Customer Experience Analytics: Connecting you now…

Communication providers are facing difficult times as competition continues to intensify, giving customers increasing choice in selecting products and services. Most telcos offer similar services at similar prices, making it nearly impossible to find a sustainable competitive advantage based solely on price or products. Add to that the fact that new entrants to the market bring alternative services with an inherent ability to innovate faster than traditional communication providers. With unlimited access to information via the Internet and social media, consumers are well and truly calling the shots. Consumers expect quality experiences — with the brand, the product or service, across all interactions with the provider. They don’t just expect a better service, they demand it, and are quick to share their experience with friends, family and complete strangers via social media.

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