Tag Archives: o2

We are the Robots: The rise of Robotic Process Automation

Robotic Process Automation (RPA) is a subject that has just crept up quietly for many people. Most of us are aware that manufacturers have long used ‘robots’ to automate repetitive or dangerous processes, but now the robots are entering the … Continue reading

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A mobile phone tariff designed for the individual customer

What do customers really want? Usually it’s the best product or service at the best price. With all the complex tariffs available in the mobile phone marketplace that is rarely what they get, but o2 is showing not only how … Continue reading

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Telco M&A Speculation Heats Up in the UK

I recently wrote about market speculation that BT may be about to buy mobile network o2. The speculation has increased and there is a BT board meeting today with acquisitions on the agenda – Bloomberg reports that o2 is at … Continue reading

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Will BT make Quadplay a success in the UK?

It was confirmed this week that BT is in early stage discussions to purchase a Telecoms operator – potentially either O2 or EE. If the industry commentators are right and the deal is as described then this confirms the view … Continue reading

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Could British retailers learn from the phone networks?

I blogged recently about the collapse of Phones 4U and how the model of selling mobile phone contracts is changing. The biggest change is the decline of the third-party expert, able to advise on contracts from all the major networks, … Continue reading

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Is telco customer satisfaction plummeting?

Is customer satisfaction plummeting at present? New research from research specialists GfK published by Marketing Week suggests that it is, and in particular it is the financial, retail, and telecom sectors that are doing offering the worst service to their … Continue reading

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Exploring customer service in Edinburgh

Last week we managed to get a fantastic group of people together in Edinburgh to debate how social media is changing customer service. I want to send a belated message of thanks to everyone who was involved in speaking, attending, … Continue reading

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