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Teresa Cottam on Muck Rack

Teresa Cottam

  • Chief Analyst, omnisperience.com
Retford, United Kingdom
As seen in: CustomerThink, TM Forum, Industrial Cyber, Disruptive.Asia, 6GWorld
Covers:  Telecoms, BSSOSS, telecoms business, B2B telecoms, customer experience, customer service, billing, QoS/QoE, mobile, analytics, data and analytics, AI, the intelligent home
Doesn't Cover: Handsets, network technology
Chief Analyst at Omnisperience. #GloMoAwards and World Communications Awards judge. From the Shire - Nottinghamshire. Member of British Olympic Knitting Squad.

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Teresa Cottam’s Biography

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Teresa writes about the telecoms market, technology, vendors and operators. She focuses on topics that directly touch customers and revenue:
→ Billing, charging, dunning, revenue assurance and fraud management
→ Packaging, bundling and pricing innovation
→ Customer support, contact centres, customer effort and churn reduction
→ Onboarding, self-service and CPQ

Recent research topics include examining AI’s real impact on customers, humanising AI and how dialogue-centric telcos will dominate the …

Teresa Cottam’s Journalist Portfolio

Employee experience: Why older women tech workers are still invisible

Employee experience: Why older women tech workers are still invisible

One of the last taboo topics in the workforce - menopause - is currently a hot topic on everything from break…

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Is your business ready to support the rise and rise of the nanobusiness?

Is your business ready to support the rise and rise of the nanobusiness?

The nanobusiness is set to be the biggest B2B phenomenon of the 20s. And if you're not ready for it, then you…

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Articles

Why Your Customer Communications Can Indicate Something Is Structurally Wrong

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By Teresa Cottam
| CustomerThink Verified
Mindless communication destroys loyalty and damages relationships. And yet it’s all too common. Read any book on the modern dating landscape and one theme appears again and again: look for red flags — one of the biggest of which is inconsistency. Why? Because inconsistency signals someone is either incapable of building a mature relationship or is simply not ready to do so. This isn’t just true of personal relationships — it’s equally true of customer relationships.
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Let’s Make 2026 - The Year of the Customer

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By Teresa Cottam
| CustomerThink Verified
New year. New start. And if we’re going to make 2026 the #yearofthecustomer we need to be honest. Most companies still cling to a 1990s customer playbook. And in the Age of AI, that’s suicidal. The basics are still the same: customers want reliable service, fair prices, hassle-free interactions. Everything else? AI has obsoleted it – including customer expectations. Customers now demand products and services tailored precisely to their needs.
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AIS Thailand embraces AI in intelligent customer support

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By Teresa Cottam
| TM Forum
Case Study | Artificial Intelligence (AI), Customer experience management AIS Thailand transforms customer care with AI-driven insights, digital twins and automation to deliver faster solutions and smarter field support. AIS Thailand embraces AI in intelligent customer support AIS Thailand has been on a customer-focused, multi-stage digital transformation since 2017. In 2023 we looked at how it was transforming into a ‘Cognitive Tech-Co’.
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