This IDC Market Perspective examines how telcos can best address that challenge of customer experience. In recent years, the telecoms industry has become much more switched on to CX. Almost all now track NPS in some form, but the digital companies with which they increasingly compete consistently outperform them. Telcos have CX challenges to overcome and need to undergo CX transformation if they want to become competitive digital service providers.
"Achieving true customer centricity means putting CX at the heart of digital strategy, embedding CX thinking in every decision, and making sure processes change accordingly alongside technology," said Rosalind Craven, research manager, IDC EMEA Telecommunications.