers Off Its Platform?
  • 31 Jan 2023 | GVG and Guinea Fight in US Court Over $22mn Fee for Terminating National RA Contract
  • 30 Jan 2023 | Singapore to Flag All A2P SMS from Unregistered Senders as ‘Likely Scam’
  • 27 Jan 2023 | Engineer Arrested for Wiretapping Opponents of Former Mexico City Mayor
  • 26 Jan 2023 | FCC Threatens to Disconnect Twilio for Illegal Robocalls
  • 25 Jan 2023 | Ericsson Allocates $220mn for More Corruption Penalties
  • 24 Jan 2023 | 73% of IoT Device Manufacturers Do Not Comply with Imminent UK Security Rules
  • 23 Jan 2023 | How Bad Was the New T-Mobile API Data Breach?
> customer service

AT&T Bills Customers after Their Home Is Burned Down

By Eric Priezkalns 10 Jun 2020 Assurance & Audit

Perhaps the US telco was unaware of which lines were disconnected by devastating wildfires in California, but did they have to be so unresponsive to the justified complaints of these customers?


Why Streaming Services Need Assurance Thinkers

By Rob Chapman 1 May 2019 Assurance & Audit

Spotify rapidly resolved an error which resulted in duplicate charges, but why do data-rich businesses allow these mistakes to happen in the first place?


Customer Makes Mobile Money Mistake, Telco Pays

By Joseph Nderitu 12 Jun 2018 Digital Money

Uganda’s regulator will investigate MTN to see what more can be done about customers sending mobile money to the wrong numbers.


How Biometrics Fights Fraud and Serves Customers

By Joseph Nderitu 12 Jan 2018 Risk, Fraud & Security

Identifying customers by asking questions is a risk because the answers are also known to internal fraudsters. Safaricom will use voice biometrics to reduce fraud and boost service.


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.


RIP Customer Service

By Joseph Nderitu 27 Apr 2016 General

There say death and taxes are the two certainties in life, but poor customer service comes a close third.


Customer Value: From Scattered to Consistent

By Dan Baker 19 Nov 2015 Data & Analytics

Cretièn Brandsma of VimpelCom explains why Customer Value Management (CVM) is about properly aligned sales incentives and an ongoing dialogue with customers.


What Butt Dialing Says About the Need for Data

By Eric Priezkalns 22 Oct 2015 Data & Analytics

Google’s research into emergency calls shows why significant operational efficiencies can only be identified if you collect the right data in the first place.


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.


This Is What Happens When Telcos Treat People Like Machines

By Eric Priezkalns 21 Jul 2014 Risk, Fraud & Security

The relationship between people and machines has been a recurring theme on talkRA. I discuss the tension between people and machines a lot. But I…


Latest Stories on Commsrisk

Commsrisk Top Ten for January 2023


Disconnecting Twilio Would Have Been a Disaster; How Do We Stop Illegal Robocalls Pushing Us to the Brink?


Is Netflix Going to Kick 100 Million Viewers Off Its Platform?


GVG and Guinea Fight in US Court Over $22mn Fee for Terminating National RA Contract



Singapore to Flag All A2P SMS from Unregistered Senders as ‘Likely Scam’


Engineer Arrested for Wiretapping Opponents of Former Mexico City Mayor


FCC Threatens to Disconnect Twilio for Illegal Robocalls


Ericsson Allocates $220mn for More Corruption Penalties



73% of IoT Device Manufacturers Do Not Comply with Imminent UK Security Rules


How Bad Was the New T-Mobile API Data Breach?


Why an Argument about Antisemitism May Prompt Change in Data Protection Enforcement


Euro Police Shut Down Four Call Centers Selling Cryptocurrency Investment Scam



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Editor
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Recent Posts
  • Commsrisk Top Ten for January 2023
  • Disconnecting Twilio Would Have Been a Disaster; How Do We Stop Illegal Robocalls Pushing Us to the Brink?
  • Is Netflix Going to Kick 100 Million Viewers Off Its Platform?
  • GVG and Guinea Fight in US Court Over $22mn Fee for Terminating National RA Contract
  • Singapore to Flag All A2P SMS from Unregistered Senders as ‘Likely Scam’
  • Engineer Arrested for Wiretapping Opponents of Former Mexico City Mayor
  • FCC Threatens to Disconnect Twilio for Illegal Robocalls
  • Ericsson Allocates $220mn for More Corruption Penalties
  • 73% of IoT Device Manufacturers Do Not Comply with Imminent UK Security Rules
  • How Bad Was the New T-Mobile API Data Breach?
  • Why an Argument about Antisemitism May Prompt Change in Data Protection Enforcement
  • Euro Police Shut Down Four Call Centers Selling Cryptocurrency Investment Scam
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