Customer Experience : Latest Updates and Key Insights

Verizon’s Visible 5G at Best Buy: In-store retail debut

Tech News & Insight
September 25, 2025
Hema Kadia

Verizon’s digital sub-brand Visible is extending from app-only to omnichannel, adding BestBuy.com today and a nationwide in-store rollout on September 28. Visible offers unlimited data, talk, and text on Verizon’s 5G-capable network, plus unlimited mobile hotspot and no annual contracts. Customers keep the app-led experience - account setup, activation, billing, and support, while gaining retail conveniences like immediate SIM pickup, device compatibility checks, and help from trained associates. The Best Buy partnership signals a broader shift toward hybrid digital-retail engagement in U.S. wireless. Retail staff can guide eSIM setup and BYOD compatibility using GSMA eSIM standards and device tools, shortening time-to-service.

Do We Need To Talk About BitChat?

Tech News & Insight
September 18, 2025
Dario Betti, CEO, Mobile Ecosystem Forum (MEF)

Jack Dorsey’s BitChat is a decentralized messaging app using BLE mesh networks to deliver encrypted messages without the internet. With no central servers, user accounts, or cloud storage, BitChat promises privacy but raises questions about security, user experience, and practical use in real-world settings like protests, emergencies, and areas with no connectivity.

Devices, IoT, Security
Customer Experience, Data Privacy, Mesh Networks, WiFi
HealthCare, Public sector, Retail

T-Mobile T-Life App Rollout: Glitches and Quotas

Tech News & Insight
September 8, 2025
Hema Kadia

T-Mobile’s consolidation of consumer apps into the T-Life hub is colliding with frontline realities, exposing gaps between digital ambitions and in-store execution. T-Mobile is retiring standalone experiences like its legacy account app and banking app in favor of T-Life, a single portal for account management, promotions, and payments. In practice, store teams report that transactions are being steered through T-Life even when traditional workflows would be faster. Employees report frequent crashes, lag, and inconsistent login behavior that stall service and force manual rework. Field teams say monthly bonuses are now tightly coupled to T-Life adoption metrics, not just sales or service outcomes.

5G
Customer Experience, Signal, T-Mobile, Verizon

Edge AI Boosts Broadband Customer Experience

Tech News & Insight
June 19, 2025
Hema Kadia

Edge AI is reshaping broadband customer experience by powering smart routers, proactive troubleshooting, conversational AI, and personalized Wi-Fi management. Learn how leading ISPs like Comcast and Charter use edge computing to boost reliability, security, and customer satisfaction.

5G, AI, Edge/MEC, FWA, IoT, Security
Broadband, Charter, Comcast, Customer Experience, Customer Service, Cybersecurity, Data Center, Nokia, Tesla, WiFi

Salesforce Enhances AI Reliability with EGI and Innovative Tools

Tech News & Insight
May 2, 2025
Hema Kadia

Salesforce is addressing AI inconsistencies in enterprises with its new concept of Enterprise General Intelligence (EGI) and innovative tools such as SIMPLE and CRMArena. These initiatives aim to enhance the reliability and applicability of AI across business operations.

AI in Telecom: Strategic Themes, Maturity, and the Road Ahead

Article & Insights
April 10, 2025
Hema Kadia

In AI in Telecom: Strategic Themes, Maturity, and the Road Ahead, we explore how AI has shifted from buzzword to backbone for global telecom leaders. From AI-native networks and edge inferencing, to domain-specific LLMs and behavioral cybersecurity, this article maps out the strategic pillars, real-world use cases, and monetization models driving the AI-powered telecom era. Featuring CxO insights from Telefónica, KDDI, MTN, Telstra, and Orange, it captures the voice of a sector transforming infrastructure into intelligence.

AI, Edge/MEC, Monetization, Network Infrastructure, Open RAN, OSS-BSS, RAN, Security
America, Customer Experience, Cybersecurity, Etisalat, Europe, GenAI, India, KDDI, LLM, MTN, MWC, Orange, Telefonica, Telenor, Telstra
Telecom

Innovation In Action: How Time, Sierra, and Axios Are Shaping AI in Media and Business

Article & Insights
April 10, 2025
Hema Kadia

In Innovation In Action, executives from Time, Sierra, and Axios share how they’re redefining business, media, and journalism with AI. Time is unlocking over a century of content for fair AI use, while Sierra’s “agentic AI” elevates the customer experience across industries. Axios emphasizes human-first reporting with AI support. Across the board, these leaders show how strategic adaptation can embrace AI without compromising trust, transparency, or editorial integrity.