Digitising customer experience: telecoms case studies

15 December 2021 | Research

Stephen Sale

Case study | PPTX and PDF (24 slides) | Mobile Services

"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

For more information, please read the associated article here.


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