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Rising Trend of Digitization to Open New Avenues for Telcos Customer Experience Management Service Providers

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Published on : Nov 29, 2016

ALBANY, NY, Nov 29, 2016: The report offers an in-depth analysis of the global telcos customer experience management market and its affiliated industries. The report provides a comprehensive evaluation of the competitive landscape and market dynamics. The latest trends and advancements in customer experience solutions are taken into consideration while compiling this report. These trends present process models, strategies, and information technology (IT) to optimize and manage the end-to-end customer experience process.

Telcos customer experience management has emerged as a powerful tool for communication service providers (CSPs) to gauge their business performance and evaluate customer experience. These management tools can help CSPs in providing better experience to existing customers instead of investing in acquiring new ones. They are gaining rising popularity as they enable organizations in creating retention, improving competitive abilities, and reducing churn.

The study highlights the challenges and opportunities of customer experience enabled due to the need to implement big data tools and increasing inclination towards automation. The use of big data includes analyzing and consolidating data, incorporating third-party data, improving network performance, and real-time incorporation of data. Other innovations in customer experience management such as blockchain and chatbots are opening up new avenues for service providers in the telcos customer experience management industry. The sweeping shift of corporate culture towards a more customer-centric approach is providing significant growth opportunities to the market.

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The rising digitization of relationship channels is largely impacting customer expectations and behavior, ultimately affecting end-user experiences in the telcos customer experience management market. This digitization includes the shift from store to smart shop and the increasing adoption of self-service approach, nevertheless maintaining the human aspect with instant messaging. The growing usage of mobile and social media channels for sharing views and ideas is prompting CSPs to periodically monitor these channels and take ownership of customer interactions for understanding their needs and improving their overall experience.

The adoption of customer experience management solutions is exponentially increasing, especially in developed countries including the U.S. and the U.K. IT communication service providers, financial services and insurance companies, banking services, and the consumer goods industry are extensively implementing customer experience management solutions to improve their marketing techniques by providing their employees, customers, and channel partners a personalized, rich, and engaging experience. 

The report profiles the key players in the global telcos customer experience management market along with their business strategies and revenue structure. Some of the leading players are Vodafone, Verizon, T-Mobile, Skyitalia, Orange, O2, Netflix, Movistar, Giffgaff, Free, Deutsche Telekom, Bouygues Telecom, and AT&T.

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