This ebook explores how telecoms companies are using customer experience (CX) to retain customers and reduce churn rates. With the rise of remote work and increased reliance on telecoms technology, it is crucial for providers to offer high-quality, reliable service. Historically, the industry has focused on acquiring new customers rather than retaining them, leading to poor CX and high churn rates. However, the COVID-19 pandemic has forced CX professionals in telecoms to prioritize customer loyalty. The report highlights four CX practitioners who are successfully driving loyalty and retention at their telecoms brands. It also includes real-life examples of how three companies - Sunrise Communications, BT, and Vodafone - are building market-leading CX for their users and strengthening customer loyalty.
