Customer Centricity

Research Report /

Getting closer to customers and engaging with them in more innovative ways is a primary objective for all CSPs, especially in mature markets with intense competition and those with high percentages of millennials. A key part of this is engaging through more channels and specifically through social media and sub-brands.

This report explores what CSPs should avoid and how they can fast-track their own utilization of social media and sub-brands that will help shape a more relevant customer experience for millennials.

Learn from GiffGaff, Jawwy, STC, Telefonica and Telstra. With thanks to our sponsor Etiya.

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TM Forum

About The Author

Senior Analyst

Catherine Haslam is an analyst with 20 years’ experience in providing insight, analysis, and consulting services to decision-makers within CSPs. Haslam joined TM Forum in October 2016 from Ovum where she specialized in third party enablement, international service evolution and wholesale strategy, and led successful strategy consulting projects on the impact of OTT on CSP revenues. As a freelance analyst and journalist, Haslam helped develop an entertainment-focused practice at analyst firm STL Partners and set up the Asia arm of the Light Reading news service. Prior to this she worked for the GSMA where she was responsible for setting the agenda for the Mobile World Congress, speech writing for and providing background research to the management team, and advising on technical initiatives. She also held senior editorial roles including Group Editor for Mobile Europe.

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