The 2020 Digital Trends: Telecommunications in Focus report highlights issues such as the commodification of services and the growth of OTT providers, leaving telecommunications industries merely as utility providers. Customer experience is a key part of the solution.
Produced in collaboration with Econsultancy, our industry report reveals that customer experience (CX) leaders are three times more likely than their peers to have exceeded their business goals. However, for CX to be a brand differentiator, there needs to be more focus on content, customer experience management and technology integration.
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Here are just a few of the highlights:
- Telco companies rate customer experience as their most exciting opportunity for 2020 and see it as the primary way to differentiate from their competition over the next five years.
- A third have already invested in Artificial Intelligence or Machine Learning, with another third preparing to do so in the next 12 months.
- 50% of Telco companies plan to increase their investment in CX-related technology in 2020, while the rest plan to keep their CX-related technology spending the same.
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