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TM Forum’s best of 2017

TM Forum’s Aaron Boasman-Patel, Vice President of Content, Research & Media, reviews digital transformation in 2017 as we gear up for 2018.

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Using NPS to measure digital success

For the foreseeable future, Net Promoter Scores (NPS) will continue as a critical benchmark of operators’ success regarding customer centricity and digital transformation. Our report has gleaned details of NPS scores and usage.

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How digital are customers’ interactions with telcos?

The short answer for most is not digital enough. From Alibaba to Uber, customers’ appreciation of simplicity, speed, convenience and the best prices has fueled the fastest-growing and most valuable businesses in history. Legacy aside, telcos are failing to meet many customers’ expectation because they misunderstand them.

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