Telecommunications might not be the first sector that comes to mind when we think of industries that are considered the pioneers in customer experience. The expectations for customer experience are even more profound and the stress on telecom providers couldn’t be higher. While we would not have been able to maintain our ability to work, stay socially connected, learn, shop, get healthcare, and more during the pandemic without the connectivity that telecom companies deliver, the current customer experience has tremendous potential for transformation.
Despite the growing global dependency on reliable and fast connectivity, downward trends that have impacted telecom companies for years continue to affect their present performance and hinder their ability to emerge stronger after the crisis. Slow growth due to declining ARPU (average revenue per user), industry saturation, customer churn, competitive disruptions, and the need to achieve return on investment into 5G and other technologies all continue to impact the industry.
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