Trends Report

Customer Experience Must Become Part Of Telcos’ Financial Story

February 20th, 2020

Summary

Key initiatives for telcos in the coming year include improving revenue, products, services, innovation, and customer experience. Proving the value of customer experience (CX) is a challenge for telcos, even though evidence from financial statements and CX-related initiatives definitively links CX to the key performance drivers that determine profitability and shareholder returns in the telecommunications industry. Telcos globally are investing in network connectivity and quality to boost CX. Minor improvements aren’t enough; telcos must embed CX into all business decisions to drive value and relevance.

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