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!

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?

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!


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

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

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.


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.


Interview: Charlotte Dunsterville, Customer Experience Director, Sure International

For an organisation to become truly customer centric, the customer experience must be entrenched in all aspects of the business, from the customer facing teams to the back office functions. Such an organisational change is not without its challenges, and sometimes ‘doing the basics well’ internally can be the first hurdle to overcome. Charlotte shares the evolution of Sure’s  customer strategy, together with how the organisation has worked to integrate the customer experience into day to day activities to ensure it delivers the best experience possible.

Interview: Jorge Mascarenhas, Head of O2, Telefonica

Jorge talks to the Exchange about the impact that Gurus have on O2’s customer strategy. Jorge also shares the impact of propositions like these and how do to create a business case around something experiential such as the Guru strategy.

Interview: Kjell-Morten Johnsen, Head of Telenor Europe & Broad Member at Vimpelcom Telenor

In this thought provoking interview, Kjell-Morten discusses the importance of customer centricity from the board perspective, together with the impact digital is playing in the future of customer experience.

Interview with Fabrice Andre, SVP Quality & CSR, Orange

The Customer Management Exchange team sat down with Fabrice to discuss how Orange are currently leveraging their customer strategy as a catalyst for growth, the key elements to a customer strategy that builds customers loyalty whilst minimising churn and how Orange build emotional engagement with it’s customers. 

Interview: Tete Soto, General Manager Online and Multichannel, Telefonica

In this exclusive interview Tete shares her thoughts on how best to deliver an excellent Customer Experience to O2’s consumer base, regardless of what channel they choose to use. Having joined the industry from a retail background, Tete also discusses what the telecoms industry can learn from other sectors, and how this insight can be used to help steer strategy.

Interview: Rohini Mehra, Director of Channel Operations, Three

Rohini talks about the importance of delivering service at the contact centre and how insight driven strategies are key to sharpening your initiatives for success.

Interview: Gero Niemeyer, Managing Director of Customer Service, Deutsche Telekom

As one of the largest telecom provider in Europe, Gero talks about how Deutsche Telekom have remained competitive throughout the years, and how they have innovated their strategies to keep up with the rising needs of the consumer through digital and self service.

Interview: Richard George, Senior Vice President, Digital, Eir

Richard highlights the importance of having a strong digital strategy and how ensuring an organisation is bought into the changing consumer culture is critical to embracing new technology throughout the business.


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.


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.


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.