Differentiating customer experience design at an international telecom organization

| Point of View

Delivering a seamless, cross-channel customer experience in sales and service.

In mature markets mobile telecom operators have a challenge in sustainably differentiating from direct competition and positioning themselves against mobile device manufacturers and over-the-top (OTT) service providers. Smartphone sales and mobile apps usage are soaring, but telecom operators are not benefiting. OTT service providers are introducing mobile messaging and voice apps having a serious negative impact on operator revenues.