In This Guide
Learn more about:
- How CX builds long-term customer relationships
- The importance of data
- How self-service delivers customer convenience and business efficiency
- The benefits of automation
- The role of live agents
Read the Best Practice Guide to Uncover How:
Customer Perceptions Have Changed
Pre-COVID-19, many consumers regarded telecommunications as a utility. Today, consumers are actively looking for products, services and a customer experience on a par with those offered by their favorite brands in other industries.
CX Plays a Role in Consumer Decision Making
For 70% of consumers, customer experience is a deciding factor when choosing a telecoms brand. Moreover, for one-in-three adults, a single poor customer experience is enough for them to consider switching brands.
Self-Service Solutions Influence Brand Loyalty
As customers look to their telecommunication providers for expanded services, they are also seeking out convenient, personalized, self-service solutions. 49% of consumers perceive 24/7 service to be the top driver of brand loyalty.
To Build Strategic Omnichannel Experiences
While digital experiences delivered through AI and automation are central to a best-in-class customer experience delivery, telecoms brands still need to offer easy access to live support.