New processes and tools are needed to deal with an escalating number of customers with payment challenges

In today's fully digital environment, it's more important than ever to improve identity verification and validation processes for customer onboarding and management

Helping health authorities and governments with access to CDRs or facilitating digital communications could help containment

From financial inclusion to AI failures, here are four things I see happening

Subscription fraud is growing, while use of AI and machine learning remains surprisingly low

A groundbreaking collaboration for TM Forum shows how advanced analytics and open APIs can improve telecom business assurance

As CSPs have looked to introduce additional controls and checks at the front-end onboarding process, fraudsters have moved to account takeover fraud.

Subscription fraud occurs when a fraudster uses their own, a stolen or a synthetic identity to obtain mobile devices and services with no intention to pay.

Our global survey with TM Forum demonstrates that many CSPs are at a relatively early stage of using advanced analytics in telecommunications — and European CSPs appear to be further behind.

Ofcom are currently consulting on how to address overpayment for mobile phones - is better customer communication the answer?

With CSPs having access to incredibly rich data which can be streamed in real time, there is huge scope to utilise this in order to enrich the overall customer experience.

Let's look at customer experience scenarios that can be improved by advanced analytics and how CSPs could and should take a more customer-led approach.

In this short series I’ll explore how this trend toward customer experience is underpinned by data, advanced analytics and connecting customer decisions across the lifecycle to optimise revenues.

Are you ready to turn your body into a smartphone? And if you are, how will you secure the data your body transmits?

Having the ability to interpret the churn signals coming from different customer segments is becoming more important in managing customer relationships up-stream of switch requests.