Customer experience is currently all the hype for most businesses and the telecom industry, being on top of innovations and buzz as it usually is, has not been left behind. But what does “providing great customer experience” actually mean for a telecom operator? Being able to quickly deliver new services? Delivering precisely these services that customers want? Providing great customer service across all touch points? Well, it is actually all of these, and more.
In the telecom industry competition is fierce – you can see it on multiple levels, including the devices available in a given provider’s catalog of offers (and their prices), the proposed tariff plans and the delivering of innovative services that stand out from competitors’ offers. Customer loyalty can no longer be taken for granted, as subscribers are currently more inclined to switch provider than they have ever been in the past. Network quality and coverage ceases to be a major differentiator, which is why telecom operators have started to compete on the level of customer experience.