Telcos' Customer Experience Management Report: The Challenges and Opportunities Enabled by New Technologies and Marketing Techniques - Research and Markets

DUBLIN--()--Research and Markets has announced the addition of the "Telcos' Customer Experience Management" report to their offering.

Customer experience is key for telcos' retail strategies.

The study highlights the challenges and opportunities enabled by new technologies and marketing techniques.

The report compares the telecom sector with others especially OTT regarding customer loyalty, and then focus on sales channels -both digital and physical stores. Furthermore the opportunities emerging from big data and analytics will be analyzed, as well as other innovations as chatbots and blockchain technology.

Finally, the report presents key metrics, internal and external for customer experience measurement, highlighting thereby the increasingly customer-centric marketing strategies.

Slideshow Contents:

The challenges of CEM (Customer Experience Management)

- An essential issue for operators

- Implementation of big data tools

- But analytics offer many opportunities

- A change in corporate culture to a customer-centric approach

- Self-service vs. human approach

- Stores moving more upmarket allowing customers to experiment

New untapped opportunities

- The channels of communication are enhanced by innovative technologies, with a focus on personalised solutions

Key Topics Covered:

1. Executive Summary

1.1. Challenges and opportunities of customer experience

1.2. New untapped opportunities

2. Methodology & definitions

3. The challenges of customer experience

3.1. Customer experience, both a technical and relationship-based

3.2. The telecom sector has fallen behind its counterparts in other sectors generally, but particularly OTT players

3.3. A key component of customer loyalty

3.4. A strategic focus on communication

4. Digitisation of relationship channels

4.1. From store to smart shop

4.2. Call centres move upmarket

4.3. Websites: telcos promote self-service, but maintain the human aspect

4.4. Mobile still little used in CEM, a future challenge

4.5. The growing importance of social media in customer relations

4.6. Conclusion

5. Opportunities associated with big data and analytics

5.1. The use of big data in customer experience

5.2. Opportunities for customer experience

5.3. Other innovations in customer experience management

6. Customer experience and management

6.1. Indicators of customer experience

6.2. A change in corporate culture towards a more customer-centric approach

Companies Mentioned

  • AT&T
  • Bouygues Telecom
  • Deutsche Telekom
  • Free
  • Giffgaff
  • Movistar
  • Netflix
  • O2
  • Orange
  • SkyItalia
  • Telef√≥nica
  • T-Mobile
  • Verizon
  • Vodafone

For more information about this report visit http://www.researchandmarkets.com/research/jrchs8/telcos_customer

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Related Topics: CRM (Customer Relationship Management)

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Related Topics: CRM (Customer Relationship Management)