Customer experience lies at the heart of all business activity, and customers increasingly know exactly what they want and how much they need to pay for it. Operators are more and more interested in the importance of managing customer journeys to create great customer experience.
Purchasing a product is not a single action that begins at a checkout and ends with delivery. It’s a journey that spans many touchpoints, digital and physical, so it is vital to have a good omnichannel strategy in place that is invisible to the customer but makes their experience one they will remember for the right reasons – helping create a long-term bond. Understanding how a customer gets to the purchase phase, and when and why they abandon the process, is an essential part of customer experience management. Download our white paper and discover how telecoms are utilizing guided customer journeys in order to understand and serve their customers better.