Trends Tool

Demystifying Financial KPIs For Telecom CX Professionals

October 22nd, 2019
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Nancy Lin , Bill Nagel

Summary

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.

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