Top CX Trends and Challenges for Telcos in 2020

Top CX Trends and Challenges for Telcos in 2020

This IDC Market Perspective highlights core trends in customer experience (CX) strategy among telecommunications service providers in 2020 and beyond. It describes the associated challenges faced by leading executives in marketing, customer care, and organizational strategy as they try to maximize the benefit of CX initiatives for their customers and their companies."CX is the competitive differentiator; it cannot be neglected. CX excellence will lead to upward pressure on revenues, counteracting many downward trends. CX must not be allowed to become a small issue, confined to the concerns of one or two departments. It is a companywide concern. Becoming a customer-centric business means that the whole company — not just part of it —focuses on the customer," said Rosalind Craven, research manager for IDC's Telco 2025 research team and member of the European CX Practice.

Please Note: Extended description available upon request.


Executive Snapshot
New Market Developments and Dynamics
Trend 1: AI Spreading Throughout Customer Experience
Challenges
Summary and Guidance
Trend 2: Smart Personalization
Challenges
Summary and Guidance
Trend 3: Customer Journey Optimization
Challenges
Summary and Guidance
Trend 4: Driving More Customer Traffic onto Digital Channels
Challenges
Summary and Guidance
Trend 5: Cultural and Organizational Change
Challenges
Summary and Guidance
Advice for the Telco
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Related Research
Synopsis

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