Lockdowns and the shift to remote working has meant that the Telco customers are placing an increased importance on reliable and frictionless experiences with their providers.

In this context, good customer experience has gone from being crucial not just for customer retention but also customer acquisition, as consumers shop around for a provider that won’t leave them without access to the outside world.

With that in mind, CX in Telecoms 2021 will be focused on how to deliver industry leading customer experience through:

• Personalization: facilitating interaction with customers that reflects their unique circumstances in order to build empathy and loyalty
• Self Service: enhancing customer experience while reducing the burden on customer service by enabling customers to effectively self-serve
• Voice of the Customer: capturing key customer feedback in order to identify fracture points and areas of opportunity
• Omni channel: creating a unified experience across all customer communication channels
• Retention: Identifying and optimizing the key customer touchpoints that determine retention