Digitising customer experience: telecoms case studies

Digitising customer experience: telecoms case studies

  • December 2021 •
  • 24 pages •
  • Report ID: 6191073 •
  • Format: PDF
"By digitising customer experience, operators can increase loyalty, reduce operating costs through automation and increase revenue by reducing friction points."

This report uses five case studies to understand how telecoms operators worldwide are digitising customer experience. It assesses the impact of these efforts on realising cost savings and revenue uplift, and in terms of operational improvements (such as churn reduction and customer support issue resolution).

The following operators are included as case studies.

  • Axiata
  • Orange
  • Singtel
  • Telefónica
  • Vodafone