Seamless Customer Experience for Telecoms: A Practical Approach

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In this age of data and convenience, customers across the globe are getting used to great customer experience from numerous companies. Big names such as Google, Apple, Amazon, and many others lead the way when it comes to ensuring a seamless customer experience. While these names lead the front, Telcos lag behind when it comes to their perception of great customer experience.

In consideration of the fact that Telcos lag behind when it comes to their perception of great customer experience, I recently talked to Thomas Kinnman from Ericsson. Both of us discussed important factors related to customer experience in the eyes of Telcos, and what should be done in this regard.

Telcos Lagging Perception of Great CX

There are numerous negative customer experiences that often go unnoticed by Telcos. Telcos fail to deliver action at the right time and often end up losing the customer value that they would have wanted to provide. It is necessary for Telcos to understand what constitutes a negative experience and what should be done to cater to their customers. It is also extremely important that Telcos understand that not all customers have the same expectations, and that, indeed, expectations can widely vary from person to …

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