Top 5 Use Cases for CX in the Telecoms Industry for 2022

The opportunities for CX initiatives in telecoms

Top 5 Use Cases for CX in the Telecoms Industry for 2022
Contact CentreInsights

Published: September 23, 2022

Rebekah Carter

Customer Experience has always been a priority for telecommunications companies.

Reliant on long-standing customer relationships for success, these companies know better than most how detrimental client turnover can be. As such, many have consistently invested in the latest technology to enhance and optimise their CX strategies. In fact, the industry has been ranked as one of the most innovative in the use of crucial technology.

However, as the communications marketplace has continued to evolve in recent years, and demand among consumers has skyrocketed, the pressure facing telecoms brands has evolved. Today’s organisations need to adapt faster than ever if they want to keep up with new expectations, and outshine the competition.

If you’re wondering whether it’s time to update your CX strategy in the telecoms space, here are some of the top use cases to consider in 2022.

1. Achieve a Competitive Edge

The global telecoms market is astronomical. At present, the industry is expected to grow to a value of around $2.47 trillion by 2028. What’s more, the go-to-market opportunities for telecom vendors are evolving, with the rise of new technologies like global cloud communications and 5G.

Staying competitive in this transforming landscape requires telecommunication brands to do a lot more than simply offer the right selection of services or products. Brands also need to adapt to the changing expectations of their audience when it comes to experience. As cutting-edge technology becomes a more consistent part of our lives, from the rise of the cloud to the prevalence of AI, your customers are judging your business by increasingly high standards.

Digital natives have raised the bar for CX among telco brands. You’re not just assessed by the standards of your direct competitors anymore, but also by the services offered by adjacent brands like Amazon, Netflix, and Google. To stay ahead of the curve, telcos need to be as innovative as other technology and crucial service companies with their CX strategy, offering everything from omnichannel service to proactive support.

2. Improve Business Performance

Investing in the right tools for your CX initiatives is an important part of building a more efficient and productive business overall. In the age of the “experience economy”, we’re learning how important it is for every segment of the company to be involved in delighting customers. A good CX strategy can help to empower and enhance your teams.

CCaaS technology, for instance, which delivers contact centre functionality over the cloud in an all-in-one environment for staff members, makes it easier for teams to stay productive wherever they are. A single pane of glass environment for tracking customer insights and business information helps agents to respond to customers faster, while collaborating more efficiently with back-end specialists.

CRM solutions and analytical tools can help business leaders to gain a better understanding of the factors most likely to drive customer loyalty and improve long-term revenue, while workforce engagement tools help to align the entire workforce around a strategy for success.

3. Unlock Powerful Insights

As mentioned above, one of the major benefits of the right CX technology in any business environment is the ability to unlock useful and meaningful insights. Telecoms companies rely on their ability to generate customer loyalty, consistent engagement, and high levels of satisfaction. The only way to keep revenue levels high is to learn from the huge amounts of information the telecoms industry collects on a daily basis.

The right layers of CX technologies can help to direct the entire business towards more successful outcomes. Telcos can use AI tools built into CCaaS solutions to record conversations with customers compliantly, and add useful insights to CRM tools. The same technologies can help with spotting customer service trends and patterns which may influence purchasing decisions.

CX solutions can even provide insights into how to optimize your workforce for the best possible results. For instance, workforce management and optimisation tools help businesses to stay ahead of periods of peak demand, and schedule the right employees to be available when customers need them most. With a selection of the right insights, companies can make better decisions for growth.

4. Discover the Benefits of Self-Service

Investing in CX strategies for the future of telecoms isn’t just about connecting with your audience on every available channel, from video to messaging. The most innovative companies are also responding to rising demands in the customer landscape with new levels of self-service.

When it comes to managing something as important as consistent communications, many consumers have very little patience. Using CCaaS tools and self-service bots to empower your customers to solve problems themselves can lead to much higher levels of customer satisfaction. Self-service portals can help customers to track potential issues with their service and troubleshoot problems.

AI assistants and virtual agents can even manage various repetitive tasks on behalf of customer service agents, like renewing subscriptions or updating services. This can give your critical team members more of their time back to focus on the tasks most in need of their expertise.

5. Diversify Service Offerings

The more innovative your CX strategy, the more easily you’ll be able to branch out into new levels of telecommunications service. When you have an omnichannel environment already in place for your business to assist with standard communication packages, it’s simple to add in and explore new opportunities as they arise.

For instance, many telecommunications companies may begin looking into new service offerings for 5G connectivity, to support businesses and individuals in achieving lower levels of latency. Some companies may begin to look into value-added services, like service management strategies, which involve monitoring communication stacks, and tracking performance.

Through innovative technologies built into the CX environment, like AI solutions and automation, it could even be possible to add new levels to the services you already offer. For instance, artificial intelligence systems can analyse historical information and use data to predict potential changes in demand and issues before they arise, allowing companies to deliver a more “proactive” service.

These opportunities for diversification could allow telecoms brands to become more competitive in a cluttered landscape, and maintain their crucial customer loyalty.


Digital TransformationTechnology Media and Telecoms

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