This IDC Market Perspective highlights core trends in customer experience (CX) strategy among telecommunications service providers in 2020 and beyond. It describes the associated challenges faced by leading executives in marketing, customer care, and organizational strategy as they try to maximize the benefit of CX initiatives for their customers and their companies.
"CX is the competitive differentiator; it cannot be neglected. CX excellence will lead to upward pressure on revenues, counteracting many downward trends. CX must not be allowed to become a small issue, confined to the concerns of one or two departments. It is a companywide concern. Becoming a customer-centric business means that the whole company — not just part of it —focuses on the customer," said Rosalind Craven, research manager for IDC's Telco 2025 research team and member of the European CX Practice.