By Liad Churchill

Image: Shutterstock

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. As this shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S running on 2G or 3G networks (over 50% of the total devices), much is at stake.

When will 3G be shut down?

All providers will shut down their 3G networks by the end of 2022. While some cellular providers, such as T-Mobile…


By Liad Churchill

Image: Shutterstock

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers. Our traditional physical channels — such as in-store browsing, in-person support or “bracketing,” which is buying multiple versions of the same item, choosing the winner, and returning the rest — need to be reimagined to fit in our new reality of remote and digital-first.


By Liad Churchill

Image: Shutterstock

“Do you want to SuperSize that?” and “Do you want fries with that?”

These lines — uttered with every Mickey D order — are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. Whether it’s virtual assistants for self-service, auto-prompted next-best-actions, or AI-assisted product recommendations, today’s digital-first…


By Liad Churchill

Image: Shutterstock

In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand. This is underlined by a January 2021 survey, where 65% of U.S. consumers reported requiring technician assistance during the current pandemic.

Going into 2021, new trends are emerging that are helping services provide their customers…


By Liad Churchill

Image: Shutterstock

Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members. Vehicle-related images and videos can be streamed to the OEM’s Customer Assistance Centers via a smartphone screen for quick comprehension or assistance with a wide range of automotive issues. When relevant, Augmented Reality can then be overlaid on the smartphone screen to help guide the user toward a resolution or visually confirm that the issue has been fixed.

Automobile OEMs can use visual assistance to deliver improved experiences to their owners and dealers…


By Liad Churchill

Images: Shutterstock

Build vs. Buy. The epic question faced by IT leadership everywhere.

With the Project Management Institute (PMI) painting a bleak picture of in-house IT projects — indicating that 14% of IT projects fail outright, 31% don’t meet their goals, 43% exceed their initial budgets, and 49% were delivered late — the facts on the ground show that it’s not always a question of whether your team can do it, it’s about whether they should.

Still, there is a choice. When it comes to deciding whether to create your own or use a ready made software, the initial…


Image: Shutterstock

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional agent. Likewise, agents are now empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers. Triage sessions between agents, technicians, and customers have become the norm. This shift is here to stay… thanks to remote visual assistance.

What is remote visual assistance?

Remote visual assistance…


By Liad Churchill

Image: Shutterstock

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%. The driver for this growth? Artificial intelligence (AI).

Emerging trends in telecom sector

AI applications are revolutionizing the way telecoms operate, optimize and provide service to their customers

Today’s communications service providers (CSPs) face increasing customer demands for…


Liad Churchill

Image: Shutterstock

The times they are a-changin’

World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Service leaders are facing the implications of the pandemic in a triple whammy of a changing employee work environment, evolving customer expectations, and the economic/operational impact of the coronavirus pandemic — in other words, staying safe, cutting costs, and keeping the customers satisfied.

Backed by insights and perspectives following a year of crisis, analyst firms will…


By Liad Churchill

Image: Shutterstock

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was not feasible, more and more companies are turning to contactless service as a way to help their customers without stepping foot into their homes.

Investments in contactless remote support options are paying off. With herd immunity even further off than originally expected — and customers both wary of on-site assistance and increasingly…

TechSee revolutionizes the customer support domain by providing the first cognitive visual support solution powered by augmented reality and AI. www.techsee.me

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