Innovative Mapping Tools Power Your Fiber Project

By: Dustin Heath, Director Operations and Technology - CHR Solutions

Do you remember what it was like to go on a road trip before the Internet? You planned your route using your fold-out map or road atlas, and you relied on a separate guidebook for suggestions of restaurants, gas stations, and rest areas along the way. What that system couldn’t do is tell you if a road was closed for construction, if there was a speed trap coming up, if your favorite eatery had closed, or whether the cost of gas was less expensive at exit 77 or 79. Compare that experience to using an app like Google Maps…

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Personalizing CX with AI

By: Scott St. John, Pipeline

Artificial intelligence (AI) isn’t a new concept. In fact, Alan Turing, widely known as the father of AI, first described the concept in 1935. By the 1950s, AI was capable of more complex problem-solving, playing checkers and chess, and even assisted allies in code breaking during World War II. Yet AI was seen as not much more than a contest between humans and computers—or between human and artificial intelligence. But that’s changing, and it’s changing fast. Over the last 15 years, artificial intelligence has evolved into a powerful tool…

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Simplifying CX Complexity
for Revenue Acceleration

By: Scott St. John, Pipeline

Customer service isn’t a new concept, but in the digital age the concept—and perhaps the very definition—of the customer experience has changed dramatically. For starters, the customer has changed.  Today, customers are so dependent on connectivity, it’s become integral and paramount to living their lives. Even a small service interruption can cost them, and you, dearly.  Today’s customers also have a multitude of choices. They can churn with a quick Internet search and few clicks in a mobile app, leading to revenue loss…

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The Future of Customer Experience
Is Data-Driven

By: Mayank Choudhary

The communications industry has already embraced digital channels for engaging its customers. Delivering exceptional digital service experiences, however, goes beyond launching a mobile app or offering online customer service options. Communications service providers (CSPs) are collecting an enormous amount of data about their customers across channels and networks, but many CSPs don’t effectively exploit the data to impact business outcomes. 5G presents new opportunities for CSPs to drive new revenue, but the business success will depend on a CSP’s ability to deliver data-driven experiences, enable business model experimentation, drive better collaboration with partners to launch and sell offers, and provide proactive care…

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DX & The New CX Frontier

By: Matt Edic

Ever eager to cut costs, Frontier Airlines became one of the first major airlines to transition to fully digital communications. Instead of connecting with a representative via a call-based customer service line, flyers will interact with Frontier agents through digital options, such as live chat, WhatsApp or social media. Frontier believes that this move will allow customers to get the information they need quickly and efficiently. Likewise, its decision to go digital reflects customer preferences (or lack thereof) regarding phone calls…

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Common-Sense CX Is More Than DX

By: Carol L. Borghesi

The myth: DX and CX are synonymous I am bemused by the current crop of customer experience (CX) and digital experience (DX) imperatives. Judging from my news feeds, we seem to be about where we were when I stepped off the X track some years ago. To be fair, there have been huge improvements in a number of the underpinning digital functionalities that make customer experience seamless (a term first introduced in the early 2000s). Digitalization, however, has overtaken CX as the trend du jour. In fact, CX and DX are often conflated, as though digitalizing an interaction automatically makes it a great experience…

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Six Ways to Prevent Network Outages in 2023

By: Dritan Suljoti

We are living in an era in which Internet resilience is critical. The last eighteen months have shown us that outages are a fact of life on today’s Internet – whether a micro-outage taking down the checkout page on the mecca of eCommerce sites, Amazon, for two days of intermittent failures in the lead up to Christmas 2022 or the mega outage that took down Facebook, Messenger, WhatsApp and Instagram on October 4, 2021, costing significant revenue losses and untold damages to reputation and brand…

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Omnichannel CX in a Mobile-First World

By: Fabrizio Salanitri

As technology continues to progress, customer expectations are increasing, creating new challenges for businesses’ marketing strategies. Marketing has transformed from merely advertising a product or service to a more advanced and complicated method of engaging with potential clients. The significance of delivering outstanding customer experience (CX) is emphasized as it is crucial for a business’s long-term success. This requires consistency in every customer interaction through multiple channels…

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Welcome to the Edge – A New Standard
of Content Delivery

By: Nimrod Cohen

Customers are the most important stakeholder in any business model. In the world of content delivery, communications service providers (CSPs), whether mobile or fixed broadband, must provide a seamless quality of experience (QoE) to end users or suffer churn. Yet, when the content industry is experiencing a near-constant transition with demand for more bandwidth-intensive streaming offerings growing, the challenge of maintaining a superior QoE across video-on-demand and OTT services is both complex and costly to resolve…

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A New Network Edge Platform for CSPs

By: Marc LeClerc

Along with the rapid growth of connected devices and applications, traffic patterns are becoming more fluid and harder to predict. In conventional architectures, network capabilities and applications are mostly isolated one from the other, with neither one knowing very much of what the other is doing or how its behavior might benefit or hinder the functions of the other. To meet these needs, networking technology has come a long way in recent years, and communications service providers have had to rapidly adapt their network infrastructures, presenting them with both technical and business challenges that traditional network fabrics were never designed to meet…

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Letter from the Editor

By: Scott St. John, Pipeline

Times, they are a-changin’. Artificial Intelligence (AI) is here and it’s changing, well, just about everything. This should come as no surprise, as the concept of AI was first developed early last century, and by the end of the century IBM’s Deep Blue supercomputer trounced chess grandmaster and world champion Gary Kasparov in a devastating defeat. In fact, Pipeline has been covering the real-world applications of AI as far back as 2017, and machine learning even longer.  But today AI is doing a lot more than playing board games…

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IT & Telecom Technology News

By: Jara Kern, Pipeline

As the end of the first quarter of 2023 comes into view, tech companies are making some bold moves. Across the world, technology industry news headlines made waves, including a new integration of OpenAI’s generative AI copywriting platform, a new face verification system from Neurotechnology and data tracking significant growth potential in the smart home sector. The top telecom industry news stories from the month are summarized below. To view all the news as it breaks, check out Pipeline’s News Center or subscribe to receive our telecom industry news summary…

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