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TECH SUPPLIER Dec 2018 - Market Perspective - Doc # EMEA44521218

Meeting the Telco Customer Experience Challenge

By: Rosalind CravenResearch Manager, EMEA Mobility

Table of Contents

Executive Snapshot

Figure: Executive Snapshot: Meeting the Telco Customer Experience Challenge

New Market Developments and Dynamics

Telcos are Focused on CX, but Still Have Many Obstacles to Overcome

Correcting Pain Points and Understanding Customers Better are the Current Priorities

Improving CX is of Great Strategic Importance

Advice for the Technology Supplier

Figure: CX Transformation: Changing Old Ways of Thinking

Strategic Points for CX Success

Full Participation

Process Reinvention and Agility

New Technology

Readiness for Future Challenges

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Related Research



Related Links