Last week’s CES 2018 event, which is held annually in Las Vegas, is one of the tech industry’s most important showcases, providing a pointer towards the technology trends that are set to define the year ahead.
Improving customer experience is a key goal across all industries and there’s been a good deal of innovation in the field over the last couple of years. Of course, mobile operators are trying to deliver better experiences to their customers and many have rushed to trumpet their investments in areas such as data analytics and customer experience management. Some of these have yielded positive results, but technology alone isn’t the answer. Rich analytics mean little if they can’t get the basics right, as we discovered when our provider invited me to participate in a satisfaction survey recently.