How is CEM in Telecoms?

Digital transformation is now forcing to reinvent most industries worldwide. Telecommunications sector, however, is used to reinvent itself since its origins. Also, it is the enabler and facilitator of the digitalization of most of other sectors, since connectivity is often one of the most important disruption drivers. Therefore, telecoms are used to adopt the fast-paced changes that are, nowadays, appearing due to technological improvements. 

 One of the keys for success is to be able to deliver a good customer experience to our users. But, how is the telecom sector working to create this customer experience? To improve the Customer Experience Management (CEM), in both B2B and B2C, it is important to analyze the state of the industry. IQPC (International Quality and Productivity Center), organizers of the CEM in Telecoms B2C & B2B European Summit, to be held in Vienna from 26-28 September 2017, has published an infographic to explain the key drivers for the industry. One of the surveyed topics is about the users’ most important issues to create a strong long-term loyalty with an operator. The survey showed that customer service appeared as the main priority, followed by the quality of the network. Any other variable are considered much less important. The full infographic also goes through other extremely interesting topics, such as the importance of investing in Customer Experience Management (since it can be considered as the single most important key differentiator and competitive posture), and which technologies are considered most important by the surveyed companies (such as big data analytics, automation or machine learning). You can review the full report in cemintelecomseurope.com website.