Jean-Pierre Lacroix & Will Gibson

Next Signal

Business EN ↓ 5 episodes

Welcome to Next Signal — the podcast that cuts through the noise to find what’s actually moving the needle in telecom. Podcast co-host Will Gibson of Mapplewave and Jean-Pierre Lacroix of SLD tackle questions that should keep every telco executive up at night: Have your stores become cost centres — or are they earning their keep? Here’s the reality. The functional race is over. Everyone’s got the same speeds, the same bundles, the same digital checkout. And yet churn is stubborn, NPS is flat, and too many retail locations are just… there.

Author

Jean-Pierre Lacroix & Will Gibson

Episodes

What Drives True Customer Loyalty in Telco? 17.06.2026 33:35

JP and Will are joined by Marbue Brown, Founder and CEO of The Customer Obsession Advantage , to unpack the shift from transaction-based operations to true customer obsession. Drawing on deep industry insights, Marbue breaks down the critical friction points, from network resilience gaps to rigid retail policies, and shares how teleco brands can rebuild genuine consumer trust.

Why Fast Networks Still Lose Customers? 25.05.2026 35:35

In Episode 4, JP and Will sit down with Mack Turner, a Chief Analytics Officer and former global market research lead at Bank of America. With over 30 years of experience, Mack breaks down how telecom brands can escape the trap of "pre-existing narratives" and truly listen to the market. Stick around until the end to discover SLD’s new AI-powered Transformation Assessment. In just a few...

AI for Telecom Operators: 6 High-ROI Use Cases That Actually Work 21.04.2026 31:26

Podcast overview This podcast explores where AI is already delivering measurable ROI for telecom operators, with a focus on customer care, churn reduction, network operations, field service, and fraud detection. Moderated by Will Gibson, Vice‑President of Maplewave, the conversation features Jean‑Pierre Lacroix, President of SLD, and Damien Clothier, a leading AI consultant, who will walk through...

The New Telco Growth Bundle: Emotional Connections, AI, and Seamless Experience 06.03.2026 31:59

Will Gibson, Vice President of Amplifier and Jean-Pierre Lacroix of SLD share an episode on the telecom industry are at a pivotal crossroads. While most of the current hype around AI focuses on efficiency and cost reduction, the real opportunity lies in how AI reshapes emotional connection and customer loyalty. Our research, built on five years of studying AI’s impact in banking, reveals a new typ...

Why Your Telco Stores Feel the Same as Everyone Else’s… …And How to Fix It 06.03.2026 29:55

Will Gibson, Vice President of Amplifier and Jean-Pierre Lacroix of SLD share an episode on the lack of differentiation in the telco industry. Most telco stores may wear different logos, but for customers they feel interchangeable: the same light wood tables, perimeter walls, ticket machines, and scripted “sales or service?” greetings. The blog argues that this sameness is structural, driven by gl...