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Telcos' Customer Experience Management

Telcos' Customer Experience Management

Market Study
Published: November 2016
Pages: 62
Research from: iDate
Sector: Broadband & Fixed

From: GBP 1667.00
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A tech-enabled data-driven revolution

Customer experience is key for telcos' retail strategies.
Our study highlights the challenges and opportunities enabled by new technologies and marketing techniques.

The report compares the telecom sector with others -especially OTT- regarding customer loyalty, and then focus on sales channels -both digital and physical stores. Furthermore the opportunities emerging from big data and analytics will be analyzed, as well as other innovations as chatbots and blockchain technology.

Finally, the report presents key metrics -internal and external- for customer experience measurement, highlighting thereby the increasingly customer-centric marketing strategies.

List of players

AT&T
Bouygues Telecom
Deutsche Telekom
Free
Giffgaff
Movistar
Netflix
O2
Orange
SkyItalia
Telefónica
T-Mobile
Verizon
Vodafone

 

 

Slideshow contents

The challenges of CEM (Customer Experience Management)
An essential issue for operators
Implementation of big data tools
But analytics offer many opportunities
A change in corporate culture to a customer-centric approach
Self-service vs. human approach
Stores moving more upmarket allowing customers to experiment

New untapped opportunities
The channels of communication are enhanced by innovative technologies, with a focus on personalised solutions

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