29 October 2025
# Build a brand-aligned MVNO service
Maintaining great customer experience (CX) matters. An MVNO service that looks like an natural extension of your existing identity can help: Digitalk’s Mobile Cloud MVNE as a Service makes it easy to add mobile to your offers.
## Can I integrate my own portals and GUIs with Digitalk’s [Mobile Cloud](https://www.digitalk.com/mobile-cloud/mvne-as-a-service)?
The short answer is yes--and very easily. It’s also a really good idea, as a brand-aligned mobile offering makes a lot of business sense. Even better, you can build one that looks like a part of your existing customer-facing portals and GUIs with Digitalk’s [Mobile Cloud](https://www.digitalk.com/mobile-cloud/mvne-as-a-service).
## Why does customer experience matter more than ever?
A brand-aligned MVNO offering will give your customers the experience they want—and what customers want is as good a Customer Experience (CX) as possible. Today, no matter what market you’re operating in, eery brand needs to manage and curate great experiences so that it builds and maintains enduring relationships with its customers.
That’s why modern business is spending more and more effort trying to deliver a great CX as consistently as possible. Back in 2022, management consultants McKinsey [set out a useful taxonomy about what good CX needs to look like](https://www.mckinsey.com/featured-insights/mckinsey-explainers/what-is-cx), defining it as “everything a business or an organisation does to put customers first, managing their journeys and serving their needs”.
Getting customer experience right isn’t optional. It’s mandatory.
## Why you need a personalised MVNE offering today
That was always true, but in a world of TikTok, Insta and Facebook, where [customers review and share their experiences with a company in public forums](https://www.indwes.edu/articles/2025/04/the-impact-of-social-media-on-brand-management), in McKinsey’s words it has become “vital” for companies to connect with customers across their journeys at an emotional level.
And let’s hope that’s at a positive emotional level, too. Bain data shows that companies that have a customer experience mindset [achieve sales 4-8% higher than the rest of their competitors](http://www2.bain.com/infographics/five-disciplines/), for instance, while 84% of companies that work to improve their CX [report an increase in their revenue](https://www.prnewswire.com/news-releases/new-research-from-dimension-data-reveals-uncomfortable-cx-truths-300433878.html).
No wonder, then, that *The Harvard Business Review* has said that customers with positive experiences [spend 140% more compared to those with negative ones](https://hbr.org/2014/10/the-value-of-customer-experience-quantified), or that in financial services, companies with above-average CX [earn 5.7 times more](https://experiencematters.blog/2018/10/16/cx-leaders-have-a-16-point-advantage-in-growth-over-laggards) than competitors with below-average scores.
## CX boosts your business at all levels
Beyond these critical financial KPIs, great CX reduces churn, lowers acquisition costs, and can turn customers into advocates, creating a virtuous cycle of growth and loyalty. So, brands can and should be looking for as many ways to communicate and connect with their markets as they can—which could be a great mobile service I can easily subscribe to from the system I normally work with you when I use you.
Building an MVNO service is made easier by using a complete MVNE as a Service for MVNOs and MNOs that enables rich subscriber and service management capabilities, like Digitalk’s Mobile Cloud.
## What do consumers actually want?
If you are already scoring well and want to add mobile, then you may want to offer customers total control over that experience, for example, by adding a mobile add-on to your service.
## Here’s the reality. Benchmarking Customer Experience
And if you don’t already know how you’re doing, a very useful benchmark of how various industries are doing on the CX barometer is provided by the regular reports of [the Institute of Customer Service](https://www.instituteofcustomerservice.com/), the UK Customer Satisfaction Index (UKCSI).
Published twice a year since 2008, the UKSCI is widely acknowledged as an independent, objective benchmark of customer satisfaction on a consistent set of measures for 267 organisations and organisation types in 13 sectors and is a great place to give an objective view of the state of customer satisfaction in the UK across several industries.
Its latest ([July 2025](https://www.instituteofcustomerservice.com/research-insight/ukcsi/)) matrix tells us that customer satisfaction across the UK is at its lowest level since 2010, standing at 75.8 out of 100, a drop of 0.8 points from a year ago and 2.6 points below its mid-2022 high of 78.4. While there’s some good news for the mobile world, with Telecommunications and Media climbing from July 2024’s 73.3 to 74.4, only one such company made the top 10 (yet again, First Direct Bank was at number one), at eighth position.
As it stands, the most popular industries as far as consumers are concerned in the UK right now are (in order), Retail (non-food at 81.5 and food at 80.6) followed by Banks and Building Societies at 81.1. Leisure and Hospitality at 80.0. At the bottom are Transport (73.9), with Utilities right at the foot of the table at 71.7--even below local government’s 72.7.
All of which means that, companies that already excel at customer satisfaction are likely to be starting from a better place than legacy mobile service providers.
## Build a simple journey. Click to experience
If boosting your CX and enriching what you offer the market through your new MVNO service, then it also makes sense to keep everything nice and simple and not ask your potential new mobile subscribers to go anywhere else once you turn on such a service.
After all, most of your potential mobile customers should already be familiar with your portals, GUI, and existing mobile apps. So, it makes sense to embed your new mobile offers into these environments to maintain consistency.
The UKSCI results tell us that people really hate having to learn new things for the sake of it. The July findings show that 26% of customers said they had to use more than one channel to achieve their objective when interacting with an organisation.
They also show that customers that had to use more channels than they expect or desired when interacting with an organisation tend to be less satisfied than those who are able to achieve their objective through one preferred channel.
In its latest (2024) B2B Pulse Survey, McKinsey also confirmed that if they don’t have a smooth experience across many touchpoints, customers are [very likely to switch suppliers](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-fundamental-truths-how-b2b-winners-keep-growing).
It also means you can preserve your investment into the experience you already deliver and your satisfaction rankings—plus maintain your existing and enhanced customer journeys.
## How Digitalk makes it easy for you
If you have a great existing customer base for your utility or financial services proposition and you are adding a mobile channel, you will definitely want to just add an MVNO by the simplest means possible.
Which is why we now need to reassure you about how easy it is to use Digitalk’s [Mobile Cloud](https://www.digitalk.com/mobile-cloud/mvne-as-a-service) to do that.
That’s because Mobile Cloud offers REST APIs that easily enable integration with third-party portals and applications. This means you can bring its capabilities directly into your systems like we’re describing, or you can extend Digitalk Mobile Cloud into other platforms that you may wish to offer to your customers.
## Create your own mobile experience
That would be the case, for example, if you have your own designers and are building a brand new environment or setting out on a massive refurb of all your channels; all you’d need to do to extend your offering with an MVNO is give them the tools in Digitalk’s [Mobile Cloud](https://www.digitalk.com/mobile-cloud/mvne-as-a-service) and let them build out an exciting new range of digital offerings that will give you a brand-aligned mobile offering.
With Digitalk’s [Mobile Cloud](https://www.digitalk.com/mobile-cloud/mvne-as-a-service), you have the tools to be creative and to [really hone your offer](https://www.digitalk.com/blog/enabling-mvno-propositions-part-3-delivering-the-retail-offer). Mobile Cloud gives YOU as a brand full control and stops you from ever being locked into basic rebranding or rebadging, differentiating to suit your needs, building out your existing portfolio or starting from scratch
## Ready to delight your customers?
Digitalk’s [Mobile Cloud](https://www.digitalk.com/mobile-cloud/mvne-as-a-service) provides the flexibility you need to create the experience you need for your customers. If that makes your CX today as a Digitalk user, that’s great news—so why not zip on over now to see [how we can help](https://www.digitalk.com/contact).
## FAQ
- What is a brand-aligned MVNO service?A brand-aligned MVNO service lets you offer mobile connectivity to your customers under your own brand identity, integrated seamlessly into your existing portals, apps, and GUIs — so it feels like a natural extension of your product rather than a separate service.
- Can I integrate my own customer portals with an MVNO platform?Yes. Digitalk's Mobile Cloud provides REST APIs that allow straightforward integration with third-party portals and applications, meaning you can embed mobile services directly into your existing customer-facing systems without rebuilding them from scratch.
- Why does brand consistency matter when launching an MVNO?Customers who have to use more channels or learn new systems to manage their services tend to be less satisfied and more likely to switch providers. Keeping your mobile offer within familiar environments reduces friction and protects the customer experience scores you've already built.
- How does good customer experience affect business performance?Research from McKinsey and Bain shows that companies with strong CX outperform competitors on revenue, churn, and customer advocacy. Businesses with above-average customer experience can earn significantly more than those with below-average scores.
- What flexibility does Digitalk's Mobile Cloud give brands building an MVNO?Mobile Cloud gives brands full control over their mobile offering — from integrating into existing portals to building entirely new digital environments. It avoids locking brands into basic rebranding, allowing genuine differentiation and portfolio expansion.
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