RESOURCE CENTER

Growth Requires Top-Notch Customer Experiences

As mentioned before, today’s subscribers compare their customer experiences to interactions with brands outside the spectrum of communications service providers. In short, CSPs are being compared to the Apples and Amazons of the world. This consumer behavior explains why agile companies with a digital stack — one that provides a 360-degree view of each subscriber — are able to adapt to ever-evolving consumer expectations, capitalize quickly on opportunities, reduce costs, and raise sales.

In fact, 34% of agile organizations have realized an increase in overall ROI and more than 40% have realized faster collaboration across their businesses. While McKinsey estimates that a full digital transformation could help mobile operators nearly double cash flow conversions within five years.

So, What Type of Experiences Drive Growth?

For CSPs with multiple subscriber segments and service types, each with separate payment methods, price plans, and systems, the silos become impossibly complex and expensive to manage. So even if you know what a subscriber wants, it can take so long to configure services, plans, and prices to meet that need, that the opportunity is lost. In other words, most CSPs are simply not agile enough to respond to the changing needs and expectations of today’s subscriber.

55%

of customers prefer engaging over digital channels.

71%

expect companies to communicate in real time.

69%

expect connected experiences across channels.

Dig a little deeper and you’ll find this change in consumer attitudes goes beyond a superficial preference for one channel over another, or the notion of “digital” versus in-person interactions. Any consumer today can start watching a show on YouTube or Netflix on a smart TV, then pick up where they left off if they choose to continue watching on a phone or tablet. The net result is an experience that is connected and personalized — and that’s the type of experience that can drive growth for CSPs.