CX in telecoms global benchmarking report 2018



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The biggest customer experience trends, challenges and investments that will impact the telecoms industry in the next 12 months

We are in the age of the customer. The acceleration of technological advancements have made customer experiences faster, more efficient and more memorable – and this has driven a change in customer behaviours and expectations that breaks through vertical silos.

The telecoms industry can no longer just focus on vertical-specific competitors to stay ahead of the market, instead you have to look at retailers, tech start-ups and digital disruptors that are driving the experiences customers demand today.

How do these changing customer behaviours and expectations reflect upon how the telecoms industry is preparing for the next 12 months?

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In this report we look at the trends and challenges of CX practitioners for the year ahead as well as their top investment priorities, so you can benchmark the progress of your organisation against that of your peers and competitors, and prioritise your plans for the next 12 months accordingly.

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