Model Overview Report

Hardwire Customer Experience To Telco Financial Performance

CX Pros At Telecommunications Providers Must Connect Metrics To Money

October 7th, 2019
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Dane Anderson , Dan Bieler , Harley Manning , Nancy Lin , Bill Nagel

Summary

Telco business leaders are used to tracking success via key performance indicators (KPIs) like return on invested capital and average revenue per user but don’t always know how customer experience (CX) affects such measures. This challenges CX pros, as they must base their CX strategies on good business sense. To improve their credibility, CX pros in the telco industry must directly connect CX outcomes to core business metrics. This report shows CX pros what information, tools, and skills they need to strengthen the business case for a CX that will improve financial performance.

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