A service industry putting customers back at its centre
Modern Telco is an industry under pressure. A highly competitive (and offer-driven) market, rapidly evolving tech and consequently, comparatively fickle customer numbers have been long been considered as ‘the cost of doing business’. But helped in part by the events of 2020 and the acceleration of digital transformation initiatives, Telecommunications and Quad players are facing unprecedented obstacles as they balance the need to improve customer service while reducing costs. And unsurprisingly, there is a sudden shift of attention onto the provision of digital customer experiences and revenue streams.
Handset innovation and bolt-ons are fundamental, but with similar competitive offerings, these can become hygiene factors. To engender customer loyalty in what is in many ways a service industry, customer service must be the key differentiator. By providing unique, consistent, and helpful experiences to everyone, Telco brands can create meaningful engagement, loyalty and ultimately, trust.
In this document, we share a few examples of how ONE’s Journey Orchestration can transform customer experiences in Telco.