
TECH SUPPLIER Jun 2021 - Market Perspective - Doc # AP45980920
Monetizing Customer Experience with Contextual Marketing: A Road Map for Communications SPs
Abstract
This IDC Market Perspective on customer experience (CX) monetization covers a quick view about vendor capabilities, country benchmarking, and different operator strategies in Asia/Pacific (excluding Japan) (APEJ). This report also dives deep into stitching some high-level digital transformation (DX) key performance indicators (KPIs) over different customer stages, including acquisition, retention, management, renewal, and upsell, with CX KPIs covering offer design, launch, curation, and enhancement as well as network KPIs.
"With the data deluge for telcos, CX professionals/teams must adopt a cloud-native and headless architecture and imbibe a product-centric and agile approach to arrive at customer lifetime value, experience outcomes, and focus on the net promoter score (NPS) at each step of customer interaction to build a solid ROI. This will enable them to develop a holistic view of their monetization capabilities even as they add edge, 5G, and third-party over-the-top (OTT) services," says Yash Jethani, research manager for telecom, IDC Asia/Pacific.
Coverage
Subscriptions Covered
Asia/Pacific Communications Service Provider Business Transformation Strategies
Companies Covered
Globe Telecom, Inc., SAS Institute Inc., T-Mobile, Telekom Malaysia Berhad, Telstra Corporation Limited, Reliance Jio Infocomm Ltd., M1 Ltd.
Regions Covered
Topics Covered
Analytic applications, Cognitive/artificial intelligence, Customer relationship management applications, Marketing operations
Content
List of Tables
List of Figures
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