Customer Centricity

Research Report /

Customers are more empowered than they have ever been, due to the growing choice of providers and offers open to them. If they don’t like what they experience, they are increasingly willing and able to go elsewhere.

Customers’ expectations are fuelled by their online interchanges with retailers and others: They expect to be able to do what they want to do quickly and easily, when they want to do it, via whichever channel suits them.

The fact that this is very hard to do for communications service providers as they move into digital services is of no concern to customers. It involves much more than simply tying channels together at the front end.

Read this report to understand:

  • What’s driving omnichannel
  • How to take a strategic approach to engaging with customers
  • The role of analytics in omnichannel
  • The tools and resources TM Forum can offer to your company figure out the priorities and get started


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About The Author

Snr Director, Research & Media

Annie Turner has been researching and writing about the communications industry since the 1980s, editing magazines dedicated to the subject including titles published by Thomson International and The Economist Group. She has contributed articles to many publications, including national and international newspapers such as the Financial Times and International Herald Tribune, and a multitude of business-to-business titles. She joined the TM Forum in 2010 and is responsible for overseeing the content of the Research and Publications portfolio.

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