Global Telcos Customer Experience Management Strategies 2023

Global Telcos Customer Experience Management Strategies 2023

INTRODUCTION

The telcom customer experience management process is a very complicated one as it involved a variety of different facets of the telcom value chain. In fact, in order for a telcom to have a future proof holistic CEM strategy it must ensure that it covers off online, offline and network related customer touch points as well as the key pillars that comprise of CEM -Services, Quality of Service and Customer Care.

The report provides insights into the CEM strategies of various telcoms and even looks at the trending topics in the area, such as the growing role played by automation and AI.

Churn management uses the information from customer segmentation and leverages it in the form of a loyalty program or incentive scheme to keep the users on the network. Looking particularly at types of churn, it takes many shapes, it comes in the form of long term or short term churn – short term churn is a result of a network disruption, and can be easily reversed.

The report also provides insights on what exactly CEM comprises of and which are the most important components in the process. It talks about the growing role of digitalization and analytics and even provides learnings from ancillary industries like retail and banking. CEM is becoming a vitally important area for telcoms as in this hyper competitive world, there is a need for telcoms to distinguish themselves in the market either through their superior service or customer care functions. The report provides learnings from leading telcoms in the way in which they have looked to improve various parts of the CEM journey, whether its in the form of Telefonica’s end to end digitalization based on customer lifecycle or Talk’s new and improved IVR