For a long time, the telecoms industry has been discussing customer experience. Generally, the conversation is theoretical because customer experience is about many different elements, including emotional triggers that are difficult to benchmark. That said, investment is on the increase, an acknowledgement that if you get this right, you hold a better hand than your competitors in an era where access to anything, at any time is a ‘given.’
Operators plan to increase customer experience spending in 2013: Alcatel Lucent.
So, how do you go about it? Read this practical guide from guest writer Amy Ward, Director of OnTap Marketing.
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