Telecoms CEM Investment Trends eBook: 2020

A research group provides buying pattern analysis for customer experience management in telecoms

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Adam Muspratt

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Telecom customer experience management

Telecoms providers are behind the CX curve and their client churn rates stand as proof.

In order to stay relevant in a market saturated with alternatives and becoming more populated with a growing number of agile, customer-centric companies that are digital natives, telecoms can no longer afford to focus solely on the solution angle, they also have to innovate on the customer experience they provide. 

Last year’s version of this eBook revealed that the telecoms sector is aware of the power of CX, with it being seen by many organisations as an important competitive differentiator, key to diminishing the bad customer experience reputations gained over time.However, many challenges still remain in the industry.

Ahead of the 2020 Customer Experience Management in Telecoms Global summit in this eBook we hear from a panel of telecoms customer experience experts to gain insight on how telecoms firms are investing into customer experience to overcome stubborn pain-points and achieve longlasting business benefits.