How digital are customers’ interactions with telcos?

The short answer for most is not digital enough. From Alibaba to Uber, customers’ appreciation of simplicity, speed, convenience and the best prices has fueled the fastest-growing and most valuable businesses in history. Legacy aside, telcos are failing to meet many customers’ expectation because they misunderstand them.

Make data do the work

Many communications service providers (CSPs) have already begun their digital transformations, with customer experience as a primary driver. TM Forum…

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