Interactions with vulnerable customers offer critical insights that can transform business outcomes, performance and drive long-term loyalty and retention

Legacy architecture shouldn’t be a bad thing, but legacy thinking will hold you back

In a world that has shifted away from an orderly and linear customer journey, we need a platform to understand how the game is evolving

The Open Communications initiative has the potential to dramatically change the way CSPs work with consumers

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

Subscription fraud can constitute 10-20% of the bad debt.

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?