Article Index for the March Issue:
March 2025 - CX & DX
March 2025 - CX & DX
Digital CX is Dead. Long Live Digital CX
I’m a way past my wonder years, now a recovering corporate executive and retired consultant. It affords a remarkable vantage point, one unencumbered by the demands of a role, with no targets to hit and the luxury of time to think. It’s also why I am compelled to call out the patterns, oddities, and inconsistencies of business technology trends. I have nothing to protect, nothing to lose. No horse in any race anymore. Notably, I’m no longer required to read business, trade, and technology books, newsletters, and headlines…» read this article
Price vs. Protection: A New Era of Value
Differentiation in Telecom
By: Dan Carella
» read this article
Powering Next-level CX with Digital Twins
Nearly 55 years ago, the Apollo 13 mission experienced a near-catastrophic failure on its way to the moon as an explosion in the oxygen tanks damaged the engines and left remaining oxygen levels critically low. This led to the now infamous saying, “Houston, we have a problem.” The “problem” was wildly complex, and neither NASA nor the astronauts knew for certain exactly what had happened. To complicate matters more, it encapsulated a life-or-death crisis involving equipment, people, and systems — which were now located over two thousand miles away from Earth…» read this article
Leveraging 5G to Transform Public Safety:
the Next Frontier In Crisis Management
Global public safety is increasingly in the spotlight, as incidents of civil unrest, violent protests, and widespread disorder become more frequent. In the U.K. alone, crime statistics show a
significant 49 percent increase in violence with injury incidents between June 2023 and June 2024, with the number of cases reaching 562,000. However, the rise in public unrest is not isolated to
one region – it is part of a global shift, with major protests erupting across up to 150 countries according to the latest statistics from the Global Protest Tracker…» read this article
How to Turn Generative AI Implementation
into Real CX Results
By: Terence Chesire
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AI-Powered Experiences: The Key to Future
Growth and Relevance for Telcos
By: Richard Bassett
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GenAI Agentic User Assurance
2025 is being declared as the year of Agentic GenAI. The challenge in ensuring resulting good user experiences lies in avoiding the “Sorcerer’s Apprentice" problem. The old “be careful what you ask for” problem. In this case it is: how can we make sure that the agents do what we really want them to do? Existing GenAI guard rails and previous work on policy interfaces can help. But they are not sufficient. We need a formal, rigorous way to: tell the agents what we want them to do and not to do; make sure that when first deployed they only do what is expected; then follow their ongoing operation to make sure they continue to do what is expected…» read this article
How CSPs Can Leverage Analytics to
Revolutionize Customer Experience
By: Tony Martino
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Digital-First MVNOs:
How AI is Transforming CX
By: Matthew Halligan
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Rich Business Messaging Boosts Sales and Brand Loyalty by Transforming the Customer Experience
By: Chris Drake
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Letter from the Editor - March 2025
There are those companies that give tremendous thought and lip service to what they do, and then there are others that focus on how to better serve their customers. The latter values its customers and the experience they have with them. The former, not so much. In the end the customer experience (CX) is nothing more than the relationship businesses have with their customers, and there is a direct correlation between how valued the customer feels, and how much customers value the company and the services it provides…» read this article
IT & Telecom Industry News
This month’s top stories highlight major advancements across telecom, AI, security, and cloud technologies, with our monthly topic being CX. These developments underscore key innovations and partnerships that are shaping the future of enterprise communications and technology. The month’s top industry news stories are summarized below. To view current breaking news in real-time, visit Pipeline’s News Center, follow Pipeline on social media, or subscribe to receive our weekly industry enterprise and communications technology news summary…» read this article
