To stay relevant in today’s saturated telecoms market, operators are looking towards customer experience (CX) as a key differentiator. Through CX initiatives, telecoms operators stand to push back against the rampant churn that has characterised the telecoms sector over the past decade, by shifting the onus from customer acquisition to customer retention. However, the lack of alignment between different business functions and different business stakeholders will increase the difficulty of funding CX projects, while also complicating the ability to realise the investments.
The CX Network spoke with a series of telecom experts who provides insights for successfully integrating CX initiatives into the DNA of a telecoms company.
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