This report highlights the challenges faced by telecoms providers in managing customer experience (CEM). Despite recent improvements in customer experience rankings, telecoms providers still lag behind their competitors and have high churn rates. The report suggests that the industry's focus on customer acquisition over retention is unsustainable and that CX is becoming a key factor in winning and losing business. Telecoms providers face competition from a wide range of players, including retailers, tech start-ups, and digital disruptors. The industry's traditional focus on vertical-specific competitors is no longer sufficient, and telecoms providers must adapt to a customer-first culture. The operational and strategic integration challenges associated with mergers and acquisitions have also posed challenges for the industry. The report concludes that a failure to have a single customer view could harm healthy relationships and trigger customer churn.
