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A new era of customer engagement

Spur growth with personalized, seamless customer interactions across all channels. Expand your product portfolio beyond connectivity for new opportunities.

Customer experience is the key to growth in commoditized telecoms markets characterized by intense competition and low levels of loyalty. Turn customer engagement into a platform for growth. Use AI, data and automation to deliver seamless and personalized experiences - and to add new products and services that open growth opportunities.  

DATA
57.9%

of Communications Service Providers (CSPs) say their most urgent transformation needs are improving digital channels and customer experience

88%

of CSPs are creating virtual environments that improve customer interactions

84%

of CSP executives say their company will miss future growth opportunities if it fails to accomplish ongoing IT transformation

The telco customer experience is changing

Grow with consumers, beyond connectivity

Connectivity is not enough. As consumers spend more of their lives online, CSPs can extend beyond connectivity and support people's digital lifestyles. This requires telcos to orchestrate an ecosystem of partners to deliver a new range of services.

What you can do

Use AI and automation in marketing, sales, and service to deliver personalized interactions in real time. Improve efficiency and reduce costs by integrating third-party APIs, unifying customer data and campaigns, and centralizing billing and payments.

46%

of consumers would subscribe to a telco marketplace if they could bundle up the digital service choices themselves

Diversify revenue by creating new offerings in related industries. Use a platform-based ecosystem to offer digital products and services ranging from home security and safety to entertainment and healthcare.

5% to 21%

the projected 5-year CAGR for digital gaming, online video & music, message apps and smart home

Use data and AI to create personalized offers and pricing, increase conversions by engaging regularly, providing preemptive troubleshooting and creating new experiences for your customers.

74%

of consumers say a lack of personalized support can be frustrating when dealing with customer service

Our leaders

Astha Bhardwaj

Managing Director – Strategy & Consulting, Communications & Media, Asiam

LinkedIn

Alfonso G. Imbroda

Managing Director – Song, Communications & Media Industry Lead

LinkedIn