A global study of the mobile telecommunications market
Modern consumers have the world at their fingertips and are becoming accustomed to engaging with brands wheneverand however they choose: whether online, in-store or beingserved face-to-face. Today’s customers are increasingly wellinformed, aware of what they want and vocal in sharingtheir experiences.
As telecom markets around the world continue to become increasingly saturated, the ‘insatiable’ demand for data for usage of over-the-top (OTT) services has led to the decline of traditional voice and SMS usage, while further raising the service expectations of today’s modern consumer. With this backdrop, ‘customer experience’ continues to be a top priority for every forward-thinking telco. The time has come to truly put the customer at the heart of the business.
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