We have limited Spanish content available. View Spanish content.

How we can help

Telco Customer Experience Transformation

Unlock value with a customer-centric business model powered by data and digital

Telco Customer Experience Transformation

It should be a perfect match: Your customers expect seamless, personalized experiences, and you are uniquely positioned to provide it, thanks to your comprehensive, data-backed view of every customer.

Yet too often telcos struggle to provide the timely, hyper-personalized, universally accessible experiences customers want. Customer-centric transformations often fall short, due to poor prioritization, lack of a clear long-term ambition, inappropriate resourcing, technology limitations, or a corporate culture focused on quarterly results rather than customer enrichment.

We believe that by 2025 telcos can transform the customer experience.

Our 2025 Vision: Seven Key Dimensions

  1. Vision and Purpose

    Embrace a customer-centric, digital-first approach that turns customers into loyal advocates, boosts revenue and EBITDA margins year over year, and addressed ESG challenges and opportunities.

  2. Hero Propositions

    Examples include household-based FMC offerings that meet customer needs at a fair price and digital platforms that boost revenue with value-add services.

  3. Customer Journeys

    Significantly reduce (unwanted) customer contact volume, move 80%+ of low-value interactions to digital, create AI-powered personalized journeys, and more.

  4. Channels

    Digital-native and omnichannel CX; streamlined footprint in physical stores; virtual agents at scale reduce chats by 80%; trucks down 50%, due to seamless DIY alternatives; and more.

  5. Culture and Feedback

    Fully implemented NPS® and Predictive systems; employee and customer NPS scores improve by 30%.

  6. Agile Operating Model

    Agile at scale in place with 30% of staff in squads and 100% embracing Agile values; attract top digital talent; build ecosystem of partners.

  7. Next-Gen Technologies:

    Data science and engineering talent in place; future-proof cloud-based IT stack; open and digital architecture; FttH and 5G at scale; CX Ops Center as a single source of truth; and more.

We can help you make this happen because we not only understand customer needs, we invented the breakthrough NPS system as a way to measure and improve customer advocacy. Our expertise in agile operating models, customer-centric network deployment, enterprise tech architecture and systems, and data-driven decision-making provides everything you need to truly and effectively transform the customer experience and reap the long-term value such a transformation can yield.

Our Impact

Our Impact

Client Results

Winning on Purpose

A must-read story and your indispensable guide for inspiring customer love within your own teams and utilizing Net Promoter to achieve both personal and business success. Available now!

Learn more

Featured Team Members

Insights

Ready to talk?

We work with ambitious leaders who want to define the future, not hide from it. Together, we achieve extraordinary outcomes.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks and Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.