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For Customer Experience Professionals

Hardwire Customer Experience To Telco Financial Performance

CX Pros At Telecommunications Providers Must Connect Metrics To Money

October 7, 2019

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Why Read This Report

Telco business leaders are used to tracking success via key performance indicators 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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Table of Contents

  • Telco Customer Experience Must Become Part Of The Money Story
  • Link The Customer Story To The Complex Money Story
  • Define Proxy Metrics That Link CX To Concrete Financial KPIs
  • Recommendations

  • Begin Hardwiring CX To Financial Performance Today
  • Supplemental Material
  • Related Research Documents

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