Abstract

This IDC Perspective examines how technology can be used to address the challenge telcos face to improve the quality of the customer experience (CX) they provide to their customers. There are plenty of ways to improve CX by increments which in themselves are worthwhile, but telcos need to think holistically and address the customer journey as a whole. By doing so they can address the reasons for poor CX, but also develop an integrated strategy to provide an improved experience rather than hoping for quick fixes through point solutions.

"Providing the experience customers expect these days is as much about business and company culture as systems and processes. While the will to provide a great CX technology can help achieve this goal, it cannot be a substitute for a lack of focus and determination to deliver great CX," said Mike Cansfield, associate Vice president, IDC Europe Telecommunications and Networking.

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