From cost-saving strategies to challenges in customer experience, the telecoms industry is adapting to a world driven by social media and digital commerce. Are CSPs equipped to meet the demands of this new era? In the first blog of a new series, Tiago Lopes examines the changing digital landscape and explores strategies for delivering exceptional customer experiences.
For over a decade, CSPs have been leveraging digital channels to allow end users to manage their accounts and place orders online. This strategy, which significantly reduced the operational costs associated with sales and support staff, has been widely adopted and endorsed by key stakeholders, especially when combined with automation.
However, this approach has often led to customer frustration due to complex Interactive Voice Response (IVR) flows, counterintuitive web interfaces, and interactions with chatbots unable to deal with anything but a standard enquiry. Over time, this has eroded customer satisfaction.
Cerillion plc (LON:CER) is a leading provider of billing, charging and customer management systems with more than 20 years’ experience delivering its solutions across a broad range of industries including the telecommunications, finance, utilities and transportation sectors.
