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Customer Culutre & Centricity

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How to Reduce Churn and Improve Customer Retention

Every telecoms provider knows that it is much cheaper to retain an existing customer than it is to acquire a new one. Loyalty and retention are probably some of the biggest challenges facing operators today, especially in the competitive global marketplace, where the current economic climate is such that customers are less willing to spend.

With an overview of the best practices to harness the power of retention and top tips for a loyal 2016, this exclusive report by the CX Network provides insight on the strategies network operators like Comcast, AT&T and Eesti Telekoms are currently using to improve their loyalty and retention.

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Putting The Customer In The Drivers’ Seat

Over the past few years there has been a huge shift towards putting the customer in the drivers’ seat when it comes to developing your customer service strategy. Discovering what your customers’ expectations are and how to quickly resolve their issues is a top priority for telecoms professionals, but what is the best method to uncover this information? Rohini Mehra, the Director of Channel Operations at Hutchison 3 revealed exclusive insights into how her team have put the customer at the heart of their thinking, with tremendous success. Watch her presentation to find out how they have transformed their customer satisfaction results by engaging the customer in their customer roadmap.