Still Searching for a Better Customer Experience | KPMG | NG

Still Searching for a Better Customer Experience

Still Searching for a Better Customer Experience

Modern consumers have the world at their fingertips and are becoming accustomed to engaging with brands whenever and however they choose: whether online, in-store or being served face-to-face.

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Telecommunication Tower

Modern consumers have the world at their fingertips and arebecoming 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 becomeincreasingly saturated, the ‘insatiable’ demand for data forusage of over-the-top (OTT) services has led to the declineof traditional voice and SMS usage, while further raisingthe service expectations of today’s modern consumer.With this backdrop, ‘customer experience’ continues tobe a top priority for every forward-thinking telco. The timehas come to truly put the customer at the heart of thebusiness.

KPMG’s experience and our most recent research hasfound that being able to deliver a seamless customerexperience in an increasingly connected omni-channel worldis not a simple endeavour. It requires customer experiencemanagement strategies that precisely address the modernconsumer, their heightened expectations and balancing of the related economics. Savvy operators look to implementstrategies that can effectively deliver products and servicesvia sophisticated personalized offerings, allow easymovement across channels and hold a deeper

We hope this report provides valuable insights and a clearerunderstanding of global best practices and key trends thatwill enhance the ongoing quest to deliver a truly exceptionalcustomer experience.

© 2018 KPMG Professional Services in Nigeria, a limited liability company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (KPMG International), a Swiss entity. All rights reserved.

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