CEM in Telecoms North America

In an increasingly competitive, saturated and consolidated telecoms market, customer experience is becoming evermore important. Many operators are still focused only on bottom-line revenue, with the CX teams struggling to justify further investment into their business units. However, recent studies have shown that companies that excel at customer experience grow revenues 4-8% above the industry average, and more alarmingly, in the US alone the estimated cost of customers switching due to a poor experience is $1.6 trillion! 

So what can be done? This depends on each operator, and the unique challenges they face. Some will want to offer their customers the latest in innovative experiences such as automation, applied AI and hyper-personalized services, others will want to utilize big data and analytics to better understand customer behavior. Others still will be focused on tackling the ongoing issues of change management. However, all will ultimately be focused on the one core challenge – becoming a truly customer centric operator.