Crave can exclusively reveal the malaise at the heart of O2 customer support. The mobile network’s problems, we have discovered, stem from a peculiar recruitment policy — namely offering employment to ...

This case study describes how O2, the mobile network, used online video content to improve customer service, reducing churn and driving incremental value in the UK. This case study describes how O2, ...

The lack of empowerment and trust of Telefonica O2 an of the largest Telecom companies around the globe here in Europe, with their own employees is as frustrating to O2 customers as it is for their ...

O2 has announced plans to introduce an AI capable of performing the same job as customer service staff. The voice recognition system, which is called Aura, was unveiled by the mobile operator’s parent ...

Yesterday, O2 sent some of the best customer service tweets I’ve seen for a while, replying back in slang to a complaint. This isn’t the first time that O2 has outdone itself on social media: when the ...