In today's rapidly evolving landscape, telcos are grappling with complex challenges driven by economic pressures, fierce competition, regulatory changes, and shifting customer expectations. To thrive, telcos must focus on delivering exceptional customer experiences, adopting a holistic end-to-end approach to the customer journey. Despite the recognised importance of customer experience, it remains a critical area where many providers fall short.
The 2023 American Customer Satisfaction Index (ASCI) highlighted this issue, ranking Internet Service Providers at the bottom across all industries for Customer Service - below airlines, hospitals, and even the US postal service. However, there are signs of improvement. ISPs achieved an overall score of 71 on the ACSI's 100-point scale in 2023, the highest rating since the index began measuring ISPs in 2013. This upward trend reflects a growing recognition of the importance of customer experience.
Creating a truly customer-centric experience starts with leveraging high-quality data and analytics to anticipate and address customer needs proactively. The next-generation customer experience (CX) philosophy moves beyond traditional reactive approaches to embrace agile, predictive strategies. By integrating customer, operational and network data, telcos can anticipate needs, resolve issues before they arise, and deliver highly personalised experiences across all channels.
To excel in customer experience, telcos must think beyond metrics. A comprehensive cultural shift is essential - breaking down business-unit silos and fostering agility through cross-functional teams. This enables telcos to respond swiftly and effectively to evolving customer expectations.
Vendor lock-in has long been a barrier to flexibility and choice, but today's customers expect seamless interoperability across networks and devices. Telcos must prioritise creating an open, customer-centric ecosystem where connectivity is not just seamless but optimised for exceptional user experience.
To gain deeper insights into delivering extraordinary customer experiences and overcoming key challenges in network deployment and service provisioning, download Vitrifi’s latest InfoBrief, ‘Mastering the Wholesale Fibre Broadband Challenge with Open Access Optionality’: https://lnkd.in/etBg68XX
#InfoBrief #Vitrifi #Telecoms #FibreBroadband #NetworkOperators #RetailServiceProviders #CustomerExperience #Automation #Autonomic #DataCentric #Innovation
Great session, thanks for the opportunity!