Understanding the complexities and drives of a single human telco customer is a mammoth job. When you have several million of them, only artificial intelligence can really do justice to the task.
What does 2020 hold for the telecommunications industry? Artificial intelligence, IoT, the cloud, 5G and further digital transformation will be at the forefront of developments in the coming months, as our new ebook demonstrates.
Information, support, commerce and marketing, chatbots offer many benefits in digital customer service fields such as information, support, commerce and marketing. Yet these bots are still relatively thin on the ground, and are perhaps not being used to their full potential.
Omnichannel worked well for telecoms seeking to enhance customer experience, but it has its limitations. A new approach sees operators beginning to embrace the channel-less approach, blending communication channels seamlessly so that customers get the best out their journey without even thinking about whether to pick up the phone or click on social media.
Telcos are facing a major challenge: today’s “always on” customers are demanding more, and they want it faster. OTTs such as Amazon are in prime position to meet these demands, but that doesn’t mean that CSPs can’t re-imagine the game and transform into winning digital service providers
It should already be obvious to anyone involved in telecommunications that digitization has radically altered the relationship between CSPs and their customers. In order to adapt successfully to the new, customer-centric reality, telcos must examine and re-invent their approach to BSS.
Digitization and globalization mean that telcos are facing ever greater challenges in meeting the demands of clients in different parts of the world. Virtualization and automation can help them meet those challenges – if they have the right unification solution in place.
Customers who have a good experience come back. Those who don’t, leave. It’s hardly rocket science, but it is only recently that telecom operators have begun to focus on how they can manage customer journeys to create exactly the right kind of experience.