Customer Centricity

Chief marketing officers in banks, like their peers elsewhere, are stuck in a tug-of-war between customer satisfaction and ROI.   Gone are the days where customers were happy with only a waiver on late-payment fees. While everyone enjoys freebies, they don’t always translate to increased assets under management or loyal customers. That said, taking an […]

The impact that telecommunication companies have on our everyday lives cannot be understated. For example, in a country like India, the world’s second-largest telecommunications market, the industry is said to have enabled 35% of the country’s GDP during the pandemic. From the consumption of content to gaming and browsing, telcos have made a massive contribution […]

The clock never tires; it ticks faster by the hour in a tech world where newer innovations render pathbreaking achievements of the not-so-distant past the norm. For example, notifying Susan of the newest arrivals at Prada and Jack of those at Bergdorf as they enter Saks Fifth Avenue was once considered innovative. Today’s algorithms do […]

Gone are the days of regular visits to local bank branches for customer service needs to be met. While most BFSI institutions have moved on to dynamic websites, mobile applications, self-serve models and conversational chatbots for multilayered customer engagement, it is pertinent to note that this is only the tip of the iceberg. The evolution […]

With telecommunications services (telcos for short) attaining commodity status and intrinsic loyalty depleting at alarming rates, there is a felt need for telcos to reinvent themselves and stay relevant in the minds of customers. Telcos across the globe—small or large, market leaders or challengers—face similar concerns of losing customer mindshare alongside wallet share. But they […]

Recently, we concluded a successful webinar on the telcos’ approach to hyper-personalisation and its relevance and need for telecom. Frost & Sullivan’s Krishna Baidya, Head of CX Research, led the webinar along with Pramod K P, Chief Architect and Sudeesh Yezhuvath, COO at Pelatro. The webinar saw participation from people across telcos, vendors, and research […]

Amazon gets almost 35% of its revenue by engaging its customers through a recommendation engine. Netflix recommendation engine also generates over USD 1 billion per year in revenue. Many businesses have scaled their customer engagement to new heights that transformed into business benefits. But we do not hear a similar success story in telecommunication. Why is it so?

The digital revolution, fast-tracked by the pandemic, has reshaped the customer’s perception about how they want to be served. Telcos can no longer ignore the need to digitally transform to meet digital-first customers’ discerning, shifting expectations. Product innovation has long been the key focus for telcos to entice new customers, engage the current ones and […]

In our previous article on data monetization, we discussed about the myriad of critical challenges faced by telcos while monetizing data. And now in this part 2 of the same article, we shall focus on some key step that might help in tackling the challenges revolving around data monetization The first few steps to take With their […]

The revenue trends have shifted. There is no doubt about it – the data monetization has taken center stage! Not just that, but the way how telecom operators are utilizing their data has undergone a big transition!  Telcos have a veritable pool of customer behaviour data, probably more than any industry. The massive gold mine of data […]