By 2020 the customer will manage 85% of the relationship without ever having to interact with a human.
Now is the time for telecom companies to deploy web self-service, to be pioneers in self service and appeal to the mass market who are demanding more from technology.
This article looks at the benefits of self-service, the common Full Article »
The European telecoms market is changing!
This extract from the CEM in Telecoms Global report looks at the ways the industry can build a customer-centric company culture, action VOC, enhance their digital transformation and break down silos in order to secure long term retention and customer lifetime value. With insight from Vodafone Germa Full Sector Report »