This report includes five case studies from telecom operators worldwide, showcasing how they are digitising their customer experience. It evaluates the impact of these efforts on cost savings, revenue growth, and operational improvements such as reduced churn and enhanced customer support.
The report provides actionable recommendations, derived from global best practices, for operators who have already initiated customer experience transformation or are considering such initiatives.
The analysis is based on a review of operators’ publications, including annual reports, presentations, and press releases, along with internal research on digital transformation.
Key questions addressed in this report include:
- What are the primary strategic drivers behind operators’ efforts to transform their customer experience?
- What specific initiatives have operators undertaken to digitise their customer experience?
- How has the digitisation of customer experience influenced operators’ performance, particularly in terms of cost savings, customer satisfaction, and sales growth?
- What metrics do operators use to measure, track, and report their progress in digitising customer experience? What benchmarks are available for comparison?
