How Telecoms Can Become Pro-Active in Managing Customer Experience


The main opponents of CSPs are the over the top (OTT) players, which originate mainly from the IT world and are usually very flexible in adapting to the market – both of which factors have raised the bar significantly. Mobile applications provided by companies such as Facebook, Uber or Spotify are light, easy to use and force the customer to interact constantly with the service provider.

But telecoms companies are well positioned, have a multi-channel footprint, a direct billing relationship with their customers, and access to detailed information about those customers. CSPs could position themselves as a value-adding middleman in the increasingly complex mobile communications market.

Integrated assurance supported by an OSS/BSS data analytics solution is one of the key building blocks required to improve the overall Net Promoter Score (NPS) or Customer Satisfaction (CSAT). Download our white paper and discover the benefits of the integrated assurance.

white paper, Telco in Managing Customer Experience

By downloading this white paper about managing customer experience in telecommunications you will learn:

  • How the customer experience depends on various touchpoints on their journey
  • Why the network is the first and most important customer touchpoint
  • How to adopt a pro-active approach to customer experience management
  • How managing service quality evolved from the service operations center to integrated assurance

Download this PDF to learn more about managing telecom customer experience

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