Save or Share this Report

For Customer Experience Professionals

Demystifying Financial KPIs For Telecom CX Professionals

October 22, 2019

Primary author headshot

Authors

Why Read This Report

Customer experience (CX) professionals in the telecommunications sector must connect CX measures to core financial performance in order to establish the financial impact of their CX initiatives. For this to happen, telco CX pros must first understand how their firm actually produces profit via a combination of revenue, cost, and capital and then link CX measures to these financial streams. This presentation, based on a detailed study of several global and regional telcos, offers a framework that can help connect CX with financial performance.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Want to know what will happen in 2020? Visit Forrester's Predictions 2020 Hub, where you can read what's coming next in marketing, customer experience, technology, innovation, and more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Recommended Research