Author name: Kash Sadiq

Director Marketing at Mercurial Minds. With broad experience covering several areas including, new product development, user experience design, product and project management. Has worked in broadcast television production and programming, advertising, sales, live audio reinforcement, audio studio engineering, artist management and telecom-media convergence.

The fear of #GenAI wiping out jobs is giving way to something more grounded: practical innovation.

GenAI isn’t the Prophesied Job Killer. What Does This Mean for Telcos?

Leave a Comment / AI, Blogs, Digital Transformation, Featured Blogs /

GenAI’s certainly the buzzword of the decade, fed by OpenAI’s rapid growth and the promise of eventual artificial general intelligence (AGI). But although use cases for improving personal productivity have emerged, enterprise applications remain elusive.  Salesforce’s Super Bowl 59 ad is perhaps the most apt example of this gap; the ad showed genAI assisting Hollywood […]

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Intelligent Back-Office Automation: A Practical Guide

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The back-office is where the numbers get crunched, the paperwork gets done, and the gears keep turning to ensure that everything in the organization runs smoothly. It plays an instrumental role in ensuring that all the nitty-gritty work is taken care of and the business continues to operate as normal. While back-office functions are essential

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intelligent-automation-in-customer-service

Your Guide to Intelligent Automation in Customer Service

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Humans can do a lot of things.  Humans in customer service, for instance, can answer phones and alleviate people’s concerns, process orders, and provide product information.  While humans can do all that and more, should they? Given the increasingly competitive business environment and large volume of work, would it not be smarter to find a

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RPA in Customer Service: The Transformative Potential

Leave a Comment / RPA /

Can RPA in customer service help businesses keep up with evolving customer expectations? Customer behavior and expectations have evolved considerably over the years, and the customer of today expects quick, frictionless, and personalized service. Consumers are less forgiving of poor experiences, and they’ve got multiple alternatives available to them if one brand lets them down.

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Tapping into RPA & BPO for cost savings and revenue

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Enterprises may consider business process outsourcing (BPO) as a means of reducing costs, improving efficiency, and gaining immediate access to specialized talent. It’s not uncommon for large enterprises to outsource key back and front office functions, like customer service or finance and accounting, to realize these benefits. Interestingly, just as these benefits can be realized

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Is VAS (Value-Added Services) in Telecom Really Dead?

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For many, it appeared as though the advent of 5G was the death knell for value-added services (VAS). Over The Top (OTT) providers and third-party vendors are cannibalizing revenue that operators previously generated from non-essential services, like ringtones, balance check, resource sharing, etc. But despite the challenges that the telecommunications industry is facing, the market

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Telecom Customer Experience Management (CXM)

An Actionable Guide to Telecom Customer Experience Management  

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The current age of hyper-globalization has brought extreme competition and connectedness, making customer experience management key to staying competitive and relevant. As an industry, telecommunications has lagged behind in delivering stellar customer experiences.  This weakness means telcos that do champion customer experience (CX) can substantially differentiate themselves from the competition, and form lasting relationships with

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MWC- Insights for 2021 from Taimur Khalid CEO of Mercurial Minds

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The Mobile World Congress (MWC) 2021 took place on Monday June 28 to Thursday, July 1 in Barcelona. Hailed as the world\’s biggest mobile event of the year, it was an exciting 4 days. Delegates attended from all over the world, both in person and virtually.  We wanted to know what happened and how important this year\’s event was

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