The goal of this Telesperience research programme was to discover how small, medium-sized and rising telcos (SMARTs) felt about the customer experience they provided, as well as to provide a snapshot of their goals, expectations and current strategies. In this datasheet we present the findings from this research, including unique insights into the role the customer experience plays in the competitive strategies of SMARTs.
Key findings from this research include:
In the initial stages of the ‘New Telecoms’ boom when new technologies and deregulation were side-by-side changing the landscape the focus of most Communications Services Providers (CSPs) was on developing market share. This dynamic growth led to many CSPs developing complex system stacks which were developed in order to provide services to a broad base of customers and markets.
Over the last few years the industry has matured, both from a technical perspective and also from a business view. No longer is it sufficient to acquire customers at any cost, now the focus is on delivering the right services in an efficient…
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