Traditionally, the focus of the telecoms industry has been locked on customer acquisition instead of retention. This has triggered careless customer experiences that have in turn caused high levels of customer churn. However, brands today are beginning to understand the importance of customer experiences and client retention in facilitating sustainable growth.
As the world adapts to social distancing and remote working practices in response to Covid-19, telecoms services have become more mission critical than ever. Billions of individuals now rely on their telecoms operators for their day-to-day personal and professional welfare.
In what is already a frustrating time for many customers, the desire for an efficient, stress-free customer experience is greater than ever.
In this guide, three CX experts, from telecoms operators such as Sunrise Communications, BT and Vodafone, explain how they are driving customer loyalty and retention through high quality experiences.
The report analyzes key market trends for the telecoms industry before diving into the methods that CX leaders are applying, such as building a customer-centric culture and digital transformation, to build winning customer experiences.
Download this report to discover:
- Key CX trends in the telecoms industry today, such as artificial intelligence or personalization
- CSGI's tips on where to start with delivering predictive customer experiences
- Examples of how leading telecoms organizations are optimizing the customer experience
- How to drive customer loyalty and retention in a time of crisis
- How to build a customer-centric culture in your organization
- How to use analytics to steer the direction of CX projects