Mel Prescott

  Arguably no other industry has access to as much rich data about their customer base as telecommunications. Communication Service Providers (CSPs) are able to understand their customer location, habits, behaviours and marry this with contextual data. Advanced analytics in telecommunications can facilitate a huge range of insight that should enable them to effe…

An estimated 4 million consumers in the UK have been charged for mobile phones that they already own, at an additional cost of £490 million, according to recent research from Citizens Advice. Consumers that have paid off the device subsidy do not automatically have their monthly service plan reduced when the device has been paid, leading to overpayment for mobile phon…

Communications Service Providers are competing on customer experience powered by data, advanced analytics and connected decisions. In this third and final article of our series, we take a look at how embedding real-time analytics can lead to higher customer satisfaction. We have already discussed how CSPs have internal obstacles to overcome with regard to understandi…

Communications Service Providers are competing on customer experience powered by data, advanced analytics and connected decisions. In this second article of my series, we’ll look at customer experience scenarios that can be improved by advanced analytics and how CSPs could and should take a more customer-led approach. The landscape has shifted for CSPs, and identifyi…

Competing on price in the telecommunications industry has, in developed markets, resulted in connectivity services becoming commoditised and margins squeezed. As consumers’ brand relationships have shifted from Communications Service Providers (CSPs) to the device manufacturers and apps that run over the top of networks, the CSPs are moving toward customer experience…

Are you ready to turn your body into a human smartphone? And if you are, how will you secure the data your body transmits? These are a couple of the thought-provoking question raised by the 'Future of Mobile Life' report that O2 issued in the UK just before the holiday period. Some of the more eye-catching predictions pose questions such as “What if we replaced mobil…

Whilst UK consumers are likely to be enthused by the reforms around switching mobile provider and switch requests announced by Ofcom recently, this will give mobile operators an additional regulatory headache when it comes to churn prevention. The reforms are centred on making the switching process easier and enabling consumers to invoke the process by sending a free…