For decades, Telcos have survived with their traditional business model, where the major challenge was building a vast network. As long as the network worked, this business model worked really well. With technology that has changed over the years, so have the challenges CSPs face where a simple “Can you hear me now?” can result in customer churn. Good customer service always leads customers to spend more time on the network.
Here’s our list of 5 biggest challenges faced by Telcos and CSPs.
Telecom operators, who initially spent resources on managing networks are now spending their resources on technologies to understand customer behaviour. With CX becoming a major driving factor, they are faced with new challenges every day, some of the major ones are listed below.
1. AI and Machine Learning
Almost all Telcos are using Artificial Intelligence(AI), Machine Learning (ML), and the Internet of Things(IoT). AI and ML are considered as the core technologies of digital transformation and stakeholders are using them to widen their revenue stream. With terabytes of customer data, it no longer is easy to process them manually. AI and ML enhance the customer resolution system with advanced technologies such as virtual assistants and chatbots.
However, introducing these new technologies into the existing system is not a cakewalk for most of the companies, given that about 67% of telcos and CSPs are having a difficult time finding qualified staff to lead the integration of these technologies.
2. Big Data
Data Analytics has become a very strong approach to enhance CX and reduce churn. The telecom industry has long ago turned to customer-centric from product-centric, and understanding the requirement of each subscriber has become quintessential. Although Big Data provides various types of analytics and help the telecom operators to enhance CX, adapting it is still considered a big challenge by many operators.
Check out how Big Data Analytics improves customer Experience.
3. Choosing Right Technologies
“You’ve got to start with the Customer Experience and work back to the technology – not the other way around”, Steve Jobs said.
Undoubtedly, telecom companies are working towards providing the next-level customer experience to their customers, but not all are willing to take a big leap in technology. To add to this factor, customers are not easily satisfied, and that’s probably because they expect the service providers to do more, faster, mirroring the growth of the technology. Even when there is value in their service provider, their familiarity with the industry and their above-average expectations overshadow positive feelings.
4. Focus on Omnichannel Experience
A subscriber’s journey in using the service of a telecom operator may have to go through a wide range of channels- reading product description on an e-commerce website, reading a comment about the product on a Social media channel, reviews on Google, receive an email/chat with an agent to understand the product, etc.
Source: https://infy.com/2FXCX6m
Most of the telecom companies, however, still manage their channels separately, which can result in a series of confusions for the subscriber, where they receive various offers and suggestions and even encounter a different kind of brand experience from each channel. Bottom line, customer loyalty demands orchestration of the omnichannel customer experience.
5. CX Infrastructure
Digital transformation is one of the biggest challenges for every industry, however, if it is customer-specific this will be the first challenge that needs to be addressed. New technology can be expensive, but at the same time, imperative. Introducing customer experience solutions can be a laborious task, especially for Telcos. Implementing new CX platforms without disrupting the service requires advanced tools so that the customers are not annoyed.
CSPs are expected to actively participate in the game of understanding their users well. With customer satisfaction and loyalty being the key drivers of their business, it is vital that they spot issues even before the customer has a chance to complain. Telcos, to meet the needs of their digital customers and to launch any type of offer any minute should consider contextual commerce and empower the user relationship by addressing the immediate needs by providing proactive, personalized and frictionless services.
Telecom operators are expected to meet the needs of their customer from a 360-degree point of view and keep them satisfied throughout their journey.
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Hull sign record shirt sponsorship deal with bookmakers 12Bet on two-year contract
By RORY DOLLARD, PRESS ASSOCIATION
Published: 17:33 GMT, 17 July 2014 | Updated: 17:33 GMT,
17 July 2014
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Hull’s plans to rebrand as the Tigers may have come to nothing
but they have still managed to attract the largest commercial deal in their 110-year history after bookmakers 12Bet agreed a two-year contract as shirt
sponsors.
The seven-figure deal represents a 60 per cent increase on their previous deal with Cash Converters, a reward for last season’s impressive return to the
Barclays Premier League and run to the FA Cup final.
It also represents the first major overseas investment since owner Assem Allam saw his plans to change the
the club’s name from Hull City to Hull Tigers quashed by a Football Association panel.
Allam may not have got his way on that score, but the lively debate around the subject –
which was hotly contested by many of the club’s fans – did serve to draw
attention to the club.
New deal: 12Bet will replace Cash Converters on the front of the shirt
Rory Anderson, chief executive of 12Bet, said: ‘(The proposed
renaming) demonstrated the club has ambition and wants to move forward which is always encouraging for a partner.
‘I guess the debate did put the club more in the spotlight but it didn’t have any particular effect on our decision.
‘The team’s success had a big impact. They are an entertaining team, they’ve
made good signings and they’re an up-and-coming club.
‘There are not many vehicles that give you the global viewing figures the Premier League
can and it’s eyeballs we’re after.’
Record deal: 12Bet have signed a new shirt deal with
Hull
Hull’s commercial director Simon King, who is also working on independent sponsorship deals for the club’s cup and European matches, believes outside investment is key for
City.
Manager Steve Bruce has broken Hull’s transfer record in the last three windows,
most recently for £8million Jake Livermore.
‘Everyone is under pressure, we’re a Premier League football
club and the commercial department has to achieve like they have done on the pitch,’ he said.
Boost: Manager Steve Bruce has already strengthened his squad
this summer
‘In order to continue investing in the club, they need support off the
field because money doesn’t grow on trees.
‘We’ve made no secret of the fact that we want to continue capitalising on our
brand in the Asian region, that takes a number of years to achieve to full effect but this is the perfect
start.’
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