GAME CHANGER CX
How Omnichannel and Co. Can improve your communication with Customers
In the course of the digital transformation, it is not only in telecommunications that customer service and CX become a differentiator as the services of different providers converge. Compared to other industries, telcos have the greatest potential to increase their profits through CX – and can even draw on a wealth of customer data to do so. These are the best prerequisites for accompanying the Customer Journey with corresponding innovations and technology trends. Our white paper introduces you to a selection of these innovations – and explains how they can help shape a positive CX.
YOUR SERVICE CAN BENEFIT FORM THESE CX TRENDS
- Single Source and Data Lake: Dissolves data silos, enables 360-degree views of the customer, personalized information and real-time access to stored information
- Omni-Channel: Customers can switch flexibly between support channels and save time, while service staff have full transparency of all actions
- Automation: Reduce staff workload and response time, while freeing up time for more complex customer inquiries
- Artificial intelligence: Customers can help themselves with higher quality or be proactively supported – service employees benefit from recommendations for action
”Similar networking technologies, equivalent service plans offered and identical end devices. In the telecommunication setting, providing great customer service and a positive customer experience can constitute a significant market differentiator.”
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