Device care

Video: Transforming Device Troubleshooting to Monetize, Reduce Cost and Retain Customers

MCE staff

May 8, 2025

Device care or troubleshooting is broken, when viewed from the eyes of the customer. When a device issue occurs, NPS already drops by 19 points and a further 36 if it remains unresolved. This impedes the ability to retain the customer and monetize down the road.

Ultimately, in the competition to own this, whoever gives the best service, owns monetization of the customer. Former telco business development associate and MCE customer success manager Dania Johanson explains.

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MCE is the AI-native experience layer for telcos, connecting legacy systems, real-time data, and intelligent workflows to power every customer interaction.

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