Comptel recently commissioned a survey of 50 communications service-provider marketing and IT decision-makers across EMEA, Latin America and Asia Pacific on their 2014 business and technology priorities.
What came out as the No. 1 priority for the brands surveyed? The customer experience, of course. Making sure that no matter how the consumer interacts with the telco, be it landline, smartphone, PC, tablet, social media and more, that the quality of that interaction is consistent and top-notch is of the utmost importance in this age of rapidly evolving services.
Peter Conquest, business development director, hybris, would appear to agree. He recently told eurocomms.com, “… everything is consumer driven. The message is the customer expects a lot more. What’s driving telcos today is the quality of the customer experience.”
Among the findings CMOs, CIOs and CTOs are:
- Emphasizing customer experience as a priority across the organization
- 60 percent want to understand the gaps in the service delivery process
- 48 percent want to understand the customer experience on a granular level
- 52 percent are developing new products