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How to Reduce Churn and Improve Customer Retention

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.
The Challenge of Churn

The Challenge of Churn

It used to be enough for telecom operators to just monitor and manage network quality. Now, as the wireless operator space continuously hits new heights of competitiveness and customer churn can make or break a quarterly financial report, customer experience management has taken centre stage.

Insight and Analytics Report

Insight and Analytics Report

Are you able to capture, analyse and leverage your customer data across your organisation? Many companies have the correct tools in place to capture this data, but ensuring true customer insight is still proving tricky for organisations.

In this report we identify some of the key trends and challenges for 2017 to help you successfully leverage your customer data to drive profit and improve the bottom line. This is a key part of your customer strategy in 2017 and can mean the difference between a competitive advantage through your strategies, or being left at start of the race.

The Digital Challenge

The Digital Challenge

It’s a given now that if an organisation hasn’t at least started their journey into online customer experience, then the competitive advantage may already be lost. Self service, automation and live chat are all tools that have enabled this section of a customer strategy to flourish, but customers still feel the need to have a personalised experience to them, regardless of which channel they choose to use. This has caused headaches in 2016. How do you turn a relatively cold, online journey into something that really stirs and emotional response with the customer. Striking the balance between a personalised and indivisualised experience is something that our experts are looking at moving through 2017 and this report will help you strike the right balance for your strategy, and ultimately, the customers you serve.

Mobile HangUps

Mobile HangUps

The next generation of employees is entering the workplace en masse and bringing new work habits, values, and goals with them. According to a study conducted by Deloitte, Millennials are expected to comprise 75% of the workforce by 2025.1 In order to understand how organisations must adapt, it is important to look to Millennials already in the workforce. By understanding how they may differ from previous generations, organisations can seek guidance on how to engage and, ultimately, make them successful employees.

The Challenge of Customer Culture Transformation

The Challenge of Customer Culture Transformation

It used to be enough for telecom operators to just monitor and manage network quality. Now, as the wireless operator space continuously hits new heights of competitiveness and customer churn can make or break a quarterly financial report, customer experience management has taken centre stage.

A Minute With Richard Shenton - Virgin Media Business

A Minute With Richard Shenton - Virgin Media Business

We recently spoke to Richard Shenton Head of Customer Experience Strategy and Continuous Improvement at Virgin Media Business to get his insight on CX Telecoms related questions.

Download the 2019 Agenda

Download the 2019 agenda for the Customer Experience Exchange for Telecoms and find out what the top telecoms providers in Europe are prioritizing in their Customer Experience endeavors.

[Infographic] 2019 INVESTMENT PRIORITIES: CX professionals' Top Challenges Revealed!

[Infographic] 2019 INVESTMENT PRIORITIES: CX professionals' Top Challenges Revealed!

Based on in-depth research with customer experience decision makers from top European brands within the Telecoms space, we have discovered where these executives are looking to invest over the next 12 months. We have created the Customer Experience in Telecoms Investment Priorities 2019 infographic for you ahead of the Customer Experience Exchange for Telecoms (29 - 30 April, Hilton Syon Park).

[Report] Customer behaviour and attitudes in telco buying decisions Revealed!

[Report] Customer behaviour and attitudes in telco buying decisions Revealed!

A NEW report based on original research carried out by Conversity, examining the habits of consumers when shopping for telco products and accompanying services like broadband and TV packages. We dig deep into the mindset of consumers of varying ages, demographics and income brackets, establishing what you can do as a business to support each customer in making the right purchase and nail those all-important upsell and cross-sell opportunities.

This is what you can expect to see in the report:

  •     Know their habits – learn more about how often consumers buy new phones or telco services, how they do their research and why they switch providers
  •     Right time, right place – how long do customers take, how many providers do they consider and what is their preferred channel?
  •     Cracking the cross-sell – work out what you can do to sell related products and services more frequently
  •     Go on, seal the deal – what is important to customers in helping them make a final decision?
  •     Personalise, optimise, maximise – how the human touch is far from dead in the telco customer experience
  •     Enter IGS – how intelligent guided selling can play a leading role in improving personalisation and empowering staff to do their jobs more effectively
What is the Future of CX in Telecoms

What is the Future of CX in Telecoms

89% of consumers are willing to switch providers as a result of a poor experience (Forrester).
With the ever changing and increasing demands of the customer, delivering an excellent customer experience strategy is becoming harder than it’s ever been. Customers have more and more control over how they choose to interact with their telecom provider. With emerging technologies and solutions influencing and shaping the telecoms industry like never before… who holds the key to a great CX strategy that can not only build, but also grow the business?
The Telecoms Customer: 2017 Report

The Telecoms Customer: 2017 Report

2016 has been a big year for the Telecoms industry. Increasingly fierce competition, mergers & acquisitions and some of the largest fines ever from regulators means that delivering a consistent customer experience is now more important than ever to remain relevant in a busy market. 

Focusing on The Challenge of Churn; The Digital Evolution; Insight & Analytics; this exclusive report features the thoughts of some of the industry’s biggest brands including EE, Deutsche Telecoms, eir, Three, Telefonica and many more. A must read!

Telecoms Report CX Investments

Telecoms Report CX Investments

This exclusive report created by the Customer Experience Exchange for Telecoms is a definitive guide to the top challenges, projects and biggest investment priorities shaping the 2017 strategies of Customer Experience, Services, Digital and Operation Leaders from across the telecom industries. A MUST READ!