This IDC Insight focuses on the journey telecom operators are undergoing to improve customer care as well as customer experience and advocacy. This document considers the internal challenges with IT and the technology siloes that have been built over decades, external challenges such as competition from over the top providers, loyalty shifting to brands, and the digitization of channels. We then recommend ways in which carriers can improve customer experience and suggest where to look.
This document also incorporates the input from a number of telecom executives who attended the IDC Asia/Pacific Telecom Summit 2012 Roundtable on Customer Experience. This event was held in Singapore on November 9, 2012.
Asia/Pacific Collaboration and Social Business , Asia/Pacific Emerging Technologies , Australia Next Generation Networks , Europe, Middle East and Africa Business Network Services , New Zealand Telecommunications Market , Worldwide Telecommunications Markets