eBook

Telecommunications Transformation: Turn Customer Experience into Your Retention Strategy

In this study, you will learn:

Top challenges telecommunications organizations experience when delivering CX and trying to improve retention
Where leaders are investing their CX budgets today and in the future to keep up with the competitive market
How customer engagement solutions are achieving CX goals and benefit customers and employees
Actionable recommendations to provide consistent, proactive, and personalized experiences that improve customer and employee retention

Turn Customer Experience into Your Retention Strategy

New research shows CX-specific solutions benefit the customer, the employee, the business, and the telecommunications industry.

What are Telecommunications leaders saying?

59% are reporting a negative impact on customer retention as a result of poor CX
64% said they need help from advisors/consultants who are CX experts.
72% are focusing on improving the omnichannel experience.

Today, 97% of telecommunications CX decision-makers report their organizations have experienced consequences of poor CX. Across the board, organizations struggle to keep customers engaged, and one 1 in 3 are experiencing diminishing returns on their existing customer relationships.

CSG commissioned Forrester Consulting to survey 484 global decision-makers in CX, operations and marketing roles to explore how an enterprise– wide CX strategy enables companies to be more customer-obsessed and improves customer and employee experiences while driving better business results.

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