Author's Posts

A Value-based approach to improve customer experience

Posted by: Rahul Malviya | December 11, 2012

The services provided by the telecom industry form the foundation of our connected lives in the today’s digital world. However, despite the demand for these services, Communication Service Providers (CSPs) are struggling to deliver an excellent customer experience, resulting in high rates of customer churn. While customer experience leaders such as Apple, Google, and Amazon enjoy a Net Promoter Score of 70-80, CSPs report an NPS as low as 3.