Today’s customers expect seamless delivery of personalized service and informed advice both in the retail outlet and across channels.
KPMG conducted a global customer experience study across 29 countries and 124 service providers to identify better practices and trends for the mobile consumer market of the telecommunications sector. With more than 770 store visits, 800 contact center calls, 1,190 SIMs purchased and more than 730 top-ups, this report compares customer experiences and provides a comprehensive global view across a broad range of providers and channels.
It's clear that delivering a seamless customer experience in an increasingly connected omni-channel world is not a simple endeavor. Customer experience management strategies that precisely address the modern consumer, their heightened expectations and balancing of the related economics are required.
Download this report to learn more about global best practices and trends that are key to creating a better customer experience.
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