The telecom industry is undergoing a seismic shift. With 5G rollouts, market saturation, and increasingly digital-native customers, traditional service models are no longer enough to drive loyalty or differentiation.
Today’s consumers expect seamless, personalised, and consistent experiences across every channel and touchpoint. Yet many telecom providers continue to operate in silos, resulting in fragmented customer journeys, inconsistent service, and rising churn.
Our latest research report with Everest Group, ‘Connecting the dots with AI: creating a superior end-to-end telecom customer experience (CX)’, explores why an integrated CX strategy is now a business imperative for telecom operators.
The report outlines how legacy, product-centric structures are holding back customer experience efforts and how an orchestrated, AI-enabled CXM (customer experience management) framework can transform service delivery. It highlights the need for interoperability across systems, shared data platforms, and customer journey-centric design to deliver truly human + tech enabled experiences.
This report also examines:
- The biggest barriers to CX transformation
- The role of service providers in enabling seamless end-to-end CX
- Critical partner selection criteria and capability considerations
- The business impact of CX done right: reduced cost-to-serve, improved retention, and stronger brand value.
For telecom leaders looking to shift from fragmented operations to connected experiences, this report offers strategic guidance and a practical roadmap.
Download the full report now to learn how an AI-powered, customer-obsessed approach can turn CX into your telecom enterprise’s next growth engine.
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