This report provides an analysis of investment trends in customer experience management (CEM) for the telecoms industry. The report highlights that telecoms providers are behind the curve in terms of CX and that many are now focusing on improving customer experiences to retain customers. The report also notes that CX is a complex issue in the telecoms industry due to the fickle and digitally adept nature of customers, which has resulted in high churn rates and a reputation of distrust towards telecoms operators. The report concludes that telecoms companies cannot afford to focus solely on the solution angle, but must also innovate on the customer experience they provide in order to stay relevant in a market saturated with alternatives.
