Telecoms are in the business of connectivity. As customers shift to digital only channels and customer journeys evolve, telcos are driven to redefine their customer interactions. This accelerated shift is driving a mandate to gain insights from their data, create seamless interactions between online and offline channels, and anticipate their customer needs to build trust and deepen relationships.
CX expectations have changed with digital marketing. Customers expect telecom brands to offer multichannel engagement. Telco marketers are expected to maintain simple and clear communications across multiple digital and offline channels. CX excellence helps brands acquire new subscribers, reduce churn rate and increase stickiness, with customer data and hyper-personalization key to success.
Join Varun Kapoor, Practice Lead, and Rit Gandharv, Principal strategist, to learn more about what Telcos are doing to create great experiences.