Researchmoz added Most up-to-date research on "Telcos Customer Experience Management" to its huge collection of research reports.
A tech-enabled data-driven revolution
Customer experience is key for telcos' retail strategies.
Our study highlights the challenges and opportunities enabled by new technologies and marketing techniques.
The report compares the telecom sector with others -especially OTT- regarding customer loyalty, and then focus on sales channels -both digital and physical stores. Furthermore the opportunities emerging from big data and analytics will be analyzed, as well as other innovations as chatbots and blockchain technology.
Finally, the report presents key metrics -internal and external- for customer experience measurement, highlighting thereby the increasingly customer-centric marketing strategies.
To Get Sample Copy of Report visit @ http://www.researchmoz.us/enquiry.php?type=S&repid=869066
Table of Content
1. Executive Summary1.1. Challenges and opportunities of customer experience
1.1.1. The need to implement big data tools
1.1.2. A change in corporate culture to a customer-centric approach
1.1.3. A trend towards automation, but maintaining human contact
1.2. New untapped opportunities
2. Methodology & definitions
3. The challenges of customer experience3.1. Customer experience, both a technical and relationship-based
3.2. The telecom sector has fallen behind its counterparts in other sectors generally, but particularly OTT players
3.3. A key component of customer loyalty
3.4. A strategic focus on communication
4. Digitisation of relationship channels
4.1. From store to smart shop
4.1.1. The physical distribution network is being strengthened despite the surge in e-commerce
4.1.2. A model inspired by Apple's smart stores with a priority for user experience
4.1.3. A modern, inviting store space
4.1.4. Teams with a focus on personalised advice
4.1.5. Developing in line with the digital world
4.1.6. Specialised stores and extending the range beyond telecoms
4.2. Call centres move upmarket
4.3. Websites: telcos promote self-service, but maintain the human aspect
4.3.1. A self-service approach
4.3.2. Maintaining the human aspect with instant messaging
4.4. Mobile still little used in CEM, a future challenge
4.5. The growing importance of social media in customer relations
4.6. Conclusion
4.6.1. Greater automation while preserving the human element
4.6.2. Omnichannel strategy: high awareness but more restricted use
5. Opportunities associated with big data and analytics
5.1. The use of big data in customer experience
5.1.1. Consolidating and analysing data
5.1.2. Incorporating third-party data
5.1.3. Real-time incorporation of data
5.2. Opportunities for customer experience
5.2.1. Challenge of personalising offers
5.2.2. Contextual offers
5.2.3. Opportunity to monetise customer experience data
5.2.4. The use of analytics to improve network performance
5.3. Other innovations in customer experience management
5.3.1. Chatbots
5.3.2. Blockchain
6. Customer experience and management
6.1. Indicators of customer experience
6.1.1. External indicators
6.1.2. Internal indicators
6.1.3. Qualitative indicators: customer knowledge is the key to success
6.2. A change in corporate culture towards a more customer-centric approach
Make an Enquiry of this report @ http://www.researchmoz.us/enquiry.php?type=E&repid=869066
A tech-enabled data-driven revolution
Customer experience is key for telcos' retail strategies.
Our study highlights the challenges and opportunities enabled by new technologies and marketing techniques.
The report compares the telecom sector with others -especially OTT- regarding customer loyalty, and then focus on sales channels -both digital and physical stores. Furthermore the opportunities emerging from big data and analytics will be analyzed, as well as other innovations as chatbots and blockchain technology.
Finally, the report presents key metrics -internal and external- for customer experience measurement, highlighting thereby the increasingly customer-centric marketing strategies.
To Get Sample Copy of Report visit @ http://www.researchmoz.us/enquiry.php?type=S&repid=869066
Table of Content
1. Executive Summary1.1. Challenges and opportunities of customer experience
1.1.1. The need to implement big data tools
1.1.2. A change in corporate culture to a customer-centric approach
1.1.3. A trend towards automation, but maintaining human contact
1.2. New untapped opportunities
2. Methodology & definitions
3. The challenges of customer experience3.1. Customer experience, both a technical and relationship-based
3.2. The telecom sector has fallen behind its counterparts in other sectors generally, but particularly OTT players
3.3. A key component of customer loyalty
3.4. A strategic focus on communication
4. Digitisation of relationship channels
4.1. From store to smart shop
4.1.1. The physical distribution network is being strengthened despite the surge in e-commerce
4.1.2. A model inspired by Apple's smart stores with a priority for user experience
4.1.3. A modern, inviting store space
4.1.4. Teams with a focus on personalised advice
4.1.5. Developing in line with the digital world
4.1.6. Specialised stores and extending the range beyond telecoms
4.2. Call centres move upmarket
4.3. Websites: telcos promote self-service, but maintain the human aspect
4.3.1. A self-service approach
4.3.2. Maintaining the human aspect with instant messaging
4.4. Mobile still little used in CEM, a future challenge
4.5. The growing importance of social media in customer relations
4.6. Conclusion
4.6.1. Greater automation while preserving the human element
4.6.2. Omnichannel strategy: high awareness but more restricted use
5. Opportunities associated with big data and analytics
5.1. The use of big data in customer experience
5.1.1. Consolidating and analysing data
5.1.2. Incorporating third-party data
5.1.3. Real-time incorporation of data
5.2. Opportunities for customer experience
5.2.1. Challenge of personalising offers
5.2.2. Contextual offers
5.2.3. Opportunity to monetise customer experience data
5.2.4. The use of analytics to improve network performance
5.3. Other innovations in customer experience management
5.3.1. Chatbots
5.3.2. Blockchain
6. Customer experience and management
6.1. Indicators of customer experience
6.1.1. External indicators
6.1.2. Internal indicators
6.1.3. Qualitative indicators: customer knowledge is the key to success
6.2. A change in corporate culture towards a more customer-centric approach
Make an Enquiry of this report @ http://www.researchmoz.us/enquiry.php?type=E&repid=869066
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