Telecoms.com periodically invites expert third parties to share their views on the industry‚Äôs most pressing issues. In this piece¬†David Peters, CEO of Emagine International, looks at how CSPs can do more to enhance customer experience, reduce churn and drive revenues.
In response to the growing number of challenges faced by Communications Services Providers (CSPs) in the digital world, customer service has broadened beyond network performance to encompass additional customer touchpoints, from sales through to provisioning and billing. Combined with the advent of smart devices and the growing volume of data available from sensors and connected devices, CSPs need to evolve their businesses to enable them to utilise this data and enhance the customer experience as it‚Äôs taking place.
The Telecoms.com ‚ÄėCSP and Customer Care report‚Äô highlights a clear need for more to be done to improve customer experience. ¬†With 1.35 billion smartphones expected to sell globally by the end of 2015, alongside increased competition from other operators and OTT players, the challenge of winning new customers and satisfying existing users is more important than ever for CSPs. Under both margin and growth pressure, CSPs have finally recognised the need to achieve better interaction with their customers to keep them happy, build on the relationship and offer innovative products and services to increase ARPU.