White Paper: Customer experience in telecoms
Telcos must focus on CX or risk further erosion of customer relationship
Telcos risk deteriorating customer relationships if they don’t focus on CX
For some years, telcos have been pushed further away from a direct customer relationship. Although connectivity is vital, what the customer really values are the services offered by OTT providers – the likes of Facebook, Amazon and Google. Telcos have become an invisible means to an end, while the OTT players are developing strong, loyal relationships.
Telcos need to “fight their way back up the relationship chart with users” and the way to do this is to focus on enhancing customer experience through digital communication.
Get the white paper to learn how telcos can improve customer experience with enhanced customer communication
Key points discussed:
- Customer experience in telecoms – post 2020
- What do telecom customers want?
- Why communication is key to a great CX
- How improving communication can enhance CX
Have a read through some more of our great resources:
Transform telecommunications bills into an amazing new experience
Telecommunication providers can transform the relationship with customers through consistent, relevant and useful digital communication.
Start by sending customers a bill by email that includes a quick payment process. This is convenient for the customer and reduces expenses for the telecom provider. Enhanced customer experience will boost paper turn-off rates.
See for yourself!
It is imperative that telcos get their customer communications right
Digitizing customer communications can go a long way in addressing some of the biggest challenges facing the telecommunications space today.
Digital customer communications can provide benefits that include hyper-personalization, relevant and contextual content, increased loyalty and better conversion rates. Add in operational cost savings, a reduction in errors, increased efficiency, as well as improved compliance, and digital transformation is a no-brainer.
Reading Room – a round up of relevant articles
What is the state of digital transformation in telecoms?
Three articles that explore the state of digital transformation in telecommunications and what is driving it. The articles also provide trends and advice on digital strategy.
Includes comments by Ross Sibbald on how telecommunication providers can spur their digital transformation efforts by implementing consistent, relevant, interactive digital customer communication.