In the highly competitive telecommunications industry, consumer loyalty and retention are more vital and valuable than ever. With customers having the choice of multiple competitors coupled with the ability to easily switch providers, telecom organisations need to fixate on delivering hyper-personalised, satisfying customer experiences to earn and retain consumer loyalty and prevent churn.

The hype over the metaverse has dwindled recently amongst the headline-grabbing ChatGPT. This article discusses how CX is the key for the metaverse to fully realise its potential and become one of the main tech disruptors over the next decade.

Expert advice from Huawei, Spotify, and Pinterest on how to utilize customer data to power CX solutions like personalization, and real-time and predictive analytics. This research report gathers the insights and experiences of an expert panel of 198 CX professionals surveyed by CX Network to shed light on the current state data and analytics applications for enhancing CX efforts.

Following on from the key market trends highlighted by telecoms respondents in the 2020 Global State of CX research, this eBook will dive deeper into the telecoms market and provide readers with real-life examples of how three telecoms firms – Sunrise Communications, BT and Vodafone – have been working to build marketleading customer experiences for their users, strengthen customer loyalty and embolden retention levels.

• Featuring:
  Customer experience in telecoms,
• Case study: BT’s key culture lessons for award-winning CX Interview,
• CSG: Build telecom customer loyalty in 2020 and beyond Case study,
• Sunrise Communications,
• Choose your CX squad wisely and use analytics to steer the direction of CX projects,
• Case study: Vodafone: Digitally transform to fit the preferences of your users
  

The key to making a conversational AI project stick isn’t a stilted “chatbot here, chatbot there” approach. To deliver the best results and value, businesses can leverage conversational AI across an array of use cases. For example, the same platform that lets your customers talk to a virtual assistant to update their account can also help your legal team review contracts more efficiently. To create a successful enterprise AI plan, you need to know the range of problems the technology could help you solve.

This ebook provides a list (by no means exhaustive) of conversational AI use cases that can streamline processes and improve user experiences, in these five categories:

• Virtual Assistant
• Customer Service Virtual Assistant
• Sales & Marketing Virtual Assistant
• Enterprise Agent Assist
• Data Collection