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, ...

As part of its ongoing customer service transformation, Virgin Media O2 has created and launched its own AI tool, Lumi AI, that helps agents by analysing conversations in real-time and providing ...

Virgin Media O2, as part of its ongoing customer service transformation activity, has created a new specialist team of more than 500 multiskilled and fully converged customer care agents to support ...