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Latest News | Customer Experience Management (CEM)

Biometrics-Based Subscriber Authentication and AI/ML-Based Intelligence to Revolutionize Customer Care, According to Global Survey on Telco CX

More than 92.7% of operators think biometrics-based subscriber authentication and AI/ML-based intelligence will be effective in addressing major gaps in…

[Research Report] How Operators are Putting CX First with Biometrics and Artificial Intelligence

1 year ago
Customer care is becoming increasingly influential in shaping customer experience (CX) as care channels proliferate and as digitalization continues to…

US MNO Taps USU Knowledge Management to Optimize and Deliver its Customer Service

An American mobile communications provider has chosen USU Knowledge Management to optimize and deliver its customer service.  Their aim is to create…

CDW, Google Cloud Partner for AI-powered Contact Center-as-a-Service (CCaaS)

CDW recently announced an expanded partnership with Google Cloud that will allow global customers to easily adopt AI-powered Contact Center-as-a-Service…

NICE, Deutsche Telekom to Enhance the CX Experience Across Europe

NICE announced a partnership with Deutsche Telekom Global Business, Deutsche Telekom’s affiliate offering telecommunications and connectivity solutions to businesses of all…

Smart, Firstlight Media Partner to Establish OTT Video Platform for PLDT Group

PLDT's wireless subsidiary Smart Communications is breaking new ground in OTT (over-the-top) video experience for its customers, with the deployment…

Tier 1 U.S. MNO Selects EXFO's Nova Active to Enhance 5G CX

EXFO, the communication's industry's test, monitoring and analytics experts, announced a Tier 1 U.S. mobile network operator (MNO) has chosen…

Altice Portugal Selects Anodot to Advance Innovation and Deliver an Unmatched CX

Anodot, the autonomous business monitoring company, announced that Altice Portugal, the largest telecommunications service provider in Portugal, has selected the…

Samsung, Orange Partner to Extend Product Lifecycle and Enhance CX

Samsung Electronics and Orange recently announced a series of new initiatives that expand their long-term strategic partnership to enhance Samsung…