Telecoms CEM Investment Trends eBook: 2020

Telecoms CEM Investment Trends eBook: 2020

Buying pattern analysis for customer experience management in telecoms

Telecoms providers are behind the CX curve and their client churn rates stand as proof. Placing a clear focus on CX and putting the customer at the centre of the organisation is steadily becoming a hallmark of telecoms strategy, with many telecoms providers aiming to improve their customer experiences to aid customer retention.

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 achieve long-lasting business benefits. Our panel consists of 10 telecoms CX practitioners, comprised of six directors, one CEO, two heads of CX and one CX manager. Together, they have 42 years of experience in customer experience management.

Read the eBook to find out: 

  • Investment trends & challenges 
  • How billing can impact customer experience
  • Channel integration plans

Plus case studies and expert insights from our panel of CX decision makers! 

CEM in Telecoms Investment Report

CEM in Telecoms Investment Report

Customer Experience Management in Telecoms Global Investment Report

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 they have to look at retailers, tech start-ups and digital disruptors that are driving the experiences customers demand today. 

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