Reimagining Marketing for Telecoms

Let’s face it; Mobile Network Operators are losing the race to win over the hearts and minds of customers. Allies of past are formidable competitors of today. The OTT players (Skype, WhatsApp, etc), the phone manufacturers (Apple, Samsung, etc), and the software makers (Google, Facebook, Instagram, etc) are fast becoming the center of attention for…

Where to start on Big Data?

Big Data is the biggest buzzword today in the industry. Almost every data centric company is trying to figure out what Big Data means for them and how it can help them do better. The Boston Consulting Group does a fantastic job in this article to summarize Big Data and highlight key aspects.   After…

Demystifying Customer Management for Telecoms

Every mobile network operator today has a department within Marketing that is responsible for managing the customer base. The scope of work and names of such departments vary across organizations. Some of the common department names that also reveal the scope of work are; Customer Base Management (CBM), Customer Value Management (CVM), Customer Lifecycle Management…

Nas Air: Worst Customer Experience

Let me start with some serious travel advice, NEVER FLY NAS AIR, especially when it’s the rush season. This is a personal account of the worst ever customer experience I have ever had. I will be updating it on daily basis until the issue is resolved. At the end of this post are the customer…

Customer Experience Ambition Setting

Customer Experience ambition setting is as important for any Customer Experience program as the brand essence for any brand marketing campaign. Having the right CX ambition helps steer the organization to achieve its CX objectives. It helps bring the employees and stakeholders together under the umbrella of an overarching CX vision. A comprehensive process of…