Will Gibson

Offering insight and concrete solutions for telcos looking to take their business to the next level.

Articles by 

Will Gibson

Edition #24: 4 Ways AI Could Disrupt The Telco Industry – And How To Prepare

Newsletter
September 3, 2024

In this newsletter, I’ll share a few of my musings on how AI could change telco in 3, 5 or 10-years’ time. Things are moving FAST! This could be next year!

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Edition #23: Who Tops the UK Telco Retail Rankings: EE, Vodafone, O2, or Three?

Newsletter
August 15, 2024

You may have gathered from the title that this time, I’m actually keeping my evaluation close to home – The United Kingdom! I was a big part of the telco industry in the UK some time ago. It feels like it’s been a lifetime, but I certainly have walked the walk in this market. In this edition of Telco Talk, I evaluate how EE, Vodafone, O2 and Three stack up, and where I think they have improvements to make.

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Edition #22: How To Leverage Furniture and Sensory Engagement for Superior Customer Experiences

Newsletter
July 2, 2024

In this edition of Telco Talk, I’ll explore how high-value retail businesses can benefit from such investments and provide examples from various industries that have successfully adopted this strategy.

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Edition #19: Perks & Points: 9 Tips To Build Telco Customer Loyalty Through Gamification

Newsletter
April 15, 2024

Digital is now meshed tightly into our lives, but the landscape is constantly shifting. Businesses in every industry are vying for innovative ways to captivate their audience, enhance customer loyalty, and drive sales.

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Edition #16: It's Time To Get Human: 6 Tips To Increase Digital Adoption

Newsletter
December 15, 2023

“Digital Transformation” has long been a buzz word and is a journey that most telcos are currently on. However, implementing the right digital tools is just the first part of the puzzle. The real dilemma is getting customers to actually use them.

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Edition #14: 4 Ways To Solve The Wait/Dwell Time Conundrum And Elevate Your CX

Newsletter
October 4, 2023

Telecoms companies are facing different challenges right now depending on where they are in the world. In countries like the UK, US, and Japan, telcos are downsizing their physical operations, cutting costs, and trying to move customer interactions from physical stores to (allegedly) cheaper digital channels.

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